Job Details

Job Title: SAP Support Analyst
Responsible to: Application Support Manager
Responsible for: N/A

Functional links with:

Regular:

• Colleagues in other Directorates/Departments
• Other ICT Services Division colleagues and management
• Customer Contact Centre
• External Vendor Support Teams
• External Consultants

Occasional:

• Other LG Bodies
• Other SAP Customers

 Job Description

 Main Purpose of job:

•  Day to day support for SAP System users.
• Maintain, modify & develop SAP System functionality and configuration to meet ongoing business requirements.
• Ensure corporate awareness of software enhancements and defects and assess the impact of these, making recommendations regarding action to be taken.
• Train System users.
• Conduct System Testing.
• Manage System Master Data.
• Manage User Authorisation Rights and Privileges.

Main Responsibilities / Accountabilities:

 The jobholder will be expected to complete the responsibilities / accountabilities effectively.

• Provide full support to all users of the SAP system including telephone support, on-site visits and documentation.
• To ensure that all requests for SAP support are logged on the Helpdesk call logging system and are effectively prioritised.
• Ensure customers are updated on the status of calls.
• Provide training on the use SAP.
• Manage User Authorisation Rights and Privileges in line with corporate policies and standards.
• Develop and maintain any necessary course and support documentation.
• Evaluate new SAP functionality and service packs for existing modules/software.
• Conduct system tests and recommend the application of tested upgrades to live systems.
• Ensure Application Updates are installed and kept current of the Council’s desktop and server hardware base.
• Provide a professional, customer focussed interface between the Council’s ICT Services Division and its customers and suppliers
• Effective Management Reporting
• Documentation of Business Process Procedures in the SAP System and monitoring their fitness for purpose
• Monitor SAP product announcements and ensure that potential impacts to the Council are managed effectively.
• Ensure a knowledge base of Application Best Practice is maintained and made available to System users.
• Manage System Master Data to ensure that system processes are not adversely effected and functionality is not compromised.
• Promote the use of the SAP System in enabling best business practice across the Authority.

Job Activities:

1. Liaise with other ICT Services personnel regarding operational problems in order to update affected customers: Daily
2. Ensure that the integrity of Application Landscapes are maintained and that no inappropriate activity occurs in Live systems, for example no testing in Live: Daily
3. Ensure that a library of test data and application tests is maintained for all Business Applications and that system upgrades are fully tested in the QA system before changes are migrated to Live: Daily
4. Liaise with colleagues in other Directorates/Departments to ensure that changes included in Application Updates are fully understood and there business impact is known before Updates are implemented in the Live system: Daily
5. Observe information security, data protection and network security guidelines: Daily
6. Establish relationships with other bodies to identify how ICT Services best implement new business systems and procedures to meet best value objectives: Weekly
7. Maintain User Authorisations and access rights determined by role, position in the organisational hierarchy or other factors: As required
8. Engage in specific projects as requested by Head of ICT or Support & Development Manager: Daily
9. Maintenance of Knowledge Base and Frequently Asked Questions: As required
10. Provide training to groups of users on the supported application: As required
11. Prepare and maintain training materials necessary for the supported modules and programs: As required
12. Provide telephone support for all users and provide appropriate advice and solutions: As required
13. Use Remote Access systems to investigate and provide support and solutions to reported problems: As required
14. Escalate problems to SAP Support Centres and manage their response against SLAs and quality standards: As required
15. Use resources provided to maintain own knowledge of current and future software: As required
16. Work with colleagues in other Directorates to ensure that all procedures and advice are appropriate and consistent: Daily
17. Evaluate new and updates to existing software and develop plans in conjunction with other team members for its installation and training: Daily
18. Attend courses, seminars and conferences: Daily
19. Advise colleagues in other Directorates on usage of SAP Applications to facilitate best practice processes.

Skills:

 Essential:

• 4 years experience of application support procedures
• 3 years experience of master data management (across a number of business areas e.g. finance, personnel, procurement)
• 1 years experience using SAP software
• 2 years experience of providing training to groups of users in administrative computer systems and software packages
• 3 years experience of using Microsoft Office suite. (Including Word, Excel, Outlook and Powerpoint.)
• Minimum 1 years knowledge and experience of SAP Interfacing (to external Systems)
• Minimum 1 years knowledge and experience of SAP Integration (across SAP modules)
• Minimum 1 years knowledge and experience of SAP Authorisation Concepts and their application in a business environment
• Minimum 1 years knowledge and experience of Application testing and test strategies
• Minimum 3 years experience in producing support documentation including graphics, tables, tracking changes and a full range of formatting features
• Minimum 3 years experience of providing telephone support to end users

Desirable:

• Minimum 4 years experience of business process mapping
• 2 years experience configuring SAP business application software
• Experience of software installations and upgrades

Qualifications and Training

Essential

• Educated to ‘A’ level standard
• Additionally, a minimum English Language and maths at GCSE/ GCE
• Formal training in a range of SAP modules
• Minimum 3 years knowledge and experience of Microsoft business applications

Desirable

• ECDL or equivalent
• Recognised professional project management qualification such as Prince 2 (foundation)
• Demonstrable knowledge of ISO 9001/9014 and GEM quality standards
• Certification in at least one SAP Application Module (e.g. Service Management)
• Ablility to communicate complex ideas both orally and in writing to individuals or groups.
• Highly organised individual with good interpersonal skills
• Able to operate naturally within a customer care culture
• Able to classify, prioritise and manage substantial and changing workload
• Able to respond to colleagues and clients in a professional and productive manner
• Able to draw upon and accurately target, previous experience
• Flexibility to adapt to changing workload demands and new organisational challenges.
• Able to work comfortably as a member of a team
• Must have good communication and interpersonal skills

Desirable

• Able to prepare written software guidelines.
• Understanding of and commitment to both the Data Protection and Freedom of Information Acts

Other Factors

• Able to work to the exceptional demands of the businesses supported
• Full driving license