SAP Field Systems Support Analyst at AVI Limited

Key Performance Areas:

Ensure Stability and Service Delivery of Sap Production Systems

• Support implemented functionality in accordance with Service Level Agreements
• Quality Assurance
• Problem management (analysis and addressing the root cause of recurring incidents)
• User (including superusers) training needs assessments
• Documentation of implemented functionality
• Enforce change management governance
• Housekeeping of SAP systems
• Contributes toward business transformation initiatives and continuous improvement activity
• Provides input on the detailed specification of process and system changes
• Act as the first line of support to end-users for system issues
• Problem solve/troubleshoot end-user issues
• Liaises directly with Applications Support team to address break-fix and/or business as usual changes required in support of issue resolution or business need
• Participate in the testing and validation of process and system changes where required 

Training

• Identifies individuals who should be trained/up-skilled and provides ongoing, on-site support to the end-users
• Provide input and recommends reporting requirements for business KPI’s and helps drive potential business analytics solutions covering business need
• Assist and ensure business-relevant documentation (training and scenario documentation down to process steps) are aligned with actual business and system processes, and drives amendments to align the same
• Identifies training needs for end-users and review training material for both initial training and follow up assessment of user skills
• Apply/recommends changes to training documentation where unclear or insufficient information creates bottlenecks or is not aligned
• Engages with end-users and determines skills requirements
• Regular on-site follow-up visits to test user knowledge and ensure users are applying the correct system processes 

Projects

• Project Implementation assistance & follow up
• Participates actively in Change Management plan e.g. conducts surveys, briefing/debriefing, systems liaison
• Conducts regular on-site process audits in terms of effective system utilization 

Minimum Requirements:

Experience:                                                                   

• Minimum of 5 years’ SAP support/consulting experience
• Minimum of 5 years’ customer support experience in the IT industry 

Qualifications:

• Matric/Grade 12
• Business/IT Degree or Diploma
• SAP Certification advantageous 

Additional Requirements:

• Proficiency in Microsoft Office
• Microsoft Project an advantage
• Additional SAP skills in cross-functional areas and enabling technologies advantageous
• Valid Driver’s Licence
• Own transportation to travel between our sites
• Able to be on standby every three weeks’ 

Competencies:

• Thinking Rationally
• Thinking Analytically
• Documenting Facts
• Interpreting Data
• Continuous Improving
• Building Relationships
• Articulating Information
• Taking Initiative