Your work will be varied. Below will be some of your core responsibilities:
- Report to the SAP IT Manager and work as part of the SAP Support team providing guidance and technical expertise to internal SAP users.
- Provide “Business As Usual” (BAU) support of every day break/fix issues, enhancement identification and delivery of solution improvements, as well as support for ongoing or future projects.
- Assist in continuous improvement efforts to enhance system performance and to provide enhanced functionality. Work across the organisation to identify any potential gaps in current processes.
- Interact with business users to assess incoming requirements and perform business requirements analysis documentation.
- Documentation Control (create/maintain technical/business process documents). Deconstruct and express complex information in clear and unambiguous documentation.
- Investigate and resolve issues that are reported through the ticket support tool, manage the incoming ticket queue to ensure SLAs are met. Diagnose, analyse, and reproduce issues to understand their root cause.
- Escalate issues internally/externally and work alongside external SAP support provider to resolve tickets in a timely and efficient manner.
- Adhere to change control processes for testing & implementing system changes, fixes, enhancements. Providing application support during deployment projects.
- Work with internal departments and establish internal business relationships.