SAP PS and Omega PIMS Support Analyst - JHB at Hatch

Summary

The SAP Project Systems and PIMS Project Management Support Analyst (in short, the Support Analyst) supports the Hatch iPas PM application. iPas PM is currently built on the SAP PS (Project Systems), CPM (Commercial Project Management) and Timesheets modules, as well as other non-SAP modules. In the future this will include the Omega 360 PIMS module.

iPas PM provides functionality for Prime Contract Management on all Hatch projects. The Support

Analyst will play an important role in user support, with the responsibility to assist users, trouble shoot and take on tasks to ensure that users are able to manage their prime contracts in an efficient manner. They are responsible for problem ownership and resolution, combined with superior customer satisfaction and service level attainment, for any support requests for iPas PM. 

The Support Analyst interacts directly with end users to help them troubleshoot and resolve technical problems with iPas PM. They assume full ownership of the support request, ensuring it is resolved in a timely manner, or escalated appropriately to other support analysts, IT, the Functional team or Functional Support for review and input.

The Support Analyst will support users on every continent and must be flexible as to working hours. Working hours will frequently overlap North American or Australian time zones.

Responsibilities

• Manage, support, co-ordinate and resolve issues relating to iPas PM and iPas TF
• Provide first level support by identifying and resolving system problems and assisting end users in the use of iPas PM for prime contract management and iPas TF for Time
• Responsible for problem management activities such as issue resolution and root cause analysis
• Work on and close out tickets in the Hatch Zendesk System, while adhering to SLA’s, standards, and processes for systems at Hatch
• Manage your assigned ticket queue, and escalate any issues as required
• Identify and document proactive solutions for recurring issues
• Monitor integrations with external systems
• Assist with system testing of enhancements and fixes
• Assist with creation of user and support documentation
• Maintain current knowledge of relevant technologies as assigned

Qualifications
Skills, Education and Experience

• BA or BS degree in Business or Business and Computer Science / Information Systems or the equivalent Business and Project Management / Project Cost Control application experience
• 3 years of hands-on experience using or supporting a Project Management / Project Cost Control application
• Understanding of concepts surrounding project cost control   
• Experience in ticket / issue resolution and best practice approaches to user support
• Excellent problem solving/analytical skills
• Strong written and verbal communication skills, excellent interpersonal skills, and customer focus
• Results-oriented, self-starter, capable of working independently and within a team environment to meet deadlines
• Flexible and able to adapt to changing circumstances or requirements
• Demonstrated ability to learn new concepts

Nice to Have

• Experience with the SAP PS (Project Systems) module
• Experience with Omega 360 PIMS
• Understand EPCM / Professional Services project-related business processes