Descriere job

* Perform First Level Support for internal SSC and external non-SSC end user;
* Create and submit incidents for Second Level Support (Following ITIL methodology);
* Monitor service/operational level agreements for each client, including developing associated performance indicators;
* Quality and controls check;
* Ensure quality during incident resolution process (provide information, perform tests, update ticket status, approve solution, close ticket);
* Solve Complex Change Requests and lead small/medium size p rojects;
* Analyze Change requests and the impact of implementing such changes on the system;
* Consult and configure changes;
* Suggest improvements;
* Ensure quality during change request resolution process (provide information, coordinate local tests, update ticket status, coordinate approval of solution, close ticket);
* Conducts technical tests and report issues to second level support and business if incidents cannot be solved by the internal team;
* Review output from the test case scenarios on FAT before PROD rollout;
* Conduct and receive process- and SAP-related trainings to new staff members;
* Proactively communicate functionality changes when identified to the users;
* Act as a knowledge center;
* Communicate with multiple stakeholders (requestors, higher support levels and central SAP team).

Interval salarial: Negotiable

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