IT Services Analyst

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IT Services Analyst

The Onsite IT I&O Services Analyst is responsible for delivering operational support that ensures the reliable and efficient provision of onsite infrastructure and end-user computing services across JTI Taiwan locations. This role helps enable business operations by ensuring employees have access to the technology, equipment, and support services necessary to perform their work effectively.

Reporting to the Onsite I&O Manager Taiwan, the incumbent works closely with internal D&IT teams, business stakeholders, and external service providers to maintain high service standards, ensure operational continuity, and support the ongoing stability and performance of the local IT environment.

As the IT Services Analyst and in the area of Infrastructure & Operations, you will: 

Operational Excellence

• Develop and maintain professional "customer excellence" relationship with the business community and MFO (Market, Factory, Origins) IT teams to ensure clear understanding of business environment and user requirements
• Help identify opportunities for operational excellence and business performance improvements
• Act as primary end-user contact in the delivery of IT service requests
• Provide effective communication to relevant parties

Service Delivery Management / Operational Support

• Support the line management to proactively look for potential business improvements by evaluating the existing best IT related practices (inside/outside JTI), share the information among the IT and business community and provide recommendations for implementation within the site, market, factory, leaf origin or cluster, as assigned.
• Coordinate the prompt delivery of required IT service requests to support business operations
• Perform timely analysis and prioritization of reported incidents, working closely with relevant IT subject matter experts for prompt resolution, in line with the established operational support model
• Conduct proactive monitoring of IT systems performance, and execute required maintenance activities to ensure stable and reliable performance
• Apply required updates and fixes, ensuring minimum impact on business operations
• Provide required end-user training for specific IT solutions and services, including refresher training to minimize "how-to" incidents
• Ensure Technical systems (MS Office, Windows OS, Telephony, Videoconference, etc.) are properly documented and maintained.

Business Transformation / Change Management

• Work closely with the IT solutions team to acquire requisite expertise and system documentation to support implemented solutions, in accordance with the agreed-upon operational support model
• Ensure that IT Service Portal is updated with the required solution details to facilitate smooth transition from project mode to operations and maintenance mode
• Provide relevant inputs on incident management to help assess the impact of business transformation and change initiatives on the existing system landscape

Security, Business Continuity, Compliance & Governance

• Provide the necessary support to develop and maintain the entity-level IT disaster recovery plan (DRP), based on the business impact assessment (BIA)
• Promptly execute assigned DR drill tasks
• Comply with JTI Policies & Procedure processes in relation to IT business continuity plan and JSOX requirements
• Ensure that end-users are aware of Corporate IT Standards, Policies & Procedures, adhere to them, provides training when it is required
• Execute version control and change release strategy for implemented solutions
• Maintain required solution documentation and ensure that they are kept up-to-date throughout the solution lifecycle
• Communicate identified deficiencies and coordinate the implementation of agreed-upon corrective measures

Supplier Management (Internal and External)

• Establish effective working relationships with all internal IT Service providers (e.g. GSD, GSM, NCC etc.)
• Provide the necessary support to select qualified 3rd-party IT suppliers for IT operations
• Coordinate relevant procurement and billing-related tasks, ensuring adherence to Operating Guidelines, policies and procedures and J-Sox controls (if relevant)
• Provide feedback on supplier performance

Compliance

• Ensure a consistent application of computer controls that support financial audit requirements
• Ensure local IT systems in the cluster falling under J-SOX scope fulfill audit requirements
• Ensure compliance to IT security policies and procedures, and standards to ensure consistent protection of information assets across the cluster
• Ensure compliance to the IT change management procedure which is a global IT J-SOX control (with formal approval role in IT's global One Change Management policy & procedures)

People Management

• Able to build good connections with team members
• Delegation by assigning responsibilities to the appropriate individuals
• Support team members in their learning development to strengthen team performance.

Other: IT Administration

• Responsible for administering IT assets in the site, market, factory, or cluster (as assigned)
• Specific tasks include but are not limited to: maintaining an up-to-date IT inventory, timely software license renewal and hardware replacement/procurement in line with the established refresh cycle (including workplace and collaboration tools)
• Execute timely PR/PO/invoicing for IT assets and services in accordance with Procurement department policies and procedures
• Provide support as required for the timely completion of SPC/ASP/LE financial plans
• Assist with financial reporting and analysis as required
• Execute prompt PR/PO/invoicing according to Procurement department policies and procedures

Requirements:

• 2+ years of experience in the IT discipline
• Preferred background of employment experience multinational companies
• Good working knowledge of business and related processes in FMCG industry
• Fluent oral and written English & Chinese
• Functional Skills:
  • Advanced knowledge in all areas of IT operational support including but not limited to
    • Windows OS
    • MS O365 suite of applications (e.g. Outlook, Word, Excel, Forms)
    • Video Conferencing
    • MS collaboration applications e.g. Teams, SharePoint Online, OneDrive
    • Telecommunications (including mobile devices)
  • Advanced knowledge of provisioning and configuration of
    • Workstations
    • Mobile devices (iOS/Android)
    • Collaboration equipment (e.g. Video Conference/Teams rooms)
  • Good knowledge of IT service desk related software, e.g. ServiceNow or similar
  • IT procurement and supplier management
  • Technical documentation

Are you ready to join us? Build your success story at JTI. Apply now!

Next Steps:

After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with Talent Advisor > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.

At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. If you need any specific support, alternative formats, or have other access requirements, please let us know.