Main Areas of Responsibility

• Business Relationship Management (partial responsibility)
• Develop strong relationship with the business 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

• Supports the IT Team to proactively look for potential business improvements by evaluating the existing best IT related practices (inside/outside JTI), share the information among the IT Team.
• 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
• Ensure Technical systems (MS Office, Windows OS, Telephony, Videoconference, etc.) are properly documented and maintained.

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

Security, Business Continuity, 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
• Comply with JTI Policies & Procedure processes in relation to IT business continuity plan and JSOX requirements
• Ensure that end-users are aware of Corporate IT Standards, Policies & Procedures, adhere to them, provides training when it is required -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
• Communicate identified deficiencies and coordinate the implementation of agreed-upon corrective measures Supplier Management (Internal and External)
• Establish effective working relationships with all internal IT Service providers (e.g. GSD, GSM, NCC etc.)
• 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 (if relevant)
• Provide feedback on supplier performance Other: IT Administration
• Responsible for administering IT assets Specific tasks include but are not limited to maintaining an up-to-date IT inventory, 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 in accordance with Procurement department policies and procedures
• Execute prompt PR/PO/invoicing according to Procurement department policies and procedures

Job Requirements

Education:

• University Degree in Computer or Technical Science or strong IT background
• Work Experience:
• 2+ years’ experience in the IT discipline.
• Preferred background of employment experience supporting multinational companies and/or enterprise IT infrastructure
• Good working knowledge of business and related processes in FMCG industry
• Ability to communicate well in English – Writing & Speaking 

How to Apply

Interested and qualified applicant can send their cv through: nte@ethiojobs.net

Note: Use " IT Support Specialist (Addis Ababa)" as the subject line of your email. Female Applicants are Highly Encouraged.