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Process Expert Manager


  • offer expired 3 months ago
  • contract of employment
  • full-time
  • team manager
  • home office work, hybrid work
  • remote recruitment


Żelazna 51/53



Your responsibilities

  • Have the ownership of the application support requests coming from the Global Service Desk (GSD) and provide application support for both Production and Development

  • Analyze Business process/system changes requests and it includes prioritizing the changes, checking the impact on GRM and applications in collaboration with Process Analysts, checking conflicts (impact analysis), and redesigning or adapting business processes to change request. Provide time and cost estimates for the implementation of the solutions

  • Contribute to the enhancement of Operational procedures to ensure efficient and effective service to customers by assisting the Operational/team Leads in KPIs monitoring and proactively addressing potential issues in the areas under his responsibility looking for solutions and ensuring customer satisfaction

  • Provides knowledge transfer and best practices (global processes) to power- users through support/change request resolution and training in coordination with the training team but also document with the project team and the process/business Expert processes from a technical perspective

  • Maintain the solution database by creating knowledge base articles, reviewing and validating them from required levels

  • Be the expert on the assigned areas. You will coach and help the process/application analysts in the configuration/customization of the associated application module

  • Maintain up-to-date appropriate documentation in his/her scope of responsibility this includes BPMLs, Process flows, Enterprise structure, and BTS operational procedures

  • Ensure QA on the documentation executed by development teams

Our requirements

  • Business Relationship Management & IT Service Management, with strong interpersonal skills and the 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 collaboration tools (SharePoint, MS Teams, Workplace by Facebook), in the areas of application support, business process design, and enterprise business solutions implementation projects

  • Knowledge of agile ways of working (Devops, Scrums, retrospectives, backlogs)

  • Expert in presentation, verbal, and written communication skills with the ability to articulate complex ideas in easy-to-understand business terms to business partners

  • Able to harness sound UX principles to guide the development and lifecycle of digital products to improve employee/consumer experiences seen as an advantage

  • Project management experience

  • High computer literacy and ability to quickly learn and understand new software and technological trends

  • Fluent in English- written and spoken

  • Digital mindset, analytical, entrepreneurial and curious

  • Experience with analytics storytelling, translating technical problems or solutions into business value seen as a plus

What we offer

  • A competitive pay with an annual bonus and an attractive benefits package including medical care, Multisport card, life insurance, and pension plan (if applicable)

  • Complex environment of working with multiple stakeholders, professional support and a possibility to share knowledge and best practices

  • On-going development opportunities in a multinational environment that will inspire you to grow professionally and personally

  • Wide variety of projects and tasks, ambitious goals, and independence in achieving them

  • Dynamic and innovative spirit with a constant quest to do things better

  • Flexi working hours, home office possibilities

  • Modern office in a convenient location


  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • life insurance

  • remote work opportunities

  • flexible working time

  • retirement pension plan

  • no dress code

  • sharing the costs of holidays for kids

  • charity initiatives

  • JTI Family Leave Benefit - additional paternity leave

  • Anniversary awards

  • JTI Benefit Platform

The role:

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 improvement of the business, ensuring ultimate utilization and value creation. Focused on critical/ complex incidents & significant change/service requests. Expert on the assigned areas and the point of contact between his/her specific process areas and the Power Users.


JTI Poland is part of Japan Tobacco International, a leading international tobacco company. We operate in 130 countries, employ over 45,000 people worldwide and our product portfolio includes world-renowned brands such as Camel, LD, Winston and Logic, available on the Polish market.

In Poland, we employ over 2,300 employees and we are the 3rd player in the tobacco industry. Since the beginning of JTI’s operations in Poland in 2007, we have been the fastest growing tobacco company: our market share has more than quadrupled and our production volume has grown more than 10 times.

But our business, isn’t just business. Our business is our people. Their talent. Their potential. We believe when they’re free to be themselves, grow, travel and develop, amazing things can happen for our business. That’s why since 11 years JTI is one of the Top Employers in Poland, in 2020 being ranked number one for the second year in a row.

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