Title:  PROCESS ANALYST MANAGER

Please, apply by 24th May 2024

Position: Process Analyst Manager – IT BTS Sales & Procurement

Location:  Warsaw, Poland

Contract Type: Local, Permanent

Report to:  BTS Sales & Distribution Service Director

Process Analyst Manager – BTS Sales & Procurement

What this role is about? 

The position exists to provide expertise in his/her application/process specialization to support the daily operations and effective performance of the business solution (application/support maintenance). In this respect the incumbent is responsible for resolution of minor and complex incidents & change/service request 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 the incumbent will be part of specific approved project as a customizing expert. It is also about Team working capabilities, creativity, decision taking, easy learning, knowledge retention and put into practice of them, willing to work, service attitude and cooperation.

What will you do?

• Operations: Having the ownership of the application support requests coming from the Global Service Desk (GSD) and or power users, he/she provides application support for both Production and Development through resolution of minor and complex incidents & change/service request

• Business Partnership: Develop relationships with customers to understand their needs, priorities and  deliver timely and quality solutions to users while at the same time ensuring they utilize the full potential of the application

• 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. 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 specification, testing and implementing business process changes

• Knowledge management: He/she takes a permanent effort in keeping the End Users up-to-date and knowledgeable of the systems and business processes / best practices. Provides 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, he/she will also analyze the requests coming from the Business Expert/team Lead. For that: He/she will assist the Business Expert in the analysis of the feasibility of this business request in the context of the standard application solution. He/she will also participate in analyzing the impact of this requirement on the GRM (global versus local); implement appropriate interface/data transfer from satellite applications to the main application together with the technical specialist (SAP Basis for example) and the development teams; collect and consolidate impacts for legacy systems.

What are we looking for?

• 2-4 years of working experience with SAP or Siebel systems, ideally as IT analyst and preferably in the areas of application support and customer service in a global and multicultural environment

• Business experience in a related area a plus

• Global project implementation experience

• Excellent Business Relationship Management Skills (Stakeholders & Suppliers) in a global multicultural environment.

• Good knowledge of IT processes (including Incident/problem/change/demand management)

• Fluent in English (written & spoken)

What are the next steps – Recruitment Process:

Thank you very much for your interest in the role. You are welcome to apply. We will make sure every candidate will receive a reply within 2 weeks after the application deadline.