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Title:  ServiceNow Process Manager

Job ID:  49523
Country:  Poland
City:  Warsaw
Professional area:  Information Technology
Contract type:  Permanent
Professional level:  Experienced

Warsaw, MZ, PL, 00-850


We’re JTI, Japan Tobacco International and we believe in freedom. We think that the possibilities are limitless when you’re free to choose. In fact, we’ve spent the last 20 years innovating, creating new and better products for our consumers to choose from. It’s how we’ve grown to be present in 130 countries.

But our business isn’t just business. Our business is our people. Their talent. Their potential. We believe when they’re free to be themselves, 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 awarded Global Top Employer status, six years running

So when you’re ready to choose a career you’ll love, in a company you’ll love, feel free to #JoinTheIdea. 

Learn more: jti.com


ServiceNow Process Manager


What this position is about - Purpose:

The innovative Project GLOBE has been established to support the implementation of new business service delivery model including GBS. Purpose of the position is to support project implementation activities (MyJTI - ServiceNow implementation) & subsequent ongoing continuous improvement / operational support through provision of assistance in Enterprise Service Management process & solution design, testing & training.


This role will have the unique chance to support the introduction & continuous improvement of Enterprise Service Management (MyJTI/ServiceNow) delivery within all three JTI GBSs as well as ensuring ongoing high level of delivery of technology services. The candidate needs to understand the Enterprise Service Management  technology solution - ServiceNow and support the GBS Process Analyst Manager in the role. The role primarily interacts with Global Business Services, supporting business functions involved in the end-to-end delivery of business services supported by Global Business Services, GBS IT, myJTI development team, other internal IT teams & 3rd party software providers.                                                                                                                                                              

What will you do - Responsibilities:


1. Being responsible for the Implementation Project of the most important tool in JTI – MyJTI – ServiceNow technology

  • Functional process design and documentation
  • Writing and aligning user stories
  • Conducting initial functional tests
  • Supporting data preparation & migration activities
  • Training preparation & execution
  • Providing support to the business as per request
  • Analyzing requirements from the business & proposing enhancements to the solution in collaboration with the ESM Business Analyst


2. Being responsible for Implementation Project - Testing Support

  • Data preparation for UAT
  • Follow up during test period
  • Supporting Testers during UAT


3. Operations

  • Providing application & process support for Global Business Services production environment in accordance with operational procedures
  • Working closely with the business to ensure defects and enhancement requests raised are clearly understood, approved and the provided solution tested and accepted.
  • Investigation and resolution of defects and enhancement requests
  • Support the delivery of releases
  • Training Support


Who are we looking for - Requirements:

  • University degree
  • 3-5 year working experience with ServiceNow or other Enterprise Service Management Tools, preferably in solution architect, business analyst or platform administrator role
  • Global project implementation experience
  • Customer service in a global multicultural environment
  • Good interpersonal and business relationship skills in multicultural global environment, business acumen and open, dynamic personality
  • Strong analytical skills
  • Fluent English (written and spoken) is a must
  • Prior working experience with IT projects for P&C/HR or finance departments would be an asset            


What are the next steps – Recruitment process:

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

We will make sure every candidate will receive a reply within 2 weeks after the application deadline.








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