Title:  Process Analyst Manager

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

Learn more: jti.com

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 solution (application/support maintenance). In this respect the incumbent is responsible for 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 specific approved project as a customizing expert.

Team working capabilities, creativity, decision taking, easy learning, knowledge retention and put into practice of them, willing to work, service attitude and cooperation.

Main areas of responsibilities:

• 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
• 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
• 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
• 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

Requirements:

• University Degree or equivalent
• 2-4 years working experience with SAP, preferably in the areas of application support and customer service in a global and multicultural environment
• Business experience in related area a plus
• SQL - basic knowledge. If advanced, would be a plus
• MS Access - basic knowledge. If advanced, would be a plus
• Excel - formulas, PowerQuery
• SharePoint (Nintex would be a plus), PowerAutomate
• Knowledge/experience with SAP Business Warehouse (BW) would be a plus
• Fluent English (written & spoken)