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IT Applications Expert (Advanced) - SAP Level 1 Process Service Desk

Job Title: IT Applications Expert (Advanced) - SAP Level 1 Process Service Desk
Contract Type: Permanent
Location: Kuala Lumpur
Industry:
Salary: RM Attractive
Contact Name: Priya Supramaniam
Contact Email: priya.supramaniam@ellwoodconsulting.com.my
Job Published: June 01, 2020 11:56

Job Description

About our client

A European based MNC headquartered in Germany. It is a specialty chemicals company but takes the full cooperation of 15 separate business functions to bring operation to life. 

 

About the role

This position provides support to SAP end users for all processes, globally.  Ensures that all SAP related incidents are fully qualified and either resolved or dispatched to the appropriate member of the Process Support team in the regions or to the appropriate process team based on the relevant dispatch matrix in a timely and efficient manner.

 

Your responsibilities

  • Qualifies incidents submitted by end users making sure that all of the information needed to work on the incidents is included in the tickets.  Follows-up with end users to supply missing information. Confirms and updates the short and long descriptions, priority (impact and urgency) and the Process Model (EPM) classification of incidents for proper routing and reporting.

  • Create service requests for requests which are submitted as incidents with reference to the original incidents.  Send an e-mail to the end users informing them that their request would be handled under a service request and close the original incidents.

  • Escalates incidents meeting the criteria of a major incident to PM-BPS-PS the team lead or deputy on duty.

  • Provides resolutions to SAP related incidents where possible, drawing upon own personal knowledge of best practice solutions and knowledge article database, which contains solutions to known issues.

  • Dispatches (forwards) remaining incidents to the appropriate member of the Process Support - 2nd level support team or to the appropriate process team based on the relevant dispatch matrix in a timely and efficient manner. Qualifies incidents submitted by end users making sure that all of the information needed to work on the incidents is included in the tickets.  Follows-up with end users to supply missing information. Confirms and updates the short and long descriptions, priority (impact and urgency) and the Process Model (EPM) classification of incidents for proper routing and reporting.

  • Create service requests for requests which are submitted as incidents with reference to the original incidents.  Send an e-mail to the end users informing them that their request would be handled under a service request and close the original incidents.

  • Escalates incidents meeting the criteria of a major incident to PM-BPS-PS the team lead or deputy on duty.

  • Provides resolutions to SAP related incidents where possible, drawing upon own personal knowledge of best practice solutions and knowledge article database, which contains solutions to known issues.

  • Dispatches (forwards) remaining incidents to the appropriate member of the Process Support - 2nd level support team or to the appropriate process team based on the relevant dispatch matrix in a timely and efficient manner.

  • Proactively follows-up on alerts from SAP Solution Manager Business Process Monitoring in order to minimize the impact of service outages.

  • Performs additional duties and assignments as needed.

  • Proactively follows-up on alerts from SAP Solution Manager Business Process Monitoring in order to minimize the impact of service outages

  • Performs additional duties and assignments as needed.

 

You will have

Technical Knowledge Base:

  • Minimum 2 years’ experience in one or more of the designated process areas: MS, SC, SO, ME, EH&S, QM and FACT (Advanced Position).

  • Experience in SAP master data maintenance preferred.

  • Knowledge of MS Office, Sharepoint, SAP Solution Manager preferred.

  • University degree, preferably in the field IT, Business, Engineering or a comparable education.

  • Good analytical and learning skills, ability to understand complex situations.

  • Excellent communication skills.

  • Service oriented.

  • Fluent in English.

  • Proficiency in German and/or ‎Mandarin a plus.

 

Team and Resource Management:

  • Possess excellent organizational skills and the ability to handle multiple complex issues/problems simultaneously.

 

Decision Making:

  • This position’s main responsibility is as an information provider.

  • This position has no decision-making authority.

 

Interpersonal Skills and Networking:

  • Strong interpersonal and communication skills are required.

  • This position will interact daily basis with end users (internal customers) as well as the other members of Process Services Team.

 

Problem Solving and Innovative Thinking:

  • Able to repetitively and methodically follow guidelines to qualify, resolve and dispatch incidents in a timely manner.

  • Strong analytical skills required to conduct root cause analysis of reported issues/problems.