Perform First Level Support for internal SSC and external non-SSC end users
Create and submit incidents for Second and Third Level Support as required
Ensure quality during incident resolution process (provide information, perform tests, update ticket status, approve solution, close ticket)
Ensure quality during change request resolution process (provide information, coordinate local tests, update ticket status, coordinate approval of solution, close ticket)
Conduct and receive process- and SAP-related trainings
Communicate with multiple stakeholders (requestors, higher support levels and central SAP team) • Manage and work on implementation of complex projects and process improvement initiatives (process improvement, efficiency and effectiveness driven projects, automation implementations)
Acts as a coach and/ or mentor for other colleagues in the organization for process improvement projects
Steer other working groups for realization of common goals
Benchmark against other market practices and bring proposals for raising/ improving the process management practices
Achieves defined individual and team KPIs, proactively implements improvements, corrections and prevention measures for specific situations
Improves processes in terms of efficiency by means of e.g. Kaizen, Six Sigma, Lean, digitization, in alignment with Global standards and practices, as well as all relevant stakeholders
Standardizes and re-engineers processes as well as their interfaces according to overall process model
Reports, implements and monitors process related KPIs/process heat maps; initiations and reports improvement measures and their progress if KPIs are not met
Shares best practices /know-how transfer with relevant stakeholders
Process implementation according to processes design determined by Global Process Owner (including documentation, process mapping) and, where mandated, end-to-end (outside SGBS) in collaboration with respective Process Owner
Lead other projects/activities (e.g. organizational, innovation, IT related topics, etc.) as per the roadmap
Closely collaborate with representatives from SGBS Bucharest to ensure streamlined processes and project approaches;
Closely collaborate with GBPE / functionally report to GBPE;
Other related tasks as assigned by the direct manager
Previous experience in process management and project and proven track record in process optimization projects / continuous improvement of 4-5 years
Excellent skills in process and project management methods (Lean/ Six Sigma/ Kaizen PMP, Prince2, Design Thinking etc.), deep understanding of process design, process mappings and process evaluation, at least at LSS Green Belt level certified. Formal certification on one of the other methodologies mentioned above is a plus.
IT affinity and experience in digitization and process automation technologies (e.g. RPA, machine learning, chatbot, AI)
Advanced skills of MS Office applications (Excel, Power point) and specific state of the art tools for mapping of processes, for data analysis and statistics
Willing to travel overseas for trainings, workshops, project meetings
Intercultural knowledge and sensitivity as well as strong service culture and customer-oriented attitude
Strength in motivation, communication and assertiveness, as well as change management
High analytical and problem-solving skills, coupled with very good time and self-management
Strong accountability over the results and ability to work autonomously
Fluent in English (German and other languages are a plus)
