SAP Senior Application Support

hace 2 semanas

Bogota, Colombia ConvaTec A tiempo completo

6 key objectives of the job and the approximate % of time spent performing each objective.

Incident Management, Troubleshooting and Issue Resolution: Investigate, diagnose, and resolve SAP-related technical issues reported by end-users, implementing effective solutions within defined timelines and ensuring mínimal impact on business operations: 60%

Coordination and Collaboration: Collaborate with cross-functional teams, external vendors, and business stakeholders to coordinate support activities, prioritize tasks, including incident management and escalation when necessary and ensure timely issue resolution: 10%

Change Management, Configuration and Enhancement: Assist in the configuration, enhancement, and implementation of SAP modules to meet business requirements and regulatory compliance, collaborating with relevant stakeholders: 10%

Service Request Handling: Respond to service requests, fulfill user requirements, and provide guidance on system functionalities to optimize user experience and productivity: 10%

Monitoring and Performance Measurement: Implement monitoring mechanisms to track the performance of the internal Application Support team and measure their success against predefined KPIs: 5%

Service Level Agreements (SLAs): Manage SLAs with clear response and resolution times for different types of issues and incidents: 5%

**Key responsibilities** and authority**
- SAP FI-CO Support: Provide expert-level support for the SAP FI-CO modules, including General Ledger (FI-GL), Accounts Payable (FI-AP), Accounts Receivable (FI-AR), Asset Accounting (FI-AA), Cost Center Accounting (CO-CCA), Profit Center Accounting (CO-PCA), and others as relevant.
- Incident Management, Troubleshooting and Issue Resolution: Investigate, diagnose, and resolve SAP-related technical issues reported by end-users, implementing effective solutions within defined timelines and ensuring mínimal impact on business operations.
- Service Level Agreements (SLAs): Manage SLAs with clear response and resolution times for different types of issues and incidents.
- Coordination and Collaboration: Collaborate with cross-functional teams, external vendors, and business stakeholders to coordinate support activities, prioritize tasks, including incident management and escalation when necessary and ensure timely issue resolution.
- User Training and Documentation: Develop and deliver training materials to users, offering guidance on system functionalities and best practices. Develop and maintain comprehensive documentation, SOPs, and knowledge base articles to facilitate efficient issue resolution and continuous improvement.
- Change Management, Configuration and Enhancement: Assist in the configuration, enhancement, and implementation of SAP modules to meet business requirements and regulatory compliance, collaborating with relevant stakeholders.
- Testing and Validation: Conduct testing for system upgrades, patches, and enhancements to ensure compatibility and functionality within SAP systems.
- Service Request Handling: Respond to service requests, fulfill user requirements, and provide guidance on system functionalities to optimize user experience and productivity.
- Monitoring and Performance Measurement: Implement monitoring mechanisms to track the performance of the internal Application Support team and measure their success against predefined KPIs.
- Security and Data Privacy: Ensure that the AMS team adheres to strict security and data privacy policies to protect sensitive information within SAP.
- Knowledge Retention: Develop strategies to retain knowledge within the internal AMS team to avoid losing critical expertise as team members move on or retire.
- Continuous Improvement: Foster a culture of continuous improvement within the internal AMS team.
- Process Standardization: Work with the teams across regions to ensure consistent adherence to defined standards and processes.

**Key requirements**
- 6+ years of hands-on experience in SAP Application Management Services, specifically in the FI-CO modules.
- Expertise in SAP FI-CO configurations, including integration with other SAP modules.
- Proven track record in incident management, change management, and SAP system troubleshooting within the FI-CO domain.
- Good analytical and problem-solving skills, with the ability to analyze complex issues and develop effective solutions.
- Ability to work collaboratively with business users and technical teams to identify and resolve issues.
- Good communication skills, both written and verbal.
- Ability to work in a fast-paced, deadline-driven environment.
- Ability to prioritize tasks, work independently, and manage multiple projects simultaneously.
- Flexibility in Work Hours: Flexibility in the works hours is required, adapting to the dynamic needs of the role and occasionally working outside standard business hours.
- On-call Responsiveness: Ability to be on call for urgent incidents, ensuring prompt response and resolution du

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