Job description:

SAP/ERP functional/Technical Support and PMO will be primary interface between the SAP users in Pakistan and will act as the L1 Support focal point. The person will be the main liaise- on person working with Offshore/onshore team for the provision of extended L2/L3 support.

The role will be the pivotal go- to person for the continuity & delivery of SAP service and issues management.

The person will also be providing PMO support to newly setup IT functional especially in ongoing transformation and during new digital journey i.e., S4 HANA implementation and other ERP related projects.

The role is part of newly setup IT function and will be working closely with the Service desk lead and other facets of IT teams for the usage of new Service desk tool.

The position is considered a key position as the company is navigating through a critical phase building foundation for new ERP(S4 HANA) Centered IT services for the digital journey.

The role offers an exciting professional and personal journey by being part of a significant IT/business transformation unprecedented in local industry.

Key responsibilities

• Leveraging onshore/offshore partners, provide production support including problem ticket resolution, and monitor daily, weekly, and monthly revenue accounting processes.

• Perform high-level functional analysis of incidents and propose solutions in collaboration with the business analysts of second level support. Provide service desk support and perform analysis of business issue and identify issue resolution.

• Partner with external/internal teams to develop solutions to users’ issues, understand customer needs, develop business requirements, issue trouble tickets to onshore/offshore and communicate solution to user(s)

• Facilitate ongoing system & process enhancements as part of the future Digital transformation journey (S4 HANA) through program releases and ongoing business evolution.

• Ownership of solution delivery lifecycle, including appropriate level of documentation

• Anticipate potential issues and opportunities through daily contact with users and process owners.

• Identify initiatives to improve the Integration and Technical Support sub process in line with standard performance metrics.

• Deliver support and enhancements through new and ongoing initiatives.

• Ensure major incident communication to management and internal customers.

Competencies/Experience:

• 5 to 10 years of experience in IT/business mainly in similar role.

• Bachelor’s degree in computer science, Statistics, Mathematics, Technology, or Related Fields

• SAP (ECC6/S4) Technical Experience for (5 years relevant experience) in area of ABAP, Basis, FICO, and workflow

• Candidates with PMP and SAP technical/functional certification will be preferred.

• Excellent customer management skills with strong customer-facing experience

• Ability to judge customer situations and projects regarding implementation success with reference to strategic support planning.

• Successful candidate must be innovative and team oriented.

• Ability to take initiative and accountability for achieving results.

• Knowledge of fundamentals of systems analysis, functional configuration, and testing

• Ability to communicate both verbally and in written form.

• Good interpersonal and customer service skills

• Strong desire to work in a collaborative environment.

• Ability to learn other areas outside SAP FICO like SAP Cloud systems.

• Ability to analyze transactional activity, determine root cause of transactional errors, and implement system or process solutions.