Title:  Live Market Support Manager

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Live Market Support Manager

The Live Market Support Manager will be responsible for successful adoption and implementation of digital consumers solutions in the markets, providing expertise and support on functional usage, operations and effective execution, as well as raising and following up risks and mitigations required for successful adoption.

The person acts as liaison between Market functions and IT delivery teams, becoming and coordinating other IT teams and 3rd party companies to deliver their specific initiatives on time and budget agreed plans. The role also guarantees IT Governance on Marketing & Sales related matters and proper communication.

As the Live Support Manager in the area of Information Technology, you will: 

• Business Relationship Management
  • Provide functional expertise on Digital Consumers processes and solutions, ensuring final user's adoption.
  • 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 apply the full potential of the application.
  • Be a Partner & Consultant (“Understand the Business & Processes”)
  • Translate Business needs into simple Solutions (“Make things happen”)
• Change management:
  • In regards of new projects/major improvements, you will analyze the requests coming from demand funnel. For that: you will analyze the feasibility of this business request in the context of the standard application solution and 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 collaboration with quality assurance and technical teams.
• Project Management.
  • You will be part of the project team and will do the following:
    • 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.

Requirements: 

• University degree in Computer Science or similar
• Fluent English
• 4 years working experience on the following new technology trends:
  • Cloud SAAS solutions
  • e-commerce: Wordpress, Adobe, Magento, Google Analytics
  • <span 72="">Microsoft Power Platform (Power BI, Power Apps, Power Automate)
  • Microsoft O365 Platform (SharePoint, Office, Teams, etc.)
  • Microsoft SQL Server & Microsoft Azure (Data Factory)
  • New generation Business Intelligence solutions (MS Power BI)
• Solid experience in data integration technologies
• Experience in Business Analysis & Business requirements analysis
• Experience in solutions design and architecture, including application design methodology such as Agile methodology, interface design, and scalability.
• Supplier management
• Experience working with Microsoft office tools
• Experience on CRM solutions would be a plus
• Ability to quickly learn new tools and technologies
• Good interpersonal & communication skills, ability to connect easily and efficiently with the members of the international virtual IT teams and Markets
• Analytical & Detail oriented
• Ability to work autonomously

Are you ready to join us? Build your success story at JTI. Apply now!

Next Steps:

After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with TA > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.

At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. We are committed to providing reasonable adjustments to applicants with special needs. If you require any accommodations, please let the Talent Advisor know during the selection process.