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Title:  BTS T&T Process Associate

Job ID:  89464
Country:  Philippines
City:  Taguig City
Professional area:  Information Technology
Contract type:  Permanent
Professional level:  Experienced

Taguig City, 00, PH, 1630


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 83% of employees feel happy working at JTI, and why we’ve been recognized as INVESTORS IN PEOPLE in the Philippines.

So when you’re ready to choose a career you’ll love, in a company you’ll love, feel free to #JoinTheIdea

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The position exists to provide expertise in his/her application/process specialization to support the daily operations and effective performance of the business process and solution (application/support design, adoption, maintenance). 

In this respect, the incumbent is responsible for the resolution of minor and complex incidents & change/service request and to deliver timely and quality solutions to the users while at the same time ensuring that they utilize the full application potential. 
Upon request, the incumbent will be part of a specific approved project as an expert in the T&T domain.



1) Operations (Business process / system changes requests)
Having the ownership of the application support requests coming from the Global Service Desk (GSD), you provide application support for both Production and Development through resolution of minor and complex incidents & 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 BTS experts, test implemented technical application notes, communicating, 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 

Provide input to the operational BTS procedures to enhance service to customers

2) Minor/standard enhancements/projects
In regards of new enhancements, You  will also analyze the requests coming from the Team Lead. For that: You will assist senior team members in the analysis of the feasibility of this business request in the context of the standard application solution. You will also participate in analyzing the impact of this requirement on the Standard Solution stack / GRM, whenever applicable.  
Coordinate and conduct the application testing (new support packages, releases, functionality and customizing) in close cooperation with quality assurance and technical team
When participating in a project team

  • 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.

3) Knowledge management

  • You take a permanent effort in keeping the End Users up-to-date and knowledgeable of the systems and business processes / best practices.
  • Provides knowledge transfer and best practices (global processes) to end- users through support/change request resolution. 
  • Maintain the solution database by creating knowledge base articles and getting them validated by the appropriate Expert

4) Process Documentation

  • Maintain up to date appropriate documentation in his/her scope of responsibility this includes BPMLs, Process flows, Enterprise structure and BTS operational procedures.
  • Working together with power users on documenting the processes from a business perspective.
  • Working together with the project team and the process/business Expert on documenting the processes from a technical perspective. Ensures QA on the documentation executed by development teams.

5) Performance management

  • Monitors performance and effectiveness of specific business processes in close cooperation with technical team.
  • Together with other Business Intelligence groups assess master data and reporting requirements for key users in his/her business area.

6) Others

  • Comply with JTI Policies & Procedure and perform J-SOX controls as specified in the J-SOX Global Reference Model (if applicable)
  • Manage various tasks and projects as they arise and upon manager’s request (if applicable). 


  • University Degree on Computer Science or similar technical background
  • 3+ working experience on software development cycles, in the areas of application support, business process design and enterprise business solutions implementation projects
  • Business experience in the related area a plus
  • Good knowledge of supported business processes an the domain of Track & Trace, production, logistic.
  • Basic understanding of other business processes around GSC.
  • Good knowledge of the key support and development request processes.
  • Analytical & Detail oriented; Customer service attitude.
  • Capable to listen to customer, understand their needs and turn them into concrete solutions. 
  • Team working capabilities, creativity, decision taking, easy learning, knowledge retention and put into practice of them, willing to work, service attitude and cooperation.
  • Strong communications skills both written and oral.



• Work in JTI Philippines Headquarters Taguig

• Be covered with medical insurance and HMO upon hiring, with HMO dependent coverage and medicine allowance

• Receive bonuses and cash allowances such as meal and transport allowance

• Have access to over 200 company training

• Well-being programs for employees

• Opportunities for your career growth

• Recreational facilities in the office - Videoke, billiard and table tennis

• 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


Job Segment: Testing, Quality Assurance, QA, Service Desk, Business Intelligence, Technology, Quality, Customer Service

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