IT Service Automation Officer

We are looking for an IT Service Automation Officer to join us on a permanent contract, based in our Jersey office. 

We are much more than just a Telecom company; we know that the world of technology is ever evolving and we are proud to run and own one of the biggest and most diverse networks, this is what sets us apart from other companies.  

This role is the perfect stepping stone into a career at JT and will see you providing a service on an international scale, which is what will make your day varied and exciting. Every single day will bring something different.  

We offer the opportunity to work across the business with some of the best people in the industry, all within a fast paced, innovative environment.  

So, if you’re looking for a new opportunity to excel your career and develop alongside a collaborative team, then this is the role for you! 

JT is committed to building a diverse and inclusive working environment and JT Family. We will ensure that all individuals are provided reasonable accommodation to participate in job applications, interviews, onboarding processes and beyond. Should you require any support or assistance in making your application, please contact us at [email protected]. 

1. Initial point of contact to provide service support and automation support to internal customers of JT, with a focus on improving 1st and 2nd line standards through workflow and process automation 
2. Operate a strict documented and auditable operation, ensuring all simple tasks, automations and support processes are documented and well-rehearsed within a central repository and all future changes are treated with strict governance controls. 
3. Work to ITIL framework standards – ensuring Incident, Request, Problem and automation change management are always adhered to the highest grade of performance, with automation used to improve service quality and SLA achievement 
4. Build, maintain and continuously improve service automations that remove manual effort, reduce repeatable tasks and improve the end-user support experience across the business 
5. Deliver outstanding customer service and easy to understand language to any queries which may arise, ensuring all issues, requests, automations and service improvements are dealt with in a professional and timely manner, including opportunities to use Agentic AI safely and effectively 

• ITIL v4 Foundation (must be willing to obtain in first 12 months of the role) 
• Experience of building, maintaining or supporting service automations, workflows or scripted operational processes in an enterprise environment 
• Good working knowledge of Microsoft based operating systems, enterprise applications and desktop applications, with the ability to identify opportunities for automation and service improvement 
• Experience of user administration, device provisioning and operational support processes, alongside an understanding of how these can be standardised and automated 
• Awareness of Agentic AI, AI-assisted service operations or intelligent automation, with a experience in applying these safely and effectively within governance controls. 
• Excellent written and verbal communication skills as well as telephone manner.  
• Must be able to communicate well at all levels of technical ability. 
• Ability to work as a team player. 
• Analytical and methodical. 
• Good organisation, prioritisation, and co-ordination skills. 
• Knowledge of relevant internal systems, processes and procedures. 
• A full driving licence is preferable. 

• 24 days holiday 
• Health & Dental Insurance 
• Pension Scheme 
• Bonus Scheme 
• Fully discounted staff services or cash allowance in lieu  
• Professional Development  
• Recharge Days 

  JT provide colleagues with an opportunity to embrace flexibility to work the hours that suit them in a location of their choice – office, home or further afield under our Hybrid Working guidelines.

Through our hybrid working initiative we have diversified the ways in which we recruit, which also means that we are now able to support posts in major global locations. The benefits that are listed above are an example of those that we provide in our key locations, if you are applying from outside of these areas, please note that your compensation package might look a little different.  
 
Our main priority is colleague wellbeing, and we hope this offers greater opportunity for a work life balance. We aim to offer this approach to all colleagues across the business, but we recognise that there are certain roles that will need to work in a specific way due to their nature, such as our colleagues working in engineering, our contact centres and our retail outlets. We are actively working with our management teams to increase flexibility wherever we can.