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Title:  SAP FICO Application Support Manager

Job ID:  78224
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.






(2 FTE Requirement)


As the Finance Process Analyst Manager you will provide expertise in your application/process specialization to support the daily operations and effective performance of the business solution (application/support maintenance). In this respect you are 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 you will be part of specific approved project as a customizing expert.


What will you do?


1) Operations

  • Having the ownership of the application support requests coming from the Global Service Desk (GSD) and or power users, he/she provides application support for both Production and Development through resolution of minor and complex incidents & change/service request. That includes:
    • understanding of business processes and ability to translate them into application requirements
    • reproducing the problem in test system and investigating 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
    • testing and providing solutions to end-users
    •  maintaining appropriate documentation on the change request when required update the knowledge base tool 
    • providing input to the operational BTS procedures to enhance service to customers
    • providing timely and proper communication with stakeholders, such as end users, IT colleagues, business functions, process owners and suppliers

2) Business Partnership

  • Develop relationships with customers to understand their needs, priorities and  deliver timely and quality solutions to users while at the same time ensuring they utilize the full potential of the application

3) Collaboration

  • Assist the Business/Process Expert in redesigning or adapting business processes to a change request
  • Ensure the alignment of the request to the GRM 
  • Assist the Business/Process Expert in designing specification, testing and implementing business process changes

4) Documentation & Stewardship

  • Maintain up to date appropriate documentation in his/her scope of responsibility this includes BPMLs, Process flows, Enterprise structure and CC 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) Knowledge management

  • He/she takes 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

6) Major enhancements

  • In regards of new projects/major enhancements, he/she will also analyze the requests coming from the Business Expert/team Lead. For that:
    • He/she will assist the Business Expert in the analysis of the feasibility of this business request in the context of the standard application solution. 
    • He/she will also participate in analyzing the impact of this requirement on the GRM (global versus local)
    • Coordinate and conduct the application testing (new support packages upgrades, releases, functionality and customizing) in close cooperation with quality assurance and technical team
  • When participating in a project team:
    • Propose adequate SAP solutions minimizing gaps with the SAP standard functionalities by challenging business requirements and specify for customizing and development the agreed solutions.
    • Contribute to the design of transversal streams: master data management, migration strategy, analytics, authorizations and process controls.
    • 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.
  • Implement appropriate interface/data transfer from satellite applications to the main application together with the technical specialist (SAP Basis for example) and the development teams. Collect and consolidate impacts for legacy systems.


Who are we looking for?


  • University Degree or equivalent                                            
  • 2-4 years working experience with SAP FICO or Siebel systems preferably in the areas of application support and customer service in a global and multicultural environment
  • Business experience in related area a plus                                         
  • Fluent English (written & spoken) 
  • Excellent knowledge of the Businesses process related to his/her modules/processes
  • Awareness of other pillars/work stream business processes and modules
  • Extensive Configuration experience in the respective application
  • Detailed knowledge of application testing, test procedures and test scenarios 
  • Detailed knowledge of support processes.
  • Analytical & Detail oriented
  • Customer service attitude
  • Ability to listen and understand questions/problems being communicated by end-users
  • The ability to work effectively in a diversified team under pressure situations. 
  • Good interpersonal skills                                        


What's in it for you?


  • Work in the new, ultra modern JTI GBS office in West McKinley
  • 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?

Thank you very much for applying!

We will make sure to provide feedback on your application within 2 weeks after the application deadline.



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