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Title:  Identity and Access Governance Operations Analyst

Job ID:  73169
Country:  Philippines
City:  Taguig City
Professional area:  Information Technology
Contract type:  Permanent
Professional level:  Experienced

Taguig City, 00, PH, 1630


We’re JTI, Japan Tobacco International, and we believe in freedom

We think that the possibilities are limitless when you’re free to choose. We’ve spent the last 20 years innovating and creating new and better products for our consumers to choose from. It’s how we’ve grown to be present in 130 countries, and how we’ve grown from 40 to 4,000+ employees in the Philippines since 2009.


But our business isn’t just business, our business is our people. Their talent. Their potential. We believe that when they’re free to be themselves, to grow, travel and develop, amazing things can happen for our business. That’s why our employees, from around the world, choose to be a part of JTI. It’s why 9 out of 10 would recommend us to a friend, and why we’ve been recognized as INVESTORS IN PEOPLE in the Philippines


It’s the perfect moment for you to #JoinTheIdea. We’re opening our Global Business Service center in the heart of BGC Manila and looking for more than 300 bright minds to join a global multinational with an exciting start-up vibe.





Identity and Access Governance Operations Analyst


As the IAG-Ops Analyt, you will provide security expertise and support daily operations, as well as effective performance of the business solution (application/support maintenance)  in accordance to internal operational processes. In this respect you are responsible for managing the resolution of minor, routine and complex incidents & minor change/service requests and to deliver timely and quality solutions to the users. You will be involved in project build work and are responsible for managing customer and project management requirements during the project lifecycle. You will ensure that business requirements are accurately met, at the same time ensuring that the security solution remains robust and risk adverse.


You will develop strong relationships with IT colleagues, specifically GSD and developing new processes to streamline our delivery as Global IT to our JTI customers. You are in-charge of quality operational service in the area of Active Directory, Azure Active Directory and O365 object menegement landscape as well as file servers resouces access management.You will work within and strive to exceed all internal SLAs and It KPIs when providing customer service to the business, seeking customer service level improvements at all times. Manage all SAP user provisioning within JTI, and maintenance of the GRC application and coordination.


You will have a key role in managing cyber attack risks and be involved in reducing the SAP and/or AD object management landscape vulnerabilities. And lastly, you will manage the strict compliance to all J-SOX controls, JTI Security Policies and Procedures and meets all Internal & External audit requirements.


What will you do?


1) Operational Management (Microsoft)

  • Provide access and user management service to globally located end-users:
    • Handle basic / common IT service request tasks assigned to the group, such as providing or removing accesses to data, mail and application services, mobile device management, maintaining security group membership, network and FTP shares, Unified Messaging configuration, Intune provisioning, mail and mail archives management in exchange online, EPV access administration, VDI access management, user accounts lifecycle management etc.
    • Obtain the necessary information from customers if necessary, to be able to provide high quality support.
    • Register all actions undertaken in IT Service Portal via corresponding change, service or incident tickets.
    • Handle as many of the received IT service requests and incidents as possible within the limitations of his/her access rights, time constraints and scope of knowledge.
    • Process incidents and IT Service Requests which resolution lies beyond Analyst’s skills and capabilities according to the appropriate escalation path established by operating instructions.
    • Process change requests raised on IAG-OPS team in accordance to setup requirements or propose different technical solutions if those are more beneficial
    • Perform add-on routine tasks, such as audits of Active Directory accounts and high-privileged group membership, monitoring and creation of scheduled PowerShell scripts or Ad Hoc reporting for data related to supported services (security groups, FTP accounts, etc.), Enterprise Password Vault safe management, etc.
    • Participate in the projects / global initiatives / other assignments, such as providing support in changes with configuration of AD accounts and groups. Creation, maintenance and overall technical support related to shared folder structures management in JTI. Support of JTI markets in developing/applying required solution based on specific market needs (e.g. custom automated DL updating scheduled scripts) etc.
    • Design and document new technical processes based on business requirements
    • Perform other tasks given by the line manager
    • Escalate problems / issues to IAG-OPS Manager / Expert Manager / Team Manager when required

2) Operational Management (SAP)

  • Having the ownership of the security support requests coming from the Global Service Desk (GSD), he/she manages security support for Development, Quality & Production systems through resolution of minor, routine and complex incidents & minor change/service request. That includes, allocating incoming work and taking responsibility to ensure:
    • Apply relevant role corrections recommended by IAG-OPS manager or IAG-OPS expert manager in the SAP DEV environment and subsequently proceed with transport
    • Role build will be created adhering to SAP Security standards and comply with rulesets governing access
    • Test the solution and provide and confirm problem solution to end-users
    • Update the knowledge base tool as required 
    • Responsible for the operational support of JTI's access provisioning solution(s). This includes the efficient processing of requests, making required modifications and fine tuning the processes and application as required. Ensure the alignment of the request to the GRM.
    • Assist the Business/Process Expert in designing specification, testing and implementing the security roles/changes

3) Knowledge Management

  • Acquire and maintain firm level of knowledge in accordance to group standards as a result of trainings and service experience, knowledge-base usage. Actively seek for new knowledge, be aware of newly introduced policies and procedures. Apply in day-to-day operations, identify knowledge-gaps and make proposals for knowledge base extension.
  • Share new information with the team members aiming for effective communication within the group.
  • Contribute to the group Service Improvement process by making suggestions into Knowledge Base and Procedures
  • Create documentation of new processes (manuals, procedures, audits etc.)
  • Apply updates to internal documents used by the team and KB articles in ITSP after team lead's confirmation

4) Policies and compliance

  • Adhere to internal department schedule. Perform the activities associated with the daily role prescribed by the schedule and be aware of the schedule. 
  • Comply with hub operation time. Respect scheduled breaks (lunch, etc.). Timely submit holiday shifts. Comply with JTI Policies & Procedure, internal processes and SLAs, IT policies and JSOX controls as specified in the JSOX Global Reference Model.
  • Support audits and act as liaison with Internal and External auditors for all audits and reviews. 
  • Participate in JSOX and annual/quarterly audit meetings, review audit results and ensure appropriate responses are submitted for all observations as required.

5) Operational improvements and automation

  • Contribute into the process of routine tasks automation by providing ideas on new workflows automation, update and correction of existing workflows, identification of repetitive service incidents to be moved to regular ITSR workflow with aim to increase the team's capacity.
  • Make semi-automation proposals (internal tools creation) based on proper effort vs benefit evaluation. Identify possible improvements to the daily routine operations and share them with the team to evaluate and implement the most beneficial solutions.
  • Closely work with other technical teams to leverage the usage of existing and any upcoming tools and systems that could be used to improve the overall operational and non-operation actives of the team (conditional based automated actions, operational process changes improving efficiency, process changes that increase the security etc.)

6) Customer Service

  • The incumbent will be responsible for maintaining high levels of customer service, through clear and courteous communication, delivery inline with agreed SLA's. A continuous improvement approach to operation processes and maintaining continuous performance against agreed KPI's.
  • Develop service level agreements with our business partners and embed within the operational team.


Who are we looking for?


University Degree or equivalent


Microsoft Operations:

  • At least 1 year of working experience in an IT area, preferably in the areas of AD objects and access management, O365 management
  • Microsoft AD, AAD, Synchronisation services and AD/AAD objects management
  • Objects management in Exchange/Exchange online
  • Experience and working knowledge on objects/resources management in services such as MS Azure and Office 365 (intune, teams, o365 licensing, Azure logs)
  • File Servers resources and access managment
  • PowerShell knowledge is a great plus.

SAP Operations:

  • 1 year of working experience in SAP, security systems, in the areas of security application support and customer service in a global enviroment
  • SAP Training / Security Training
  • Working knowledge of SAP Security and Authorizations
  • Configuration experience in SAP modules.
  • Understanding of SAP controls and evidence documentation.
  • Strong knowledge of SAP tools which assist in maintaining the integrity of JTI's SAP Landscapes;  SAP Security

Other competencies:

  • Excellent communication and inter-personal skills.
  • Customer service oriented 
  • Ability to work cross functionally with other IT teams                                                                                  
  • Detailed knowledge of application/role testing, test procedures and test scenarios 
  • Analytical & Detail oriented.
  • Good interpersonal skills. Ability to listen and understand questions/problems being communicated by end-users
  • The ability to work effectively in a diversified team under pressure situations. 
  • Good Knowledge of Compliance regulations such as J-Sox.                                                                                               
  • Excellent communication and inter-personal skills.
  • Innovative and creative. Strong Analytical skills
  • Awareness of business and production systems. 


Whats's in it for you?

  • Be covered with medical insurance upon hiring, with dependent coverage and medicine allowance
  • Receive cash allowances such as meal and transport allowance
  • Flexible working arrangements
  • Have access to over 200 company training
  • Be part of a truly international and diverse company with over 40,000 employees in 130 countries.
  • Experience the culture of an Investors in People certified company
  • Find out why 9 out of 10 employees recommend us to a friend.
  • Understand why 9 out of 10 employees say they feel free to be themselves.


What are the next steps?


Thank you for applying!

We will make sure to give you feedback 2 weeks after the application deadline. 


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