POSITION SUMMARY:

Supports system users (customers) by promptly resolving their Level 2/3 issues/queries working as required with the appropriate parties for resolution.

FUNCTIONS:

• Maintain appropriate log of issues/queries as put forward by markets within support software
• Optimize issue resolution by following production support procedures effective, efficient, documented issue resolution
• Work closely within the support team and liaise with other functional team member and/or managers in order to maintain and apply common processes
• Actively promote the designed processes within the organization
• Contribute to group goals as set out in the methodology and achieve high level results by being proactive in the approach
• Participate in ad-hoc and on-going support and financial projects
• Engage and manage customer relationship at an individual and group level
• Regular and reliable attendance required
• Ability to work onsite in an office environment with limited remote work alternatives, consistent with applicable law

EDUCATION, SKILLS AND EXPERIENCE REQUIREMENTS:

• High School Diploma or equivalent
• Bachelor s degree in business administration or computer science OR a minimum of 1 year of SAP experience required
• Proficiency with MS Office required
• Knowledge of SAP Processes from finance to production and project management areas (SAP Roles or End User experience)
• Configuration experience in SAP SD, MM, and/or FI/CO is preferred
• Knowledge of PS integration points is preferred
• Experience in using ITSM tools (ex. Remedy) is preferred
• Exceptional verbal and written communication skills
• Ability to work to tight deadlines
• Able to take full responsibility for tasks/tickets