What are the responsibilities and job description for the SAP Subject Matter Expert position at Bowhead?
Overview
SAP SUBJECT MATTER EXPERT (MSC):
Bowhead seeks a Systems, Applications, and Products (SAP) Subject Matter Expert to join our team in supporting the Military Sealift Command (MSC) Financial Management support Services effort located in Norfolk, VA. The mission of MSC is to provide sealift for strategic mobility support of national defense objectives.
Responsibilities
- Provide tier-1/tier-2 support for SAP Enterprise Resource Planning (ERP) modules, including troubleshooting, transaction assistance, and user navigation support.
- Assist in analyzing, documenting, and resolving issues within General Ledger Accounting Systems (GLAS), SAP, or comparable ERP financial systems.
- Perform data entry, validation, and quality assurance within financial, logistics, or business process modules.
- Coordinate with system administrators and senior SMEs to identify system defects, validate requirements, and support functional enhancements.
- Utilize the National Help Desk Service Manager (NHDSM) or similar ticketing system to log, track, and resolve customer inquiries in accordance with service-level agreements.
- Prepare and maintain documentation, including standard operating procedures, job aids, and knowledge-base articles.
- Provide customer service support, including responding to inquiries, guiding users through system processes, and escalating complex incidents.
- Demonstrate proficiency in Microsoft Word, Microsoft Excel, and Microsoft PowerPoint, including the ability to prepare reports, spreadsheets, and presentation materials.
- Communicate effectively through written and verbal channels with Government and contractor personnel.
Qualifications
- Associates degree PLUS two (2 ) years of relevant experience with IT systems or relevant business operations in business, management, or a related field. Years of experience may substitute education requirement.
- Experience in ERP systems or other forms of General Ledger Accounting Systems (GLAS) are considered relevant.
- Documented customer service experience, preferably with experience in the National Help Desk Service Manager (NHDSM) or a similar system
- Ability to communicate effectively with all levels of employees and outside contacts.
- Strong interpersonal skills and good judgment with the ability to work alone or as part of a team.
Physical Demands
- Must be able to lift 25 pounds on occasion.
- Must be able to stand and walk for prolonged period amounts of time.
- Must be able to twist, bend, and squat periodically.
SECURITY CLEARANCE REQUIREMENTS: Must be able to maintain a security clearance at the Public Trust level. US Citizenship is a requirement for this contract.
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