Process Lead-SAP

Position Summary
Provide L 1.5 level technical support, service restoration, fulfillment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems.

Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Executes transactions as per prescribed timelines. Show proactiveness in learning and developing technical skills in resolving Application related issues

Provide L 1.5 measure analysis of issues and inputs for problem management. Leverages best effort method for issue resolution through cross functional coordination and support team lead in training, reviews and escalation handling.

• German language C1/C2
• Experience of working as a SAP specialist showing experience of systems, support, diagnostic and resolution

• Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues
• Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues
• Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently
• Display ownership and accountability

• SAP knowledge in:

• Experience in systems like - VATAX, NVENT, AUGE05/IP, RMSRD, ELZA, RAPIDX, AMC, EFFI, ZAP, WBV, FASS, FAS, Bald, AVV, NEO
• Knowledge of ITSM system like Service Now or Jira or Remedy

• Being proactive and show the utmost respect for customer's time
• Good time management, ensuring all contacts with customers add value
• Ability to Multitask

• Offering advice to end users on all SAP related areas. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.

• Communicate at all levels
• Ability to work across organizational and professional boundaries
• Excellent verbal and written German communication skills
• High level of interpersonal skills, including active listening and understanding
• Good organizational skills and ability to prioritize workloads.
• Work to tight deadlines / service levels
• Business etiquette

• Presentation of technical functionality to a non-technical audience
• Ability to work as part of a team or on own initiative.
• Customer focused
• Proactive
• Self-Motivated
• Patient
• Innovative
• Flexible

• To improve user confidence in the areas of computer hardware & software, applications, being empathetic to a variety of new and experienced learners needs.
• Help to implement and improve processes and procedures within the team allowing strong service focused deliverables.
• Actively troubleshoot to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.
• To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e mail.

• Update incidents with detailed and relevant information in a timely and effective manner.
• Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution;
• Escalate an incident or troubleshoot tickets according to the company escalation processes.
• Ensure Customer Service Level Agreements are met or exceeded.
• Ensure appropriate documentation of the interaction on the customer's account in the prescribed format
• Execute transactions as per prescribed guidelines and timelines
• Ensure customer/user confidentiality and data protection at all times
• Provide Training and sessions on SAP activities and transactions