Title:  ServiceNow Operations Support Engineer

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

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Learn more: jti.com

Please apply till 4 March 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

Who are we looking for - 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 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.

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