Process Analyst Manager (O2C/P2P)
Taguig City, Philippines
6d ago

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.


As the Process Analyst Manager, you will act as a service provider working under the BTS Team Lead to support the daily operations and effective performance of the business solution (application / support maintenance) using your expertise in application / process specialization.

In this respect, you are 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, you will be part of specific approved project as a customizing expert.

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, you will also analyze the requests coming from the Team Lead. For that : you will assist senior team members in the analysis of the feasibility of this business request in the context of the standard application solution.
  • You 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, releases, functionality and customizing) in close cooperation with quality assurance and technical team
  • When participating in a project team you will : 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

  • Take 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 your 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 or equivalent
  • 2-4 years working experience with SAP systems, preferably in the areas of application support and customer service in a global and multicultural environment in functional area of O2C and P2P;
  • exposure to supply network / manufacturing planning / logistics execution (transportation) is good to have

  • Basic understanding of other pillars / work stream business processes and modules
  • Good knowledge of the key support and development request processes
  • Fluent English (written & spoken)
  • Analytical & Detail oriented
  • Customer service attitude
  • Capacity to listen to customer, understand their needs and turn them into concrete solutions.
  • Team working capabilities
  • Creativity
  • Quick thinking and good decision making skills
  • Fast learner with a knowledge retention and is able put them into practice
  • What's in it for you?

  • 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 for applying!

    We will make sure to give you feedback 2 weeks after the application deadline.

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