Title:  ServiceNow Operations Support Engineer

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Department: ServiceNow Delivery Center

Location: Manila

Reporting to: ServiceNow Development Team Manager

Role: Permanent

ServiceNow Operations Support Engineer

What this position is about - Purpose:

ServiceNow Operations Support Engineer will be responsible for operational support of ServiceNow applications in the CSM area, including administration, integrations, authorization configuration, unit testing, and development activities.

What will you do - Responsibilities:

• Monitoring and handling Incident tickets.
• In-depth analysis of incoming Incidents / qualification and pre-clarification (understanding user requirements) and resolution.
• Responsible for technical design, development, unit testing, and production deployment solution for the assigned incidents and new product features.
• Ensure that the solution is aligned with the ServiceNow best practices and JTI architecture standards throughout the whole delivery lifecycle.
• Ensure consistency and standardization of the ServiceNow applications.
• Ensure that the required system documentation is completed and delivered before Go-Live.
• End to end Platform Administration including active participation in ServiceNow upgrades.
• Actively contribute to Knowledge Base creation.
• Actively collaborate with vendor and a team of external developers and maximize the team’s performance.
• Data maintenance, end user, service, integrations and email accounts administration.
• Coordination of activities with involved IT and business teams.

Who are we looking for - Requirements:

• You have a University Degree, preferably in IT.
• 3 years of experience in ServiceNow support, platform administration and implementations, including business requirements gathering, development, testing, and cutovers.
• Solid knowledge of ServiceNow platform, administration, CMDB, Service Portal, Flow Designer, development of custom applications, scripting.
• Good understanding of the key IT processes, knowledge of ITIL or similar framework, development experience in Agile projects.
• Strong interpersonal communication and leadership skills.
• Ability to deliver on time and follow-up promptly on any issues and/or risks identified.
• Fluent in English.

It will be a big plus if you:

• Possess strong knowledge of ServiceNow CSM module.
• Have strong experience with ServiceNow integrations.
• Have experience with ServiceNow platform architecture.

What are the next steps – Recruitment process:

Thank you very much for your interest in the role. You are welcome to apply.

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.