BTS Process Expert Manager (Quality & Traceability)
Madrid, Spain
hace 6 días

Professional area : Information Technology Professional level : Experienced

JTI is a leading international tobacco company with operations in more than 120 countries. We’re the global owner of world-renowned brands such as Winston, the number two cigarette brand in the world, and Camel (outside the US).

Our global brands also include Mevius, LD and Natural American Spirit, and we manufacture the internationally recognized Logic e-cigarette brand and Ploom Tech, a major brand in the heated tobacco category.

Headquartered in Geneva, Switzerland, we employ over 40’000 people across the globe. We were recently awarded Global Top Employer for the fourth consecutive year with regional Top Employer Certification in Europe #1, Asia #1, North America #1, Africa #2 and Middle East #3.

This is recognition of our outstanding talent strategy, energizing culture and commitment to learning and development.

We are a member of the Japan Tobacco Group of Companies. For more information visit .

This role will be mostly focused on Traceability (Production and Development) processes as a part of large internal / external project / support organization.

Incumbent will be part of daily support organization and will be in charge of the traceability processes . In this respect the incumbent,

  • acts as a service provider working to implement the approved process changes and continuous improvement of the business.
  • 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.
  • coaches and helps the analysts in the configuration / customization of the associated application modules.
  • 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.
  • drives and monitors the implementation of small approved projects ensuring alignment of changes to the GRM.
  • Daily work will be 30% functional, 70% technical.

    Main Responsibilities

  • 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, requesting and monitoring remote access by the application vendor's technical support team, provide and confirm problem solution to end-users, Maintain appropriate documentation on the change request etc)

  • 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. Coordinate the test (unit test, integration test) in collaboration with the Key users Validate the solution (get signoff).

    Ensures appropriate documentation is maintained

  • Knowledge management. Provides knowledge transfer and best practices (global processes) to power- users through support / change request resolution and training in coordination with the training team.
  • Maintain the solution database by creating knowledge base articles, getting them reviewed and validated from required levels.

    Being the expert on the assigned areas, he / she coaches and helps the process / application analysts in the configuration / customization of the associated application modules.

  • 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.
  • Maintain up to date appropriate documentation
  • Location

  • JTI Madrid Office
  • This is a global position within JTI. Having internal customers throughout the entire company may involve travelling during various phases of projects.
  • Depending on the Projects’ schedule the time spend away from the home location may reach 10-15% of the total working time

    Applicant Profile

  • University degree, preferably information technology related.
  • Independent and autonomous profile, who feels comfortable working alone, takes ownership of his / her responsibilities and and takes decisions
  • Strong, mature personality, self-confident and resilient
  • Self-motivated, looking for challenges
  • Passion for technology
  • Likes to solve problems and has an analytical mindset. We’re looking for someone who really likes to dive in the systems looking for solutions and is curious to know how the system is built and how it can be improved.
  • Good at following-up tasks assigned to himself and to others
  • More technically oriented but able to establish strong relationships with his / her internal customers from clarifying the requirements until delivering the benefits and supporting the delivered solutions
  • Good interpersonal skills
  • Good communication skills, high English level and multicultural sensitivity. He / she will work fully in English, on remote and with teammates, vendors and internal clients worldwide
  • Attitude for Working in projects
  • Availability for travelling abroad (10-15%)
  • Professional Skills and Background


  • 7+ working experience on software development cycles, in the areas of application support, business process design and enterprise business solutions implementation projects.
  • We need a development background but with some experience in a functional / business analyst role, and plans to develop management skills in the future

  • Experience on .Net, C#, SQL technologies

  • Experience in logistics processes, mainly Production and Development
  • Experience with interfacing SAP with external systems
  • Experience with one or more of the following technologies is a plus : SAP SD, PP, QM, MM / IM / ABAP (debugging), SAP Basis and Security, Oracle, XML
  • Project Management skills
  • Good technical document writing and reviewing skills
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