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Title:  Product Data Management (PDM) Application Support Manager

Job ID:  78362
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 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.






As the PDM Application Support Manager, you will act as a service provider working under the BTS PDM & QA Processes Team Lead or Business Expert lead to implement the approved process changes and continuous improvement of the business.


You will provide expertise in your 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. 


You are the expert on the assigned areas, coaching and helping the process/application analysts in the configuration/customization of the associated application modules. You will also serve as the point of contact between your specific process areas and the Power Users, keeping them up-to-date and knowledgeable of the systems and business processes/best practices.


You are to drive and monitor the implementation of small approved projects ensuring alignment of changes to the GRM.


What will you do?


1) 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
    • -nvestigate 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

2) 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
  • Contributes to the enhancement of Operational procedures to ensure efficient and effective service to customers by assisting the Operational/team Leads in KPIs monitoring and proactively addresses potential issues on the areas under his responsibility looking for solutions and ensuring customer satisfaction 

3) 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

4) Knowledge management

  • Provides knowledge transfer and best practices (global processes) to power- users through support/change request resolution and training in coordination with the training team.
  • Maintain the solution database by creating knowledge base articles, getting them reviewed and validated from required levels.
  • Being the expert on the assigned areas, he/she coaches and helps the process/application analysts in the configuration/customization of the associated application modules.
  • 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) 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.


Who are we looking for?


  • University degree or equivalent                                            
  • 5+ working experience in the areas of application support, business process design and enterprise business solutions implementation projects
  • SAP PDM systems experience is desired 
  • Project management experience
  • Business experience in related area a plus                                           
  • Fluent English(written & spoken)                                            
  • Excellent knowledge of supported business processes and related application functionality
  • Knowledge of other pillars/work stream business processes and modules
  • Detailed knowledge of the key support and development request processes
  • Excellent knowledge of the GRM and OCM at JTI project management and quality assurance methodology
  • Analytical & Detail oriented
  • Customer service attitude; capacity to listen to customer, understand their needs and turn them into concrete solutions
  • The ability to work effectively in a diversified team under pressure situations
  • Good interpersonal skills


What's in it for you?


  • Work in JTI GBS Manila's ultra hip and modern office in West McKinley, Taguig
  • Be covered with medical insurance upon hiring, with dependent coverage and medicine allowance
  • Receive cash allowances such as meal and transport allowance
  • Flexible working arrangements
  • Have access to over 200 company training
  • 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.


What are the next steps – Recruitment process:


Thank you for applying!

We will make sure to give you feedback 2 weeks after the application deadline.



Job Segment: Technical Support, Quality Assurance, QA, Data Management, Service Desk, Technology, Quality, Data, Customer Service

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