Title:  ServiceNow Operations Support Engineer

At JTI we celebrate differences, and everyone truly belongs. 46,000 people from all over the world are continuously building their unique success story with us. 83% of employees feel happy working at JTI.

To make a difference with us, all you need to do is bring your human best.

What will your story be? Apply now!  

Learn more: jti.com

Please apply till 4 April 2025

ServiceNow Operations Support Engineer

Purpose:

ServiceNow Development Analyst Manager support of ServiceNow applications in the CSM area, including administration, integrations, authorization configuration, unit testing, and development activities.

Responsibilities:

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

Requirements:

• 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 the ServiceNow platform, administration, CMDB, Service Portal, Flow Designer, development of custom applications, and scripting
• Good understanding of the key IT processes, knowledge of ITIL or similar frameworks, and 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 the ServiceNow CSM module.
• Have strong experience with ServiceNow integrations.
• Have experience with ServiceNow platform architecture.

What we offer:

• Competitive pay and attractive annual bonus 
• On-going development opportunities in a multinational environment, a wide variety of projects, ambitious goals, and independence in achieving them. Promoting from within the culture 
• Freedom with responsibility (we trust your competencies, ability to manage your time, and your scope of work) 
• A lot of flexibility in terms of work arrangements (work from the office or from home) 
• Private medical care (various options to choose) and life insurance 
• Employee pension and savings programs 
• JTI Family Leave Benefit – including extended paid paternity leave and fully paid maternity leave 
• Multisport card, foreign language classes 
• Wide variety of trainings, webinars, and professional courses on our e-learning platforms, including sponsored certification programs (for employees fulfilling the admission criteria) 
• Modern office with traditions (Art Norblin Factory) in a convenient location, equipped with a library, mindfulness zone, spacious kitchen, garden terrace, massage chairs, and underground bicycle parking 
• Working in a diverse and inclusive organization of over 40 different nationalities 

What to expect:

Expect wellbeing initiatives, flexible work arrangements, growth opportunities, and excellent benefits, including a unique family leave policy. For more details on local policies, speak with the Talent Advisor.

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.

JTI GBS Poland Sp. z o.o. has introduced an Internal Reporting Procedure for Whistleblowers. If you would like to review this procedure, it is available upon request.

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