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Title:  Process Analyst Manager

Job ID:  89396
Country:  Philippines
City:  Taguig
Professional area:  Information Technology
Contract type:  Permanent
Professional level:  Experienced

Taguig, 00, PH, 1643

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.



This position will remain open until filled.


Process Analyst Manager


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. 


What will you do?


1. Operations (Business process / system changes requests)
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 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, he/she will also analyze the requests coming from the Team Lead. For that: He/she will assist senior team members 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 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
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


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.


Who are we looking for?

  • University Degree on Computer Science or similar technical background
  • 3+ year working experience with SAP, InvoiceTrack or ERP systems, preferably in the areas of application support  and customer service in a global multicultural environment. 
  • Business experience in the related area a plus
  • Excellent knowledge of GL/AP/AR business process area.
  • Good knowledge of a whole megaprocess: Finance or Purchasing.
  • Basic understanding of other business processes around Finance.
  • 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.



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

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