-Business Engagement – Develop strong customer relationship with the IT user 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 – 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.
-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.
-Business Continuity and Security Compliance – 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. Implement required information security standards, policies and procedures.
-Supplier Management – 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. Provide feedback on supplier performance.
-IT Governance – 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. Review compliance with J-Sox controls and Application Risk Assessment (ARA) and Baseline Controls Risk Assessment (BCRA) targets. Communicate identified deficiencies and coordinate the implementation of agreed-upon corrective measures. Provide the necessary support for IT audits.
-Financial Management – Provide the necessary support for the timely completion of TDT/ASP/LE financial plans. Assist with financial reporting and analysis. Execute prompt PR/PO/invoicing according to PPO policies and procedures.
-IT Administration – Responsible for administering IT assets in the Market. Specific tasks include maintaining an up-to-date IT inventory, and 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.

At least 2 years overall experience in IT discipline, preferably within FMCG industry
IT service management, preferably with working experience using Service Now, HP Service Center or Remedy BMC
IT operational support (infrastructure, business applications)
Independent provisioning and configuration of workstations, telephones, IOS devices and collaboration equipment
IT procurement and supplier management
Technical documentation

Education
University Degree in Information Technology or related discipline

Knowledge
'English proficiency (oral and written)
Basic understanding of:
• FMCG commercial processes
• JTI IT solutions landscape (business applications, IT infrastructure)
• JTI technology standards
• JTI IT processes (change management, incident management, etc.)
• JTI Operating Guidelines and policies and procedures
• JTI financial planning cycles
• J-Sox controls
Good working knowledge of:
• Microsoft Windows® operating system, Microsoft Office® and other client applications
• Workplace and collaboration solutions, including mobile devices (iPhone, iPad) and mobility solutions
• Network, data center and mobile communication technology and services
IT disaster recovery
Information security policies and procedures
Technology trends (cloud, mobility, Business intelligence, open source, big data, etc.)
IT financial management
ITIL