Purpose of the position is to support various project implementation activities  & subsequent ongoing continuous improvement and operational support through provision of consulting expertise in Enterprise Service Management process & solution design, solution configuration (where required), testing & training. This role will support the introduction & continuous improvement of Enterprise Service Management delivery within GBS as well as ensuring ongoing high level of delivery of technology services. He/she needs to keep up-to-date with Enterprise Service Management technology solutions (ServiceNow), & ensures end-users are up-to-date & knowledgeable of the systems, business processes & best practices. Other responsibilities include Business Relationship Management, project management, ensuring legal & data compliance, service delivery & vendor management. This 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, & software providers. The role will work in close collaboration with other BTS teams & SNDC teams colleagues  (e.g. Finance BTS in support of delivery of Finance services, etc), as well as with various business stakeholders and MyJTI Product Owners.

Main areas of responsibilities:

• Support with major Enhancements / projects: He/she will have a good understanding of supplier`s products, ServiceNow product roadmaps, & be responsible for identifying new functionality / solutions that will enhance Global Business Services Enterprise Service Management / business processes, as well as be able to map identified requirements from the business to the Enterprise Service Management solutions portfolio. In the event of an identified gap, work with the GBS ESM/EDM Solution Architect and BTS GBS Business Expert to identify a solution that complements the IT strategy
• Support with operational activities: Provide application & process support for Global Business Services production environment (MyJTI Platform) in accordance with IT standards and operational procedures
• Support with Knowledge Management: You must keep up-to-date with Enterprise Service Management technology solution roadmaps (primarily ServiceNow), ensure end-users are up-to-date & knowledgeable of the systems, business processes & best practices. Provide knowledge transfer & best practices to end users & GBS Power users through daily support/change request resolution, scheduled monthly/quarterly releases, & ongoing collaboration.
• Business Relationship Management: Develop relationships & work directly with the GBS Delivery Excellence team, Business Engagement & Service Delivery teams, Global Business Process Owners (where required) to understand their needs & priorities as well as share industry trends & supplier product roadmaps to ensure delivery of  timely & quality solutions that are aligned with IT Strategy

• University Degree or equivalent
• 3-5 year working experience with ServiceNow or other Enterprise Service Management Tools
• ServiceNow configuration / development / implementation experience would be a plus
• Good understanding of JTI business processes & supporting global technology solutions
• Global project implementation experience would be a plus
• Analytical & Detail oriented
• Experience in Business Analysis & Business requirements analysis
• Advanced Excel and PowerPoint skills
• Ability to quickly learn new tools and technologies
• Strong interpersonal & communication skills. Ability to connect easily and efficiently, listen & understand questions/problems being communicated by end-users
• Project management experience, as knowing the agile/scrum/kanban would be a plus
• Strong interpersonal & communication skills, ability to connect easily and efficiently with the members of the international virtual IT teams and Markets
• Fluent English (written & spoken)