Position Responsibilities (key duties, scope of position, goals, expectations, skill requirements, travel requirements)

Support the daily operations:

·         Execute the incident management process ensuring compliance with established service levels

·         Monitor the application components ensuring successful completion and issue resolution

·         Support the problem management process by analyzing trends for recurring issues

·         Estimate the time and effort required to execute change requests created to resolve incidents

·         Translate modification requirements into technical specifications

·         Scheduling and coordination of offshore development work

·         Perform configuration of SAP modules

·         Performance of unit and system testing

·         Support user testing activities

·         Creation of required system documentation

·         Execution of all Change and Release Management process requirements

Participate in all system development phases:

·         Ensure compliance with PMO standards and processes for all development activities

·         Estimation of time and effort required to execute change requests

·         Gathering high-level business requirements

·         Translating requirements into technical specifications

·         Scheduling and coordination of offshore development work to achieve negotiated deadlines

·         Coordination of activities with supporting functions including IT Security and System Administration

·         Perform configuration of SAP modules

·         Performance of unit and system testing

·         Support user testing activities

·         Creation of required system documentation

·         Execution of all Change and Release Management process requirements

Support IT Service Management and IT Quality processes:

·         Responsible for active support and adherence to IT Service Management procedures

·         Responsible for support and compliance with incident, change and release management procedures

·         Responsible for following the Quality Assurance and Testing process

Communicate ongoing efforts to the Application Support Lead:

·         Routinely quantify and qualify project team's work

·         Effectively document and chart activity status and related information

·         Communicate incident status on a regular basis to the Application Lead and Business Relationship Lead

Seek constant improvement:

·         Document and maintain personal and business level goals to strive for their completion

·         Constant learning to improve skill base and business acumen

·         Foster a business ownership mentality

·         Regularly communicate with the team to identify improvement opportunities and develops action plans addressing these areas

Position Requirements (Experience, Technical Expertise):

·         Strong technical understanding of SAP desired

·         Minimum of 5 years experience in the development and support of applications of technology solutions to support business processes

·         Extensive experience in the configuration of SAP ECC SD and FI/AR, Lockbox, EDI

·         Knowledge on O2C process, Inter-company processes, Batch job processing is must

·         Knowledge of Internet-based applications, SAP Portals knowledge or experience preferred

·         Demonstrated understanding of IT Service Management concepts and procedures

·         Demonstrated knowledge of the latest technology innovations and their applicability to business operations

·         Willingness and ability to travel up to 10% of the time

·         Willingness to provide 7 x 24 support required

·         Excellent Microsoft Office/Project skills required

·         ITIL Service Management certification desired

Education:

Bachelor's degree in Computer Science or Information Systems or related discipline required, Masters preferred

Position Dimensions (Core Competencies)

Analysis and Problem-Solving – Effectively examine events, issues and problems and generate optimal solutions in a timely manner.

Communications – Communicate with impact, and create an environment in which people communicate honestly and openly.

Customer Focus – Foster a customer-focused environment delivering exceptional customer service and anticipating future customer needs.

Fosters Teamwork and Cooperation – Foster a sense of collaboration and work effectively across the organization to achieve goals.

Leads for Performance – Demonstrate and foster a sense of urgency and strong commitment to achieving goals.

Drives Change and Innovation – Champion new ideas and initiatives and create an environment that supports change and innovation.