Title:  IT Services Analyst

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Position: IT Services Analyst

Department: IT

Reporting to: On-Site I&O Manager Bangladesh

Job Location: Tongi Factory, Dhaka, Bangladesh

The incumbent is responsible for the prompt delivery of IT services to support business

operations, and for the timely resolution of reported incidents, in collaboration with internal and

external IT subject matter experts. He/She proactively monitors compliance with established

standards, operating guidelines, policies and procedures, and risk controls.
 

What Will You Do:

Business Relationship Management:

• Develop strong relationship with the business community, ensuring 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:

• Supports the IT Services Manager 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 Market/ Factory.
• 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, DCO, 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.

IT Administration:

• Responsible for administering IT assets in the Market,
• 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 the necessary support for the timely completion of TDT/ASP/LE financial plans.
• Assist with financial reporting and analysis as well as planning & execution.
• Execute prompt PR/PO/invoicing according to Procurement department policies and procedures.

We Expect from You:

• B.Sc in Computer Science/EEE or relevant Science discipline from any reputed university.
• 5+ years’ work experience in a similar role in any FMCG company.
• Advanced knowledge in all areas of IT operational support (e.g. Windows OS, MS O365 suite of applications, telecoms, Video Conferencing and MS collaboration applications e.g. Teams, SharePoint Online, OneDrive & Skype).
• Advanced knowledge of provisioning and configuration of workstations, mobile devices (iOS/Android) and collaboration equipment (e.g. Video Conference/Skype/Teams rooms, Surface Hub).
• Good knowledge of IT service desk related software, e.g. ServiceNow or similar.

Application Deadline: 22th May, 2024

We value your time and will get back if you are shortlisted within 3 weeks of the application deadline.