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Title:  Process Analyst Manager

Job ID:  87208
Country:  Philippines
City:  Taguig
Professional area:  Information Technology
Contract type:  Permanent
Professional level:  Experienced

Taguig, 00, PH, 1634


We’re JTI, Japan Tobacco International, and we believe in freedom

We think that the possibilities are limitless when you’re free to choose. We’ve spent the last 20 years innovating and creating new and better products for our consumers to choose from. It’s how we’ve grown to be present in 130 countries, and how we’ve grown from 40 to 4,000+ employees in the Philippines since 2009.


But our business isn’t just business, our business is our people. Their talent. Their potential. We believe that when they’re free to be themselves, to grow, travel and develop, amazing things can happen for our business. That’s why our employees, from around the world, choose to be a part of JTI. It’s why 9 out of 10 would recommend us to a friend, and why we’ve been recognized as INVESTORS IN PEOPLE in the Philippines


It’s the perfect moment for you to #JoinTheIdea. We’re opening our Global Business Service center in the heart of BGC Manila and looking for more than 300 bright minds to join a global multinational with an exciting start-up vibe.



Department: IT BTS People & Culture
Location: Taguig, Metro Manila, Philippines
Reporting to: BTS People & Culture Core HR Process Lead


Process Analyst Manager


The position exists to provide consulting expertise in the area of People & Culture process & solution design (SAP HCM) throughout all of the People & Culture processes in order to support the development and maintenance of the People & Culture Technology Strategy, implementation of People & Culture Technology portfolio (including major projects, initiatives & enhancements), as well as provide advice on any ad hoc business requirements for People & Culture. To achieve this, he / she needs to keep up-to-date with JTI People & Culture technology solutions, (primarily SAP HCM), industry best practice & vendor landscape. He/she is the point of contact between his/her specific process area(s), the business process owner, and the key Power Users; managing business relationships and keeping them up-to-date and knowledgeable of the systems, business processes, best practices, and status of People & Culture Technology portfolio delivery. Other responsibilities include providing expertise in their process / technology area through coaching and providing support to the process / application analysts to ensure the effective delivery of portfolio (including daily operations); service delivery; & vendor management.


What will you do?


  • Major Enhancements / projects
    • In regards of new projects/major enhancements, he/she will have a good understanding of supplier`s products, product roadmaps & be responsible for identifying new functionality / solutions that will enhance People&Culture business processes as well as be able to map identified requirements from the business to the People&Culture solutions portfolio. In the event of an identified gap, work with the Business Expert Managers, solution architect and BTS People&Culture Lead to identify a solution that complements the IT strategy. Responsibilities include:
      • Functional process design and documentation
      • System configuration or management of 3rd party partner system configuration (including config documentation maintenance)
      • Writing and execution of test scripts
      • Data preparation & migrations activities
      • Training preparation & execution
      • Coordinates security and technical integration activities with JTI IT teams
      • Coordinates contract management activities among JTI business/VMO and the 3rd parties
      • Project Management, Test Management, and Change Management activities where required 
  • Operations
    • Having the ownership of the application support requests coming from the Global Service Desk (GSD), he/she provides application support for both Production and Development with a focus on critical/complex incidents & significant change/service request. That includes:
      • reproduce the problem in test system
      • investigate for the solution by searching in internal solutions database, searching for SAP notes if applicable, consulting with relevant experts, test implemented technical application notes, communicating with, requesting and monitoring remote access by the application vendor's technical support team
      • test the solution
      • Provide and confirm problem solution to end-users
      • Maintain appropriate documentation on the change request 
      • when required update the knowledge base tool 
      • Support the delivery of the  Quarterly Releases
        • Review release documentation
        • Implement configuration changes (where required)
        • Execute Regression and Functional Testing as required
        • Update solution documentation as required
        • Manage Release (where required)
  • Project Management

    • Manage significant changes in the People & Culture Technology Portfolio (where required) following Project Management best practice. 

    • Oversee delivery of project(s) falling under his/her area of responsibility ensuring project management best practice is adhered to including regular status reporting. 


    Service Delivery

    • Service Delivery responsibilities span across vendor selection and management. This includes:

      • Appropriate due diligence, business justification and partner selection following JTI Policy and Procedures

      • Contract creation & management ensuring all legal aspects are covered from a service delivery perspective including (but not limited to) Disaster Recovery (Recovery Time Objective; Recovery Point Objective), Data Protection, Service Level Agreements, Service Delivery Penalty Clauses, audit entitlements; termination clauses, data access

      • Coordination of solution evaluation with necessary JTI IT teams (Enterprise architecture, IT Security, Network, Data center, etc.)

      • Measuring and reporting of service delivery KPIs invoking penalties where required

      • Management of open issues (OSS Messages) and enhancements with product teams

      • holding regular service delivery reviews 

  • Knowledge Management / Solution Documentation

    • Maintain up to date appropriate documentation in his/her scope of responsibility ensuring alignment and sign off with all stakeholders (technology and business). This includes:

      • Solution configuration documents

      • Business Process flows and descriptions documents

      • Application portfolio records in IT Service portal

      • Training documentation

    • Contribute to the maintenance of solution database by creating knowledge base articles and getting them validated by the appropriate Expert

  • Legal & Data Compliance

    • Ensure a consistent application of computer controls that support financial audit requirements, for example, fulfill legislative archiving requirements of corporate data.

    • Ensure complete information security assessments are executed where required

    • Ensure IT systems falling under J-SOX scope fulfil audit requirements.

    • Ensure compliance to corporate IT security policies, procedures and standards to ensure consistent protection of information assets of the business function.

    • Ensure compliance to the corporate IT change control procedure which is a global IT J-SOX control 

    • Ensuring that legal/statutory requirements are met including on-going personal data protection compliance as new legislation is published (e.g. EU GDPR, Russia Personal Data Protection, etc)



Who are we looking for?


  • University degree.
  • 3-5 year working experience with SAP HCM, or other JTI People & Culture Global Solutions, preferably either in a business role or business facing role.  
  • Good knowledge of global People & Culture processes & solutions
  • Global project implementation experience
  • Excellent Business Relationship Management Skills (Customers & Suppliers) in a global multicultural environment.
  • Fluent English communication skills (written & spoken) 
  • Ability to document & designing solutions for business processes, as close as possible to SAP HCM standard configuration but covering most of business requirements
  • Ability to quickly explore new SAP / SuccessFactors enhancements and design solutions using newly introduced SAP / SuccessFactors best practices
  • Knowledge and experience of ITIL principles; ideally ITIL or similar certified
  • Knowledge and experience of Project Management (preferably Agile Project Management)
  • Knowledge and experience of SAP Activate methodology
  • Detailed knowledge of application testing, test procedures and test scenarios 
  • Strong interpersonal skills
  • Ability to listen and understand questions/problems being communicated by end-users
  • Analytical & detail orientated
  • The ability to work effectively in a diversified team under pressure situations. 
  • Willing and able to drive changes.
  • Experience of working with Microsoft technologies (e.g. SharePoint & MS Azure stack) - optional


What's in it for you?


  • Work at our JTI GBS office in Manila
  • Be part of a truly international and diverse company with over 40,000 employees in 130 countries.
  • Experience the culture of an Investors in People certified company
  • Find out why 9 out of 10 employees recommend us to a friend.
  • Understand why 9 out of 10 employees say they feel free to be themselves.


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