quality process Analyst managerJapan Tobacco International

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 job posting will remain open until the vacancy is filled.
QUALITY PROCESS ANALYST MANAGER
As the Quality 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 solutions for Quality area including but not limited to QIMS and QSens (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. You will participate in rollouts to new locations, collaborating with local teams and global business owners in deploying the global solutions to best suit local needs.
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 tea
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 - Requirements:
Sound Quality process knowledge
Experience in Business Analysis role;
Project management (Waterfall/Agile) skills;
Database structures (MS SQL), Microsoft Azure platform is a plus,
Basic network structures and security knowledge, SAP S4Hana and SAP MII knowledge is a plus;
Excellent communication skills;
Analytical and Detail oriented;
Self-starter, proactive, fast learner and interested in self-development.
Whats's in it for you?
Work at JTI GBS' ultra hip and modern office at West McKinley
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.
Japan Tobacco International

Taguig City, Metro Manila
Permanent
Full-time