SAP Support Analyst

About

Description

The SAP Support Analyst supports the Hatch Project Management process, which is mainly comprised of the SAP PS (Project Systems) and HCM Timesheets modules, as well as other non-SAP solutions (Omega 360 PIMS module). The Support Analyst will play an important role in user support, with the responsibility to assist users, trouble shoot and take on tasks to ensure that users are able to manage their engagements in an efficient manner. They are responsible for problem ownership and resolution, combined with superior customer satisfaction and service level attainment, for any support requests.

Responsibilities

• Manage, support, co-ordinate and resolve issues relating to the Project Management lifecycle, which includes SAP applications (Project Systems and Timesheet Processing) and non-SAP applications
• Provide first level support by identifying and resolving system problems and assisting end users as required
• Serve as contact between service desk, ICT, other administrators, functional support, users and the SAP team who provide third level support and implement enhancements and new solutions
• Responsible for problem management activities such as issue resolution and root cause analysis, combined with superior customer satisfaction Work on and close out tickets in the Hatch Zendesk System, while adhering to SLA’s, standards, and processes for systems at Hatch
• Manage your assigned ticket queue, and escalate any issues as required
• Identify and document proactive solutions for recurring issues

Qualifications

• BA or BSc degree in Business or Business and Computer Science / Information Systems or the equivalent Business and Project Management / Project Cost Control application experience
• 3+ years of hands-on experience using or supporting a Project Management / Project Cost Control application
• 3 years of experience with the SAP PS (Project Systems) module
• Exposure to the following SAP Areas: Finance, Timesheets (CATS), Resource Related Billing, and Results Analysis
• Understand EPCM / Professional Services project-related business processes Experience with Omega 360 PIMS

Application instructions:

• Apply Now!