Process Analyst Manager

This job is with JTI, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.At JTI we celebrate differences, and everyone truly belongs.46,000 people from all over the worldare continuously building their unique success story with us.83% of employees feel happyworking at JTI.To make a difference with us, all you need to do is bring yourhuman best.What will your story be? Apply nowLearn more: Please apply by 3 October 2025Process Analyst ManagerAs a Process Analyst Manager, you'll play a key role in delivering process excellence and continuous improvement across our business. Acting as a trusted partner, you'll work closely with the BTS Team Lead/ Business Expert Lead to implement approved process changes and drive operational efficiency across our core systems.You will also provide expertise in your 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 requests, delivering timely and quality solutions to users while at the same time ensuring that they utilize the full application potential.You will be the expert on the assigned areas, coaching and helping the process/application analysts in the configuration/customization of the associated application modules.You will be the point of contact between your specific process areas and the Power Users, keeping them up-to-date and knowledgeable of the systems and business processes/best practices. You will drive and monitor the implementation of small approved projects, ensuring alignment of changes to the GRM.ResponsibilitiesTake full ownership of support requests from the Global Service Desk (GSD), focusing on troubleshooting, reproducing issues, and delivering timely, tested solutionsInvestigate problems using internal knowledge bases, SAP Notes, and expert consultation; coordinate with vendors for advanced technical support when necessaryAnalyze, prioritize, and assess the impact of business and system change requests, ensuring alignment with the Global Reference Model (GRM) and minimizing conflictsCoach and support process and application analysts in system configuration and customization to optimize application usageLead minor enhancements and projects, including estimating effort, planning implementation, coordinating testing, and validating solutions with key usersMaintain detailed documentation of processes, change requests, and solutions, while continuously updating the knowledge base to support knowledge sharingFacilitate knowledge transfer and training for power users to promote best practices and system adoptionMonitor operational KPIs, proactively address potential issues, and ensure compliance with company policies and J-SOX controls to maintain system integrity and governanceRequirementsUniversity degree or equivalentFluent English(written & spoken)5+ working experience with SAP, SAP IBP, or SAP TM in the areas of application support, business process design, and enterprise business solutions implementation projectsProject management experienceBusiness experience in the related area is a plusExcellent knowledge of supported business planning and transportation processes and related application functionalityKnowledge of other pillars/work stream business processes and modulesDetailed knowledge of the key support and development request processesExcellent knowledge of the GRM (Global Reference Model) and OCM (handling change activities) at JTIProject management and quality assurance methodology Knowledge (detailed knowledge of application testing, test procedures and test scenarios)Strong knowledge of SAP Planning tools: SAP S/4 Hana, SAP APO, SAP IBP, SAP BW, SAP TMStrong interpersonal skillsAbility to travelWhat To ExpectExpect well-being initiatives, flexible work arrangements, growth opportunities, and excellent benefits, including a unique family leave policy. For more details on local policies, speak with the Talent Advisor.Are you ready to join us? Build your success story at JTI. Apply nowNext StepsAfter applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with Talent Advisor > 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. If you need any specific support, alternative formats, or have other access requirements, please let us know.