Providing first and second level support to users experiencing technical difficulties with the SAP software.
Duties and Responsibilities
Duties & Responsibilities
Analyse and resolve Application issues within the service level agreement (SLA).
Provide world class standby to end-users after hours.
System configuration.
Ensure alignment across SAP and non-SAP systems
Identify repeated incidents and provide root cause analysis and possible solution that are feasiable.
System Enhancements/Optimizations of existing/new SAP programs following the end to end SDLC process.
Schedule knowledge sharing sessions with support consultants for Enhancements and Optimizations implemented
Document troubleshooting steps for future use
Qualifications and Experience
Desired Experience & Qualification
SAP Retail Processes: Understanding of Business Processes Functionality available in SAP. SAP supports a wide range of business processes, ie Inventory Management, Article Master Data, Site Master Data, Promotions, Procurement, Sales and Distribution etc. You should have a good understanding of these business processes and how they are implemented in SAP. This knowledge will help you identify and troubleshoot issues that may arise within these processes.
Competencies
Technical Expertise: Understanding of SAP Software
Problem Solving and Troubleshooting: Excellent problem-solving skills to identify and resolve issues efficiently. Analyze complex problems, conduct root cause analysis, and apply logical thinking to find effective solutions.
Communication Skills: Be able to clearly communicate technical concepts to non-technical users and stakeholders. Active listening, asking relevant questions, and documenting solutions and instructions are important aspects of communication skills.
Customer service Orientation: Have a customer-centric mindset. Be empathetic, patient, and responsive when dealing with user issues. Strive to provide excellent customer service and user satisfaction
Adaptability and Learning Agility: Willing to learn new features, functionalities, and technologies related to SAP. Be proactive in keeping up with industry trends and acquiring new skills and knowledge.
