Job Description:
- The primary responsibility is the analysis and resolution of complex, cross-module, functional SAP issues.
- The role performs root-cause-analysis, targeted end-user training and provides consulting services to design/project/technical teams.
- This role will provide leadership and expertise to junior members of the team and drives identification of opportunities for the effective use of SAP-related technology and the implementation of SAP-related solutions.
Job Duties:
- Ensure service level management (SLA) compliance through the application of functional and technical expertise, delivering efficient application maintenance and support while confirming adherence to all business, compliance, security and regulatory requirements in a validated environment.
- Functions as the primary production contact for Sales and Distribution (Customer Service and Distribution Centers) and regulatory business user communities.
- Monitors issue resolution progress and acts as a focal point for communication of steady-state and Hypercare activities and statuses.
- Review the resolution and proposed solutions for business and technical impact and to determine if overall results and objectives have been achieved in accordance to the validation and regulatory standards.
- Evaluates and decides on approval for moving support-driven changes to production.
- Ensure change control, access control, and landscape management processes are followed.
- Act as primary SAP support team Subject Matter Expert for business functions using SAP logic in CRM, SD, GTS and EDI.
- Additional key technology functions also include support for Siebel and Salesforce.
- Provide leadership across organizations related to SAP Global Production: 7 x 24 support services and problem resolution.
- Monitor system performance and system alerts and respond accordingly.
- Serve as liaison between the support SAP team and other internal IT organizations and technical groups like BASIS and Development to resolve complex issues.
- Monitor, document and respond to cross functional inter-dependencies, common implementation problems, and the opportunities for improvement resulting in successful Hypercare and efficient/effective transition to steady state post Go Live of major SAP projects, upgrades, rollouts and enhancements.
- Ability to communicate effectively with all levels of the organization (Technical and Functional IT, customer, project, IT and executive leadership). Maintain highest standards of customer service and business professionalism.
- Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.
- Performs other duties and responsibilities as assigned.
Minimum Education Qualifications/Experience:
- Bachelor’s degree in engineering, or the equivalent in education and experience in Computer Science, Engineering, Information System Management or a related technical field or an MBA in Management Information Systems or a related field. Minimum 8 years of experience in SAP Sales and Distribution, Customer Relationship Management, EDI/E-Commerce along with experience in project delivery of all phases of software development lifecycle.
- Technical and Functional Experience Required:
- Comprehensive understanding of SAP-based Sales and Distribution processes employed in the company’s business model.
- Extensive configuration knowledge of SAP SD with integration of FI/CO/MM/WM
- Extensive knowledge of SAP CRM Sales functionality.
- Extensive knowledge of SAP EDI and Ecommerce integrations with SAP and functionality (e.g., 850, 855, 856, 810, etc.)
- SD Configuration/Customizing Knowledge in:
- Enterprise Structure Definition and assignment.
- Customer Master.