An exciting opportunity exists for a SAP FIELD SYSTEMS SUPPORT ANALYST at our IT Shared Services Division in Bryanston, Johannesburg. The purpose of the role is to ensure stability and service delivery of the SAP Production Systems and maintaining good governance. The successful candidate will work closely with the business in ensuring the stability of the SAP productive environment and analysing and resolving issues that may arise. First and second-line support of the following SAP workstreams will be pivotal for success in this role: Customer to Cash and Vendor (Procure) to Pay, including but not limited to Production, Quality Management, Plant Maintenance and Warehouse Management. The SAP Systems Support Analyst will also be responsible for the up-skilling of users and transferring knowledge to obtain end-user buy-in and ensure that end-user skills are aligned with the organisations objectives.
Line Manager: Retail Systems Manager
Number of Direct Reports: None
Job Specification
Key Performance Areas:
- Ensure Stability and Service Delivery of Sap Production Systems
- Support implemented functionality in accordance with Service Level Agreements
- Quality Assurance
- Problem management (analysis and addressing the root cause of recurring incidents)
- User (including superusers) training needs assessments
- Documentation of implemented functionality
- Enforce change management governance
- Housekeeping of SAP systems
- Contributes toward business transformation initiatives and continuous improvement activity
- Provides input on the detailed specification of process and system changes
- Act as the first line of support to end-users for system issues
- Problem solve/troubleshoot end-user issues
- Liaises directly with Applications Support team to address break-fix and/or business as usual changes required in support of issue resolution or business need
- Participate in the testing and validation of process and system changes where required
- Training
- Identifies individuals who should be trained/up-skilled and provides ongoing, on-site support to the end-users
- Provide input and recommends reporting requirements for business KPIs and helps drive potential business analytics solutions covering business need
- Assist and ensure business-relevant documentation (training and scenario documentation down to process steps) are aligned with actual business and system processes, and drives amendments to align the same
- Identifies training needs for end-users and review training material for both initial training and follow up assessment of user skills
- Apply/recommends changes to training documentation where unclear or insufficient information creates bottlenecks or is not aligned
- Engages with end-users and determines skills requirements
- Regular on-site follow-up visits to test user knowledge and ensure users are applying the correct system processes
- Projects
- Project Implementation assistance & follow up
- Participates actively in Change Management plan e.g. conducts surveys, briefing/debriefing, systems liaison
- Conducts regular on-site process audits in terms of effective system utilization
Experience:
- Minimum of 5 years SAP support/consulting experience
- Minimum of 5 years customer support experience in the IT industry
- Matric/Grade 12
- Business/IT Degree or Diploma
- SAP Certification advantageous
- Proficiency in Microsoft Office
- Microsoft Project an advantage
- Additional SAP skills in cross-functional areas and enabling technologies advantageous
- Valid Drivers Licence
- Own transportation to travel between our sites
- Able to be on standby every three weeks
- Thinking Rationally
- Thinking Analytically
- Documenting Facts
- Interpreting Data
- Continuous Improving
- Building Relationships
- Articulating Information
- Taking Initiative
