上海招聘

ROLES AND RESPONSIBILITIES

- Maintain appropriate service level

- Deliver quality of service on daily basis

- Determine the diagnostic for all the requests created in the ticketing system

- Identify and resolve incidents or forward to the SAP SME Team (ex: change in existing business flows)

- Work on business changes and customer requests (process analysis, configuration)

- Explain and communicate to the key-users

- Provide a point of escalation and support to the functional team helpdesk

- Define and write procedures/documentation

- Perform end-user training

- Ticket Management activities: updates, follow-ups, solutions, documents, status, reports

- Maintain and improve the knowledge database

She/He works closely together with the SAP SME Team to ensure a constant knowledge exchange in order to be able to support new solutions and improve existing solutions.

She/He works closely with all other members of the Application Support Team as well as with the members of the other communities.

EDUCATION AND EXPERIENCE REQUIRED

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• Bachelor’s degree +5 years’ experience in IT related field
• Significant experience in supporting applications and end-users
• SAP Template roll-out experience

SKILLS REQUIRED

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• Great knowledge of SAP (focus on SD and MM modules)

• Strong understanding of integration with modules like PP and QM

• Strong customer service skills required

• Excellent collaboration skills and communication skills

• Effective problem-solving, analytical and time management skills

• Self-educated skills

• Willing to learn

• Flexibility, team spirit

• Demonstrate ability to effectively lead/direct/influence /large complex cross-functional teams, or projects including interaction with senior level managers and stakeholders

LANGUAGES

• Fluent in English

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