Provide quality and effective internal customer support for pre-configured business applications.
Use of call management system. Management of customer calls for help.
Maintenance of high quality internal customer operational / help documentation. Identification and creation of missing help documentation (e.g. to address a particular support call where no documentation is currently available).
Ensure operational / help documentation is easily accessible to the internal customer base.
Close liaison with core applications development teams. Providing advice and feedback gained from experience in dealing with support calls.
Develop and maintain an up to date knowledge of specific SAP support areas.
Carry out small / general specific operational type configuration (defined in a separate document) and/or daily, weekly, monthly or annual administrative support tasks.
Use of Microsoft Excel, Word and PowerPoint.
Key Result Areas: (The key end results by which achievement will be measured)
Customer satisfaction measured through conformance to Service Level Agreements (SLA’s) and customer satisfaction surveys.
Good team working, supportive for all levels, respect for others and individuals abilities.
The creation and maintenance of quality support documentation.
Delivery of assigned tasks on time and to a high standard.
Ensure conformance to internal / external audit points on IT Governance.
Behavioural Competencies / Personal Characteristics:
Communication – Good clear communicator. The ability to interpret internal customer issues and clarify requests. Calm and collected, makes internal customers feel at ease. Creates clear and effective documentation or other correspondence e.g. email. Is able to deliver good one to one training. Avoids the use of jargon.
Team Building – Works well in a team. Has respect for others’ levels of understanding and capabilities. Willing to help others without prompting.
Leadership – Self-motivated. Approach to work is a motivating factor to others within the team.
Commitment to self-development – Keen to learn new techniques and explore new areas which will help support our internal customer base.
Leading Change – Participates in team meetings and team tasks which contribute to positive changes.
Drive and self-motivation – Works with others to help develop support solutions and continuously improve. A self-starter who is keen to investigate issues and solve these without immediate deferral to another support level.
Meeting customer needs – Has a positive customer focused attitude to providing solutions in line with real business needs. A real drive to ‘surprise and delight’ within the boundaries provided. Is willing to be deployed in other application areas if required to support GIS or business needs.
Building customer focus – Works hard to gain the trust and respect of the internal customer base and obtain excellent customer feedback. Supports policies, procedures, adherence to internal standards
Performance focus – Will use resources effectively, alert others when help is needed and not intentionally conceal issues for a later date. Will occasionally go the extra mile to support department, team or business objectives/processes. Can demonstrate good quality work and the ability to hit task deadlines.
Decision-making – Understands when to take responsibility for decisions and when decisions should be escalated or agreed with line management. Refrains from taking risks, will agree course of action within the team or with line management.
Technical Competencies & Qualifications:
(Experience and skills needed to do the job)
Educated to degree level (or equivalent) in a relevant discipline (i.e. Information Technology, Maths or Business Studies)
Hands on SAP experience.
General understanding of SAP applications areas / database.
Potentially has helped with or been involved in SAP configuration within a particular module area
Excellent documentation skills.
Microsoft Excel, Word and PowerPoint.
If you are interested, please contact email@example.com