Title:  BTS Track & Trace Process Expert Manager (Corporate Systems)

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Learn more: jti.com

BTS Track & Trace Process Expert Manager (Corporate Systems)

What this role is about?

The BTS Track & Trace Process Expert Manager acts as a service provider to implement the approved process changes and continuous improvement of the business.

You will also provide expertise in application/process specialization to support the daily operations and effective performance of the business solution (application/support maintenance) with a focus on projects, significant change/service requests & critical/complex incidents; delivering timely and quality solutions to users while at the same time ensuring that they utilize the full application potential.

What will you do?

• Analyze Business process/system changes requests, prioritize the changes, check the impact on GRM and applications (in collaboration with Process Analysts), check conflicts between current and proposed functionality (impact analysis)
• Minor/standard enhancements and projects: ensure the design of the proposed solutions and potentially modify the GRM accordingly following the approval process, provide time and cost estimates for the implementation of the solutions, plan and coordinate the implementation of approved projects, monitor the progress of implementation, ensure system integrity and performance, coordinate the test (unit test, integration test) in collaboration with the Key users
• Having the ownership of the application support requests coming from the Global Service Desk (GSD), you provide application support for both Production and Development with a focus on critical/complex incidents & significant change/service requests: reproduce the problem in the test system, investigate for the solution by searching in internal solutions database, searching for SAP notes if applicable, consult with relevant experts, test implemented technical application, test the solution, provide and confirm problem solution to end-users, maintain appropriate documentation on the change request
• Knowledge management: provide knowledge transfer and best practices (global processes) to power- users through support/change request resolution and training in coordination with the training team, maintain the solution database by creating knowledge base articles, getting them reviewed and validated from required levels, being the expert on the assigned areas

What are we looking for?

• University degree
• 5+ working experience with SAP or Track and Trace systems in the areas of application support, business process design, and enterprise business solutions implementation projects
• Business experience in the related area a plus
• Fluent English(written & spoken)
• Excellent knowledge of supported business processes and related application functionality
• Knowledge of other pillars/workstream business processes and modules
• Detailed knowledge of the key support and development request processes
• Project management and quality assurance methodology knowledge (detailed knowledge of application testing, test procedures, and test scenarios)
• Analytical & Detail oriented
• Customer service attitude

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.