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Department: IT BTS Corporate Functions Corporate Affairs & Communication Location: Spain, Madrid Role: 7 moths contract Process Expert Manager What this position is about - Purpose: 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 business improvement, ensuring ultimate utilization and value creation.
He/she also 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.
He/she is the expert on the assigned areas, coaching and helping the process/application analysts in the configuration/customization of the associated applications.
He/she 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.
He/she drives and monitors the implementation of small to medium, approved projects ensuring alignment of changes to the Global Reference Model (GRM).
What will you do - Responsibilities: Operations 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 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, consulting with relevant experts, test implemented technical application notes, communicating with, requesting and monitoring remote access by the application vendor's technical support team test the solution Provide and confirm problem solution to end-users 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 Maintain up to date appropriate documentation in his/her 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.
Who are we looking for - Requirements: University degree or equivalent Business Relationship Management & IT Service Management, with strong interpersonal skills and 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 communication and collaboration tools and SaaS application management (MS Sharepoint, MS Teams, Workplace by Meta), in the areas of application support, business process design and enterprise business solutions implementation projects Strong Project Management (waterfall) and/or Scrum Master (agile) experience an advantage Fluent English What are the next steps – Recruitment Process: Thank you very much for your interest in the role.
