SAP Support Analyst

Company Overview
Global North European consumer goods company

Job Description
Job purpose

This is primarily a 2nd line SAP support role, working with users locally, regionally and globally to resolve day-to-day support issues and service requests. In addition to SAP, this role will support any heavily integrated applications and services to SAP like EDI, taxation etc.

Coordinate Change Requests (CRs) and 2nd level support with Concept Owners and 3rd level support with AMS vend

Direct subordinates / organisation / travelling (percentage, scope)

SAP Support Analyst is a member of the Application Support Team with direct reporting line to the Japan IT Manager and this role has with no direct reports. This role requires minimal travel, less than 10%

Key interfaces and stakeholders

Internally:

• Support and guide users in resolution of day- to-day support issues
• Identify Support Requests that need to be reassigned to Change Requests. Assist users as needed in creating these Change Requests
• Support/co-ordinate the User Acceptance Testing (UAT) with process owners and key users

Externally:

• Coordinate support calls to our SAP 3rd party AMS (Application Management Services) providers and other support partners for SAP integrated applications/services


Geographical scope

• The primary scope of this role is to support users in Japan and the Asia Pacific region with the understanding of providing secondary support in UK, Ireland, EMEA and North America if appropriate

Key Responsibilities

• Must be a detail oriented, delivery focused individual who is a team player willing to take ownership of an issue from beginning to end.
• Driven & Delivery Focused Individual who works on own initiative
• The ability to follow procedures and processes
• Politically astute, discreet & diplomatic with the ability to handle sensitive information
• The ability to manage the end user’s expectations
• Excellent verbal, written communication and presentation skills
• Able to prioritize and work under pressure
• Work as part of team both technical and non-technical
• Adaptable and Flexibility
• Ability to listen to the support requirements of the business and clearly communicate these requirements to Concept Owners or AMS vendors as needed

Requirements
Skills, knowledge and experience

Education: BSc or foreign equivalent in Information Technology or another applicable field

Experience & knowledge:

• Strong technical IT business systems background and proven track record in applications deployment and support
• Ideally 2+ years of general SAP experience with a proven track record in Application Support experience of at least one SAP implementation and upgrade desirable
• General experience in IT desirable
• IT or related degree desirable

Language skills: Japanese, English

• Must be able read, write and speak Japanese and English

Key challenges / immediate points of attention. Not included in the generic position description.
Discussed and documented when recruiting for the role in a specific time and situation. Can also discussed in follow-up discussion within 4-6 months after employment start.

• SAP will be in English and English is not the primary language of the users
• Time Zone differences and the availability of the rest of the team is limited

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