Apply now »







Title:  User Experience & Quality Analyst

Job ID:  89523
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.



Position Purpose

The User Experience & Quality Analyst acts as a liaison between Business and Development teams in order to implement the approved process changes.  The position is responsible of the following main activities:

  • GRM specific area ownership, ensuring the continuous improvement on the corresponding processes in the context of a global approach.
  • Daily routine and change management within their work-stream (Siebel Sales/ Analytics/Data), ensuring all milestones regarding to this process (FD delivery and testing) are properly achieved.
  • Support the application maintenance within their work-stream (Siebel Sales/Analytics/Data), providing good knowledge of business process and its related system functionality. Interaction with other groups to coordinate bug fixing, change request implementation and service operations is required.
  • BTS point of contact for Business and Local IT Leads in the Market. Ensuring the promotion and adoption of the IT global solutions and providing the best practices required. Support the markets assigned in the context of Trade Marketing processes.
  • Projects participation having a supporting role. Managing the ad-hoc activities assigned, during project execution, based on its Technical and Functional Skills.


Main Areas of Responsibility

GRM ownership

  • Knowing all the functionalities under their scope and the markets using it.
  • Continuous improvement aligned with changing business environment.
  • Keep updated all documentation in the GRM SharePoint.
  • Review all Functional Designs related the module owned, ensuring this will meet market requirements without impacting on Global application functionality, other markets needs and performance.
  • Facilitate training sessions of the module owned either internal or to markets in order to consolidate market knowledge. Keep updated the training material.
  • Elaborate KPIS of usage of the GRM module owned


Change Management

  • Understand market requirements and create the detailed functional designs of the application changes, keeping the balance between market specifications and the global solution
  • These designs must be based on business functional specifications and should be aligned with the TME Strategic, Operational and Execution Better Practices
  • They must follow Siebel better practices and architectural constraints defined by the system and data architects
  • Follow up status of scoped items


Application Maintenance / Quality Assurance Support

  • Performs quality reviews of application and deliverables
  • Participate in System Test phases to ensure markets' requirements are meeting and no side issues are appearing in order to improve quality of UAT releases.
  • Follow defined processes to ensure a smooth execution of planned activities. 


Business Relationship

Support JTI markets under their responsibility, providing solution workarounds to issues, managing its expectations, reducing the number of change requests and in general supporting Markets during deployment and post go-live:

  • Application knowledge transfer
  • Share of Better Practices business process
  • System Test Support
  • UAT guidelines
  • Go-Live support
  • Training
  • Presentation skills


Third Level of Support

  • Understand criticality of the issues, setting up priorities based on the available resources and deciding its scope on the different releases. Control issues implementation on a timely manner.


Projects Support


  • Work on the projects under assignment ensuring the tasks under their responsibility are done as planned and aligned with JTI IT quality standards.


Support other IT Teams

  • Provide the functional view on different issues approached by IT
  • Support on technical queries based on its experience
  • Collaborate on maintaining a good working atmosphere and build a trust-based relationship with other team members as well as with Markets' team.


Support Training Preparations

  • To prepare and provide training materials related to the better practices.
  • Following workshops will support markets.


Knowledge, Skills, Experience Required

  • University Degree in Computer, Technical Sciences or equivalent apprenticeship.
  • Fluent in English (written & spoken)
  • Should have an adequate knowledge of technology, which is standard within JTI, such as BI solutions and CRM business process analysis.
  • Fluent in English (written & spoken)
  • Should have an adequate knowledge of technology, which is standard within JTI, such as BI solutions and CRM business process analysis.
  • Basic knowledge of business process on customer relationship



Job Segment: User Experience, Business Process, ERP, Siebel, Quality Assurance, Technology, Management

Apply now »