Process Analyst Manager

Title: Process Analyst Manager

bucharest, RO, 00000

We are JTI, Japan Tobacco International, and we are present in 130 countries. We have spent years innovating, creating new and better products for the consumers to choose from. This is our business. But not only. Our business is our people. Their talent. Their potential. We believe that when they are free to be themselves, and they are given the opportunity to grow, travel and develop, amazing things can happen.

That’s why our employees, from around the world, choose to be a part of JTI. It is why 80% of employees feel happy working at JTI. And why we’ve been awarded Global Top Employer status, ten years running.

So when you’re ready to choose a career you’ll love, in a company you’ll love, feel free to #JoinTheIdea.

Learn more: jti.com

Process Analyst Manager

What this role is about?

The position exists to provide expertise in your application/process specialization to support the daily operations and effective performance of the business solution (application/support maintenance). In this respect, you will be responsible for resolution of minor and complex incidents & change/service requests and to deliver timely and quality solutions to the users while at the same time ensuring that they utilize the full application potential.

Upon request, you will be part of a specific approved project as a customizing expert.

What will you do?

Operations

• Having ownership of the application support requests coming from the Global Service Desk (GSD), you will provide application support for both Production and Development through resolution of minor and complex incidents & change/service requests. That includes:
• Reproduce the problem in the test system
• Investigate the solution by searching in the internal solutions database, searching for SAP notes if applicable, consulting with relevant experts, testing the implemented technical application notes, communicating, requesting, and monitoring remote access by the application vendor's technical support team
• Test the solutions
• Provide and confirm problem solutions to end-users
• Maintain appropriate documentation on the change request
• When required update the knowledge base tool
• Provide input to the operational BTS procedures to enhance service to customers

Business Partnership

• Develop relationships with customers to understand their needs and priorities and deliver timely and quality solutions to users while at the same time ensuring they utilize the full potential of the application.
• Assist the Business/Process Expert in redesigning or adapting business processes to a change request.
• Ensure the alignment of the request to the GRM. Assist the Business/Process Expert in designing specifications, testing, and implementing business process changes

Documentation & Stewardship

• Maintain up-to-date appropriate documentation in his/her scope of responsibility this includes BPMLs, Process flows, Enterprise structure, and CC operational procedures.
• Working together with power users on documenting the processes from a business perspective.
• Working together with the project team and the process/business Expert on documenting the processes from a technical perspective. Ensures QA on the documentation executed by development teams.

Knowledge management

• Make a permanent effort to keep the End Users up-to-date and knowledgeable of the systems and business processes / best practices.
• Provide knowledge transfer and best practices (global processes) to end-users through support/change request resolution.
• Maintain the solution database by creating knowledge base articles and getting them validated by the appropriate Expert

Major enhancements

• In regards of new projects/major enhancements, analyze the requests coming from the Business Expert/Team Lead.
• Assist the Business Expert in the analysis of the feasibility of this business request in the context of the standard application solution.
• Participate in analyzing the impact of this requirement on the GRM (global versus local).
• Coordinate and conduct the application testing (new support packages, releases, functionality, and customizing) in close cooperation with quality assurance and technical team
• When participating in a project team
• Design of business processes.
• Configuration and configuration coordination from external parties, unit testing
• maintain appropriate documentation.
• Definition and roll out of standards and templates.
• Potentially participate in training business community (key users).
• Ensure transfer of knowledge/expertise from external consultants.

What are we looking for?

• University Degree or equivalent
• 2-4 years of working experience preferably in the areas of IT Project Management, Software development, or Business Analysis
• Fluent English communication skills (written & spoken)
• Excellent knowledge of Business process management
• Awareness of other pillars/workstream business processes and modules
• Extensive Configuration experience in the respective application
• Detailed knowledge of application testing, test procedures, and test scenarios
• Detailed knowledge of support processes
• Analytical & Detail oriented
• Customer service attitude
• Ability to listen and understand questions/problems being communicated by end-users
• Ability to work effectively in a diversified team under high-pressure situations
• Good interpersonal skills

Recruitment process:

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

Job Segment: Testing, Service Desk, Technical Support, Project Manager, QA, Technology, Customer Service, Quality