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Title:  BTS RnD Process Expert Manager

Job ID:  87211
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.

Process Expert Manager


The Process Expert acts as a service provider working under the BTS R&D Processes Team Lead or Process Expert lead to implement the approved process changes and continuous improvement of the business.
He also provides expertise in his/her application/process specialization to support the daily operations and effective performance of the business solution (application/support maintenance) with a focus on critical/complex incidents & significant change/service request delivering timely and quality solutions to users while at the same time ensuring that they utilize the full application potential. 
He/she is the expert on the assigned areas, coaching and helping the process/application analysts in the configuration/customization of the associated application modules.
He/she is the point of contact between his/her specific process areas and the Power Users, keeping them up-to-date and knowledgeable of the systems and business processes/best practices.
He drives and monitors the implementation of small approved projects ensuring alignment of changes to the GRM.



What will you do? 


  • 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 


Analyse Business process / system changes requests 

  • Prioritise the changes.
  • Check the impact on GRM and applications customizing (in collaboration with Process Analysts). 
  • Check conflicts between current and proposed functionality (impact analysis).
  • Redesigns or adapts business processes to a change request. Ensures the alignment of the request to the GRM .


Minor/standard enhancements/projects

  • Ensure the design of the proposed solutions and potentially modify the GRM accordingly following the approval process
  • provide time and cost estimate for the implementation of the solutions
  • plan and coordinate the implementation of approved projects
  • Monitor progress of implementation.
  • Ensure system integrity and performance.
  • Coordinate the test (unit test, integration test) in collaboration with the Key users
  • Validate the solution (get signoff).
  • Ensures appropriate documentation is maintained



Who we are looking for?

  • University degree or equivalent
  • 5+ working experience with SAP PDM / PLM / QM / MM / PP systems in the areas of application support, business process design and enterprise business solutions implementation projects Project management experience Business experience in related area a plus
  • Fluent English(written & spoken)

Job Segment: Technical Support, Service Desk, Project Manager, SAP, ERP, Technology, Customer Service

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