SAP SUPPORT ANALYST
About the role
This role is responsible for
o Tracking, handling and providing first line SAP support to all end users. The Support analyst will need to diagnose, analyse and attempt to solve the issue. Training end users and creation of training material will also be required.
o Relevant degree/diploma
o SAP certification preferred
o At least 3-5 years SAP Support Analyst
o Authorisation/ABAP/Workflow preferable
Specific SHE Requirements
o Pre-employment, routine and exit medicals are compulsory due to the nature of the business
o Attendance to SHE related training is mandatory.
o Adherence to SHE Instructions (Waste Segregation, Water and Energy Saving Initiatives)
o Compliance to SHE Site Rules is compulsory.
o NBI uses hazardous and biologically active chemicals. The successful candidate will be required to use proper PPE and will go through medical examinations as per OSH Act requirements.
Key Performance Areas
SAP Support Analysis
o Monitor and track SAP helpdesk calls
o Provide first line SAP support of all SAP Modules
o Diagnose, analyse and solve SAP issues on the helpdesk
o Resolve calls within SLA
o Ensures all incidents and issues are appropriately recorded and reviewed during weekly status meetings (or sooner) to ensure timely resolution
o Ensure all change documents are signed in a timely and efficient manner
o Analyse the current business processes – highlighting their strengths and weaknesses – and explore ways IT can contribute to improving these processes.
o Perform Testing as and when required of the above SAP Modules
o Write functional specs and interacting with developers to create reports
o Conduct trend analysis with SAP Issues being logged to highlight possible system changes or user training
o Manage or participate in project implementations with a SAP impact.
Knowledge transfer and training
o Provide training for SAP overview and certain modules
o Develop and perform competency assessments and test scripts for certain SAP functions
o Train end users and prepare, review and update end user training material
o Liaise with industry colleagues to improve and share skills via User Groups, Work Forums and seminars
Manage, Build and maintain customer relations
o Adherence to the companies SLA for task resolution