Title:  Process Analyst Manager

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 Process Analyst functions as a service provider working collaboratively with BTS Experts and other teams to ensure the smooth operation and optimal performance of the business solution (application/support maintenance) within their area of expertise.

Your primary responsibility will be to resolve minor and complex incidents, handle change/service requests, and deliver timely and high-quality solutions to users. Additionally, you will be maximizing the application's capabilities and ensuring users fully utilize its potential.

Furthermore, you may participate in approved projects as a customizing expert upon request. Key attributes for success in this role include strong teamwork skills, creativity, sound decision-making abilities, quick learning capabilities, effective knowledge retention and application, a strong work ethic, a service-oriented mindset, and a cooperative attitude.

What will you do?

Operations (Business process/system change requests)

• Reproducing the problem in the test system to accurately diagnose and understand the issue.
• Conducting thorough investigations to find solutions, which may involve searching internal solutions databases, referring to the relevant documentation, consulting with BTS experts and other teams, and testing implemented solutions
• Communicating with and requesting assistance from the application vendor's technical support team, monitoring remote access as required
• Testing the identified solution to ensure its effectiveness and appropriateness

Minor/standard enhancements/projects

• Analyze the requests coming from the Team Lead
• Assist  senior team members 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)

 Knowledge management

• Make a permanent effort to keep 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

Process Documentation

• Maintain up-to-date appropriate documentation in your scope of responsibility this includes Functional Specifications, BPMLs, Process flows, Enterprise structure, and BTS operational procedures

Performance management

• Monitor the performance and effectiveness of specific business processes in close cooperation with the technical team
• Together with other Business Intelligence groups assess master data and reporting requirements for key users in your business area

What are we looking for?

• University degree or equivalent
• 2-4 years of professional experience working with software solutions built on Microsoft technologies
• Previous experience in application support and customer service, particularly in a global and multicultural setting within the functional areas of the supply network, manufacturing planning, or logistics execution (transportation), is highly desirable
• Having business experience in a related field would be considered a valuable asset
• Fluent in English (written & spoken)
• Past exposure to Agile methodologies
• Past exposure to Customer Relation Management tools
• Experience in using Microsoft Azure DevOps
• Experience in User Story authoring based on Cucumber (or a similar behavior-driven development tool)
• Competency in the use of MS SMS, SQL, and T-SQL
• Background in software development

What are the next steps – 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.