1. Position Summary
The SAP User Admin and Security Analyst role is responsible for the provision of access for the primary ARDx SAP platforms. The role holder will be required to oversee SAP Security authorizations covering (but not exclusive to) the FI (including FSCM), SCM and SD (including GTS) modules of the SAP system for ARDx.
The role holder will be required to maintain both user accounts and access rights within the ARDx SAP landscapes, provide technical support and effectively manage issues and changes via the ARDx Information Technology Service Management (ITSM) application. Provide third-level support for users with security-related problems or questions about the systems administered.
The position requires ability to work a flexible shift, which will mostly include US and UK hours and potentially some weekends, with an on-call requirement for escalated high priorities.
2. Essential Duties and Responsibilities (Key Activities)
This is a Level 2-3 support position that directly interacts with end users and company management.
• Creation and Maintenance of SAP User Master Records in the ARDx SAP systems.
• Creation and Maintenance of SAP Access rights in various ARDx SAP systems.
• Manage SAP access related issues in the current service desk system and ensure timely resolution of requests.
• Maintenance of SAP Access Approval Matrix.
• Follow established GIS Change Management policies for progression of change requests.
• Work closely with SAP Functional and Development Analysts to ensure access build meets business requirements.
• Provision of data to Application Security, Governance and Risk Architect when requested for various company Audits.
• Running of SAP Last Logon process activities on a monthly basis.
• Ensuring Sarbanes Oxley (SOX) compliance in all access rights.
• Research, resolve and respond to incoming questions in a timely manner specified within the service level agreement.
• Provide escalated support for enterprise application related issues.
• Assist in the development of documentation, including appropriate policies and procedures for training and support programs.
• Assist in the assessment, determination and documentation of customer requirements for services provided by GIS.
• Abide by all GIS Policies and Procedures pertaining to security of data, the network and its applications, proper account access and management, and general Standard Operating Procedures.
• Undertake any other duties reasonably requested to meet business needs.
• Enforce security policies and procedures by performing periodic reviews of security reports.
3. Dimensions – Education / Experience / Skills
• Minimum 4 years’ experience of managing 2nd and 3rd line SAP Security support activities.
• A broad understanding of SAP functionality.
• Experience of producing reports for delivery to Management.
• Organizational skills to make sure the team are achieving high levels of service.
• Strong analytical and influencing skills to assess demand for services.
• Excellent customer service skills and an ability to deal effectively with customers and colleagues at all levels.
• Strong leadership qualities.
• Ability to drive a high-performance culture so that team targets and service levels are met or exceeded.
• Excellent communication skills with non-technical stakeholders to ensure that they understand the available technology services, and to promote financial awareness to deliver value-for-money.
• Able to learn new processes quickly and an ability to keep knowledge and skills up to date.
• An understanding of the following technologies:
o Windows Operating Systems (XP, 7 , Server 2003/2008/2012)
o Microsoft Office software (Outlook, Word, Excel, PowerPoint)
• Experience of working in a team-oriented support environment, with the ability to positively contribute to cross functional teams.
• Good time management skills, with proven ability to prioritize and organize a demanding workload, adapting to fit the changing needs of the business.
• Strong customer service orientation, able to understand and meet the needs of a diverse client base in a positive and professional manner.
• Self-motivated and team-oriented approach, able to work well with direction and independently.
• Strong problem-solving skills, with the ability to combine technical knowledge and customer support skills to successfully and repeatedly instruct people on the steps to take to solve computer problems.
• Excellent interpersonal and communication skills (both written and verbal), able to relate with users, service providers, management and internal / external audit teams.
• Previous experience of dealing with external Audit companies.
• Experience of improving efficiency and processes within a support environment.
• Project management experience.
• A working knowledge of Service Now (ITSM)
• Experience working in an ITIL environment.
• Sarbanes Oxley (SOX) compliance knowledge.
• Computer Systems Validation (CSV) awareness.
• Self-motivated, team oriented approach, able to operate effectively in a busy environment.
• This position requires a high level of independent thinking and the ability to solve problems in a fast-paced environment.
• Works on diverse range of support issues requiring ability to independently identify, evaluate and resolve problems.
• Works independently / part of a team to produce solutions in support of customer service level agreements.
• Works proactively and uses own initiative to ensure business needs are met effectively.
• Ensures all solutions adhere to applicable change control requirements.
• Addresses immediate service needs of all end users regardless of Business Unit affiliation.
• Good time management skills, with proven ability to priorities and organize a demanding workload, adapting to fit the changing needs of the business.
• Strong customer service orientation, able to understand and meet the needs of a diverse client base in a positive and professional manner.
• Self-motivated and team oriented approach, able to work well with direction and independently.
• Strong problem-solving skills, with the ability to combine technical knowledge and customer support skills to successfully and repeatedly instruct people on the steps to take to solve computer problems.
• Excellent interpersonal and communication skills (both written and verbal), able to relate with users, service providers, management and internal / external audit teams.
• ITIL framework knowledge
• Previous experience of dealing with external Audit companies
• Experience of working on Validated Systems
• Knowledge of SAP License management process
• Working knowledge of SAP GRC Tool
