Job Description: SAP Support Analyst I
Section 1: Identifying Information
Position Title:
SAP Support Analyst I – SAP OTC
Job code:
966190
Grade:
8T
Date Prepared:
Reports to:
Team Lead
Prepared by:
Marc Manalo
Department:
IS
Business line:
Global IS – SAP AMS
Positions reporting to this position
N/A
Target team size:
5
Country/City:
Taguig City
Section 2: Position Summary
Guidelines: Please provide a brief summary of the overall scope of the position.
We are seeking a SAP Support Analyst to join our SAP Center of Excellence (CoE) team, specifically OTC Track, composed of highly motivated, talented individuals in providing SAP IT Services to the different Ingram Micro business units – mostly under Technology Solutions and Commerce & Fulfillment. The candidate should have practical knowledge and experience mainly in SAP SD with a good understanding of Order Fulfillment, Third Party Order Processing, pricing and availability check and integration with SAP MM/FI. This resource should have good knowledge of the business process, especially areas related to sales and distribution.
The position will be working with business owners/users and solution owners on process and operational requirements in providing maintenance support. The ideal candidate will have experience working in a technology driven organization with an understanding of IT Service Management, project lifecycle, requirements gathering and system analysis with the ability to participate and sometimes lead discussions and meetings. Candidates must have a strong verbal and written command of the English language with the ability to clearly communicate with stakeholders. This is an opportunity to work in a dynamic, fast-paced, and challenging organization which is highly focused on results.
Section 3: Responsibilities, Supporting Actions & End-Results
Guidelines: List the essential responsibilities, functions and/or activities, provide the supporting actions to describe how the work will be accomplished and provide the desired end results. List the responsibilities in order of importance and the estimated percentage of time for the responsibility (no one responsibility should be greater than 60% of time or less than 10%). The most important responsibility is not necessarily the one where the most amount of time is spent.
Major Responsibility:Provide functional support following the defined operational processes, ITSM processes and supporting tools
Supporting Actions:- Review and understand all existing processes as configured in the SAP SD including client specific enhancements and customizations
- Performs Incident, Problem and Change Management tasks/activities thru problem solving/analysis, bug fixing and coordination with users/stakeholders and other support groups
- Adhere to globally defined ITSM processes and SAP CoE processes (i.e., use of ChaRM in Solution Manager) for proper tracking/monitoring,
- Performs risk, schedule and cost impact analysis for small enhancements by working with different workstreams in resolving technical issues.
- Performs on-call support work based on the 24x7 support service and the team rotation defined and agreed.
- Participate and sometimes lead bridge calls to facilitate coordination and problem resolution of SEV1 and SEV2 incidents
- Ensures completeness of problem/impact analysis and that Post Mortems are completed for all SEV1 and SEV2 incidents as appropriate.
- Reviews completeness of root cause and recommended resolution / workarounds.
- Participates in Operations or Problem Management calls/meetings as required.
- Create documentations as needed to build solution and operational knowledge
- Initiates and can drive innovation as part of Continual Service Improvement of the SAP CoE team
End Results:SLA targets and project timelines met. Positive feedback from customer service experience. Managed business and technical escalations tracked via the regular significant incident review calls/meetings.
Percentage: 85%
Major Responsibility:Participate as a functional resource to SAP projects especially those involving SAP OTC
Supporting Actions:- Adhere to project priorities and deadlines and proactively communicate risks and/or issues
that may impact project objectives, budgets or timelines
- Follow PMO guidelines for project delivery and methodology and assist in enforcement of project deadlines and schedules.
- Contribute to the identification of opportunities (processes, people) to improve project delivery and/or development methodologies.
End Results:Project timely delivery within cost and with quality.
Percentage: 10%
Major Responsibility:Exhibit interpersonal skills day in and day out
Supporting Actions:- Provides functional and technical guidance to less senior teammates in troubleshooting or
performing day-to-day tasks
- Demonstrate a personal commitment to a high performance environment.
- Demonstrate good communication skills internally and externally with partners.
- Fully understand Ingram Micro’s policies and procedures and act in accordance with all company policies.
- Participate in SAP AMS and IS organizational activities in support of the business unit’s goals and objectives
End Results:Delivers quality work exhibiting collaborative behaviors with other teams or groups. Able to contribute to service/operational improvements. Participates and contributes to company and/or organization wide initiatives.
Percentage: 5%
Section 4: Decision Making Authority Level
Guidelines: Describe the authority held by the position by listing the main decisions that the position is free to make and explain the decisions that depend on the position’s advice.
Decisions free to make:
? Firefighting production issues raised via incidents
? Fulfillment of Service Requests raised by users or other support groups
? Propose functional solution or design changes for production issues or small enhancements subject for review of the product owner
Explain the decisions that depend on position’s advice:
? As a functional resource, the person can provide feasible and sound solutions with respect to the overall design and business flow. The person should be able to correctly assess the business and functional impact of the reported issue/incident as well as the proposed solution/fix.
Example decisions that depend on position’s advice:
? Build proposal on functional solution designs for bug fixes or small enhancements
? Job recovery steps due to planned or unplanned system downtimes
Section 5: Scope/Dimensions
Guidelines: List the main quantitative measures that define the size and scope of the position (headcount, budget, profit dollar target).
? Collaborates with SAP CoE Teams located in the US and India
? Part of the local team of around 30+ headcount and part of an organization of around 300+ headcount
? Ensures that requests, incidents, RFCs, and problem tickets are handled with urgency and completed in compliance with published SLAs.
Section 6: Job Qualifications and Educational Requirement
Guidelines: Provide the education, experience, skills and competencies necessary to perform the position.
? Graduate of 4-year college course (preferably IT or Engineering)
? Working user experience with MS Office Suite (MS Word, Excel, Powerpoint) or Office 365
? Minimum 3 - 5 years of hands-on SAP SD support experience is required
? Minimum 2 - 3 years of previous experience in application maintenance or support work is required
? Working knowledge and hands-on experience on SAP SD (order to cash process) solution is required
? Practical experience in ABAP debugging as part of problem solving or root cause analysis is required
? Practical experience in documenting solutions and functional designs to support development of objects based on the stated business requirements and goals is required
? Working knowledge of SAP IDOCs and BAPIs is required
? Working knowledge of ITSM processes (especially, Incident and Change Management) and/or ITIL best practices is required
? Previous experience in project management, systems analysis and design is desired.
? Working knowledge on SAP SCM (GATP) and SAP GTS is desirable
? Working knowledge of SAP BASIS and NetWeaver is desirable
? Working knowledge on SAP HANA or S/4 HANA is desirable
? Familiar/trained in SAP Capacity and Performance concepts and/or best practices is desirable
? Working knowledge of SAP Solution Manager and HP Quality Center or other Incident Management and Change Management systems is desirable
? Experience working in a multicultural environment
Section 7: IM Competencies
Guidelines: Provide the IM Competencies necessary to perform the position.
? Collaboration and Influence – Interpersonal Savvy, Collaborates and Communicates Effectively
? Results-Oriented - Accountability
? Customer Focus
? Judgement and Decision Making – Decision Quality
? Change Agent - Manages Ambiguity and Self-Development/nimble learning
Section 8: Other Information
Guidelines: Indicate any information that would be helpful in understanding the nature, scope or purpose of the position, or any unusual or hazardous conditions associated with performing the position.
? Resource is willing to work on a shifting schedule (esp., night/graveyard shift - no exceptions)
? Travel is probable for this position thus should not have travel restrictions (likely to US and India)
