SAP Support Analyst

Job details

• Job Number: 29721324
• Cork, Co. Cork, Ireland
• Posted: Oct. 14, 2013
• Weekly Hours: 39.00

Job Summary

Are you interested in working with the Single Largest Instance of SAP by Transactional Volume? Did you know that every one of 25 billion songs sold through Apple iTunes is processed by a global single instance of SAP? At Apple, a huge part of our business depends on SAP and our SAP experts. In fact, Apple has won the best Supply Chain award for the past 4 years and these processes are all underpinned by SAP. If you have a passion for SAP and would like to bring your SAP knowledge to Apple, then we are interested in talking to you. We are currently recruiting for a Functional SAP analyst at Apple Cork. The purpose of this role is to deliver EMEIA SAP support activities as a member of the Apple SAP Global IS&T Organisation. A key part of the role is to take ownership for high profile and complex support issues.

Key Qualifications

• •5+ years experience implementing SAP SD / MM, including iDocs
• •5+ years experience of order management processes
• oSales order processing
• oDelivery creation
• oIntegration with third party warehouse providers
• oAvailability checking
• oBackorder processing
• oProduct allocation
• oSD FICO integration
• oSM FICO integration
• •Hands-on SAP configuration experience
• •Experience of SAP support including managing critical tickets
• •Proven success in delivering quality / timely solutions
• •Strong knowledge of business disciplines (order management, ATP, Allocation, Logistics, etc.)
• •Worked as part of a global SAP team (optional)
• •Experience in a high volume sector such as consumer products (optional)
• •Knowledge of other SAP modules including LE, WM or FICO (optional)

Description

Being part of a dynamic and global organisation with a complex business will offer many opportunities to develop soft skills and learn new business practices. This job description gives guidance to the main tasks and responsibilities of the role. It is not exhaustive and is subject to change. •Act as point of contact for EMEIA business for SAP support and build partnership •Sustain excellent relationships with IS&T support organisations including EMEIA helpline and SAP support •Proactively drive improvements in support methodology to improve service level •Track support metrics and SLAs •Supervise onshore SAP support contractors •Manage relationship with vendors •Drive response to critical support tickets when appropriate •Liaise with APS and other support teams to ensure seamless handover of tickets •Own Q1 and Black Friday readiness for SAP •Ensure follow up on issues to address root cause •Assist support team with resolution of complex support tickets •Delivery of system changes and projects to support ad hoc business initiatives Key Relationships oOperations management oThird party logistics partners (OEMs, DCs, customs brokers & carriers) oVendors for other third party systems (OpenText, Cendris, Precision, Amber Road etc) oGlobal SAP projects team oEMEIA SAP projects team oSAP support team oAPS support team oSAP and their TQM oSAP development teams These key contacts are primarily based in the UK, US and Cork, occasional travel will be needed to locations within the EMEIA region and US. Key Performance Indicators •Closure time for EMEIA SAP support tickets •Timely resolution of critical support issues •Delivery of projects to agreed time, budget and quality standards •Positive feedback from key contacts •Seamless handover at end of project warranty

Education

•Educated to degree level, preferably related to computer studies Additional Requirements Key Skills oStrong verbal and written communication skills as the candidate will interact heavily with business, other IT groups and 3rd parties on an ongoing basis oAbility to partner with the business oFlexibility and the ability to adapt to change oCan comprehend and articulate complex technical concepts oWill work with minimal supervision and take accountability oCopes with multiple concurrent activities Key Competencies oTechnical skills oPlanning oCommunicating effectively oInfluencing others oDealing with ambiguity oActing with agility