SAP S&D Support Analyst

Main purpose of the role:

• The U2K2 SAP Support Senior Analyst typically responsible for the U2K2 support all Customer Service Operations and CD Operations modules for Order to Cash (O2C).
• This role works closely with the Process Owners, RAC, Regional U2K2 Team, Global Business Operations Team. Leverage on the Regional support model / network.
• The main purpose of the job to operate as the primary reference for the effective execution of the business processes and U2K2 systems operation within the process area
• Key to the job is a strong understanding of the SAP SD & operational business process within his/her job scope and the use of U2K2 systems to execute these processes.
• The U2K2 Analyst is responsible to support users within his/her area of responsibility in regards to addressing their ‘How To’ questions in business process and effective use of U2K2 systems
• In addition, the Analyst will work with relevant U2K2 Teams in resolution of systems issues; undertake appropriate testing of systems changes, conduct training for new users (on-boarding) and refresher training to improve the knowledge of existing users.
• The Analyst will support his/her Process Champions, Key Users & End Users in implementing process changes/enhancements to U2K2 systems which includes testing the solutions and updating relevant documentations
• The scope of the role would be determined by allocation of responsibilities across range of sub-processes and all U2K2 systems relating to these processes

Main Accountabilities:

Within the scope of his/her functional responsibilities the main responsibilities of the U2K2 Support Analyst are:

Business benefits realization

• Drive business benefits by process improvements, initiatives, local and regional projects
• Drives and monitors Process KPI’s achievement through Process Champions. Ensures relevant documentation is updated (together with Process Champions) and corrective actions are taken if and where required
• Monitors status of Local/ Global Projects
• Drives reduction of overall Incidents and User Education Incidents
• Prepare, maintain & update User Reference Documentation on U2K2 Processes
• Deal with any issues on process execution and system usage
• Resolve “How-to” queries and issues due to user knowledge on how to execute process steps and how to use of the related IT system in undertaking process activities
• For queries relating to system issues that he/she cannot resolve, the Analyst should refer to available documentation and reference material to assist with how to use the system
• The Analyst will log relevant incidents with Global Teams after verifying this in not a “How-to” and to provide enough detail on the issue, scope, extent of business impact to support effective resolution of the U2K2 / IT issue.
• Assist in resolution of U2K2 System problems
• The Analyst will work with the relevant U2K2 / IT Team to help specify the problem with the U2K2 system
• The Analyst will assist in the testing of U2K2 / IT solutions to resolve problems and will help to confirm resolution of relevant U2K2 / IT Incidents within his/her scope of responsibility
• For Urgent incidents with U2K2 / IT Systems the Analyst will help clarify impact and scope of the incident - working closely with the IT Team
• For persistent problems the Analyst will work with the U2K2 / IT Team in problem investigation as required to ensure effective operation of the system in his/her process area
• Changes to U2K2 / IT Systems
• The Analyst will support Process Champion in CAB (Change Advisory Board) meetings to gain necessary support and approval for system changes and help to specify these changes
• For changes made to U2K2 / IT systems in the his/her area of responsibility the Analyst will need to conduct User Acceptance Testing (UAT) in order to validate the solution meets requirements of the business and ensure timeliness of signoff
• If the changes are locally specific , the Analyst will need to update required local documentations (Process Flows in ARIS, Test Scripts and Training Materials) associated with the change
• Manage impact of system changes through regression testing
• For any significant changes made to U2K2 / IT System introduced at global/reg