Application Support Technical Lead at The Heineken Company

Purpose

The purpose of this position is to technically perform and lead the maintenance, support and administration activities of the Retail Office, SAP relevant integration and TradeXpress relevant SAP processes as well as SalesForce and the Mobile environment. The Application Support Technical Lead will ensure that functionality is optimized efficiently for the relevant sales processes.

KEY RESPONSIBILITIES

• Assist to identify business process improvement opportunities through the use of existing or future applications.
• Application support for calls logged in line with procedures and Service Level Agreements.
• Identify and report recurring system problems.
• Assess training needs in liaison with the Training Manager.
• Conduct end-user training on an ad hoc basis.
• After hour user support and Stand By.
• Cross-skilling within the team
• Daily Services Monitoring
• Maintain, promote and enforce adherence to service delivery requirements and standards as well as SLA compliance.
• Technically lead and co-ordinate a team of operational support staff
• Represent the Team at meetings.
• Liaison between ICT Teams.
• Ensures Team Tasks are completed on time.
• Update and maintain system and user (where applicable) documentation.
• Plan and manage team member activities to ensure objectives and deadlines are met
• Perform tasks related to integration aspects to and from POS application.
• Assist with compilation of functional specifications for application developments with vendor.
• Quality Assure (QA) application configuration and development.
• Implementation and testing of support packs and notes.
• Provide support for the POS technical environment (excluding the server setup to the point of OS installation).
• Provide support for all aspects of the POS application, critical SAP transactions user calls during working hours, extended working hours, including weekends as per standby register.
• Provide Support for CRM and REX Users
• CRM mobile applications
• Remaining abreast with the latest of mobile applications and the Android Operating System (tablets and smartphones).
• After hour user support.
• Manage calls on ServiceNow call logging system to ensure it is within SLA.
• Assist with identification of system risks and implement corrective action.
• Create, maintain and delete Accounts on Retail office and WPRO.
• Support integration of sales between till, Back office, head office.
• Monitor and maintain ZPOS_Cockpit
• Support Reps with Optihub sync and data display
• Support Reps with SAPBI connecting and account sync.
• Assist with sales managers with visit planning and scheduling on CRM.
• Assist with Employee responsible activity updates and movements on CRM.
• Retail Office support
• Wpro Support
• Upload of new staff members to staff sales in Adam Tas and Wadeville
• Staff sales support
• importing materials for staff sales
• Support reps with customer orders
• Monitor and manage diskspace on Tradexpress Servers.
• Mailbox management for Change accounts, CIC, Customer care, Orders, Purchase facilities, Receivable remittances, SSC accounts receivable, staff orders, vm credit and vm online orders

EDUCATION AND EXPERIENCE

• Diploma in Relevant Field
• 4-5 years technical support in Retail Office & SAP CRM is essential.
• Excellent business knowledge in POS (Retail Office)
• 3-5 years exposure in SAP ERP
• Competent contributor that can technically lead the application support
• Proven IT Technical skills.
• Excellent knowledge of database structures and general database management
• Exposure to SAP PI would be advantageous.
• Exposure to SAP SD and MM transactions and processes would be advantageous.
• Very good analytical skills
• Strong administrative ability with high attention to detail
• Good communication skills, both written and verbal.
• Analytical skills with attention to detail.
• Ability to transfer knowledge to users.
• Ability to conduct ad hoc formal training sessions for end users.
• Proficiency in process documentation
• Previous experience in delivering of training would be advantageous.
• Must be a Team Player
• Ability to work under pressure.
• Valid driver’s license and willingness to travel.