Title:  PROCESS EXPERT MANAGER

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Location: Spain, Madrid

                                                               Process Expert Manager

What this position is about - Purpose:

The Process Expert acts as a digital and technical business partner working under the BTS Team Lead/Business Expert lead to implement the approved process changes and continuous business improvement, ensuring ultimate utilization and value creation.

He/she also provides expertise in his/her 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. He/she is the expert on the assigned areas, coaching and helping the process/application analysts in the configuration/customization of the associated applications.

 He/she is the point of contact between his/her specific process areas and the Power Users, keeping them up-to-date and knowledgeable of the systems and business processes/best practices.

 He/she drives and monitors the implementation of small to medium, approved projects ensuring alignment of changes to the Global Reference Model (GRM).

What will you do - Responsibilities: 

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
• investigate 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

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

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

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.

Who are we looking for - Requirements:

• University degree or equivalent
• Business Relationship Management & IT Service Management, with strong interpersonal skills and ability to identify and collaborate with key stakeholders across functions
• System maintenance, security & upgrades
• IT Service Now – Business Services, Change (project) Mgmt, Reporting
• 5+ working experience with communication and collaboration tools and SaaS application management (MS Sharepoint, MS Teams, Workplace by Meta), in the areas of application support, business process design and enterprise business solutions implementation projects
• Strong Project Management (waterfall) and/or Scrum Master (agile) experience an advantage
• Fluent English

Are you ready to join us? Build your success story at JTI. Apply now!

Next Steps:

After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with TA > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.

At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. We are committed to providing reasonable adjustments to applicants with special needs. If you require any accommodations, please let the Talent Advisor know during the selection process.