IT I&O Services Analyst

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Learn more :

Please, apply until July 16th 2024

WG4 - Local are applicants welcome

Job title : On-site IT I&O Services Analyst

Location : Raleigh, NJ, USA

Reporting to : REGIONAL ON-SITE I&O MANAGER

On-site IT I&O Services Analyst

Position Purpose :

• Management of the on-site infrastructure and operations in the location (Market / Factory / Leaf Origin) ensuring the delivery of all services dedicated to support of the users on-site and provision of the infrastructure for running JTI business, such as on-site technical infrastructure maintenance, end user operational support, distribution of all IT equipment and network on-site support
• Selection of the qualified external vendors / suppliers as per JTI’s Operating Guidelines, policies and procedures and J-Sox controls
• Delivery of required service levels as measured by objective KPIs and dashboards, following the established JTI IT policies and strategic directions, ensuring On-site IT I&O operations are effective, efficient, adhere to the budget for the on-site IT I&O and strategic vendors
• Tracking of the on-site IT I&O financial budgets
• Supporting line manager in timely preparation and submission of financial plans in accordance with JTI planning cycles (SPC / ASP / LE),
• Overseeing of necessary IT administrative activities related to the location

This position also supports ON-SITE I&O Cluster Lead (or the line manager) in identification of the technical infrastructure & end-user computing requirements for market / factory / leaf business operations by cooperating with respective IT Leads to advise the IT Infrastructure and Operations Pillar for the required systems / solutions.

The role is accountable for managing the implementation and execution of all required global & local IT infrastructure systems, providing end-user computing services in incumbents' locations.

Responsibilities and Requirements :

Stakeholder Management / Operational Excellence

• Develop and maintain professional "customer excellence" relationship with the business community and MFO (Market, Factory, Origins) IT teams to ensure 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

External Stakeholder / Vendor Management

In alignment with Regional Onsite I&O lead :

• Safeguard that externally contracted technical services are established properly inside the area of responsibility; ensure that all external technical services are delivered, performance management is followed appropriately according to vendor contracts and JTI policies and procedures
• Plan and place the external resources as required in a cluster to fulfill expected service quality
• Seek vendor / service consolidation opportunities with intra- and inter area / country / regional approach to bring service improvement & cost effectiveness without business disruption

Technical Service Delivery Management

• Inform line manager and act as single and most senior point of escalation for the management of IT technical related issues and / or topics in the area of responsibility (Market, Factory or Leaf Origin)
• Ensure performance of all / any IT technical related services delivered in the area of responsibility , including IT technical platforms ( networks, local data centers) and end-user computing services, meet business requirements, and address concerns with relevant global service owners / IT Leads / Business Leads as required
• Accountable for regularly review of IT service delivery performance vis-à-vis standards and best practices, leveraging the IT performance management platforms for the market, ensure appropriate coordination and communication with respective Regions and the Clusters / Markets / Factories / Leaf origins to gain meaningful and actionable insights to improve service quality and performance efficiency

In alignment with Line Manager :

• Drive the search for potential service improvements for supporting the business by evaluating the existing best IT related practices (inside / outside JTI), share the information among the Cluster / Regional / Factory / Leaf IT Leads and provide recommendations for implementation
• Ensure regular maintenance of IT infrastructure in a region to minimize business disruption and the timely communication of system changes to the respective Regions / Cluster / Entity IT teams for facilitating user readiness to adopt the changes

IT Governance

Ownership of the Onsite IT I&O budget for the area of responsibility. Responsible to support line manager in effective planning of the AP / SP and LE processes, of delivering on commitments, and of managing and reporting with clarity how the local budget is used to run existing services, the cost of transformation / change and efficiencies gained by changes.

Optimize, control, and reduce costs, when possible, to improve costs / resource efficiencies and profitability within the market

Ensure application of corporate IT systems change management policy are reviewed and approved by the respective I&O Cluster Leads and / or the Regions I&O Services Director (according to the policy thresholds)

In alignment with Line Manager :

Drive cost avoidance through the alignment as much as possible to IT technology standards ( network infrastructure, data center system and end-user computing technologies), also seeking to re-use existing technology equipment across the groups, and drive cost efficiencies within the regions or globally

Compliance

• Ensure a consistent application of computer controls that support financial audit requirements
• Ensure local IT systems in the market falling under J-SOX scope fulfill audit requirements
• Ensure compliance to IT security policies and procedures, and standards to ensure consistent protection of information assets across the region
• Ensure compliance to the IT change management procedure which is a global IT J-SOX control (with formal approval role in IT's global One Change Management policy & procedures)

Minimum Qualifications :

• University Degree in Computer or Technical Science or strong IT background
• 2-3+ years of IT management (including people management) with more than 5 years of overall experience in IT discipline.

Preferred background employment experience would be in multinational companies. Good working knowledge of business and related processes in FMCG industry.

• Advanced English. Should have an adequate knowledge of technology, which is standard within JTI, such as Microsoft solutions, local and wide area network, telecommunication, etc.
• Strong understanding of customer service environment and objectives
• High level of communication and negotiation skills. Culturally aware.
• Able to prioritize on specific areas within region.
• Strategic insight and good knowledge of JTI business and related processes such as HR, Legal, Finance, GSC, Leaf, SRA areas, M&S
• People / Vendors / Services management skills
• Ability to innovate and think outside the box
• Flexibility to adapt to changing business environment and priorities
• Proven project management skills
• Strong problem-solving skills
• Strong analytical skills
• Strong financial and budgetary understanding
• Excellent knowledge of IT technology, infrastructure and business applications
• Excellent understanding of JTI policies and processes and ability to leverage them in a timely and simple way
• Able to deliver within tight deadlines and with limited resources

Thank you very much for your interest in the role. You are welcome to apply. Feedback will be provided to all applicants throughout the recruitment process.