| Job Purpose: The SAP Support Manager maintains the software and ensures it is producing efficient results within the company. He\She monitors the system performance, manages\implements software upgrade, and troubleshoot issues that arise. The SAP Support Manager may also work on projects designed to identify security and efficiency issues and develop solutions to those issues. Occasionally, he\she is also responsible for training the office staff on using the software. Essential Duties and Responsibilities: System Administration and Coordination Coordinate and manage the organization’s use of master files, roles, user views, data control, reporting, and data integrity Oversee and execute on-going maintenance and improvement projects Design and run quarterly reports to test that data integrity and accuracy within the system Brief departments heads and data “owners” on data and system corrections Create new versions of reports and alerts as needed, specifically reports that need periods changed annually Coordinate across Business Administration and system users the creation of new reports, dashboards, analytical tools. Design and manage Change Management requests, approval and tracking process Advise and implement the optimization of quality control measures Manage and track the status of all system changes, tests and upgrades tasks Advise on communications to the organization about system upgrades or functionality Ensure documentation, such as training guides, procedures, and test scripts, are maintained and regularly updated User Support and Experience Research and survey end user needs Organize trainings and promote the use and education of SAP across the organization In coordination with core business units, lead the design and development of documentation and end user quick guides as needed Manage the process of designing, creating, implementing, and maintaining dashboards, reports, and analytical tools Train and support users on the use of dashboards, data extraction, etc. Review Help Tickets, complaints and recommendations from end users External Vendors and Parties Serve as the lead point of contact with the SAP vendor. Manage support requests with SAP and related SAP support vendors General Provide regular updates to direct manager through status updates and face to face interaction. Ensure application documentation is thorough and kept up to date. Plan, prepare, and conduct User trainings when needed. Stay current with the latest technologies. Performs any other task as per management request. |
| Education and/or Work Experience Requirements: A bachelor’s degree in information technology, computer science, or a related field is preferred Demonstrate experience with SAP software and information technology. Any SAP certifications will be an added advantage. Knowledge in database management, server development, or general programming skills are extremely helpful. A minimum of 7 years’ experience in a similar role in a busy environment. Experience in SAP or S4/HANA is a must for the role |
| Key Requirements: Effective oral and written communication skills, Organizational and time management skills Effective problem-solving ability Customer Service skills. Adapt quickly to unfamiliar situations Embrace continuous learning mentality Work in a team environment. |
SAP Support Manager
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