Support Analyst at The Heineken Company

The System Support Analyst will be responsible to support End Users with all queries, issues, and requests for our various Production sites. The incumbent will also create training material for the above-mentioned system(s) and present classroom and one-on-one training to end users when needed.

KEY REQUIREMENTS

• System support for calls logged in line with procedures and Service Level Agreements.
• Identify and report recurring system problems.
• Develop and maintain supporting training documentation.
• Assess training needs in liaison with business units.
• Facilitate end-user training.
• The System Support Analyst will be responsible for super-user support in supporting the various production sites systems, including the SAP PP, QM and Customized Primary module (Wines, Ciders & Spirits).
• Maintaining close business relationship with the planners; quality controllers and various production site users, specifically super users.
• Broad understanding of the solution components and integration with an emphasis on:
• Production Orders process
• Quality management
• Stock take
• Stock movements
• Assisting with support in the Wines, Ciders and Spirit environment
• Strong training competence in terms of training facilitation and compiling of training material in liaison with the Training Manager.
• Identify and report recurring system problems.
• Develop effective manager and peer working relations
• Take responsibility of own performance goals and personal growth
• Culture Shaping Survey  IDP in place
• Managing your career (EPMS Scorecard, IDP and Career Plan in place)
• Drive own development to ensure knowledge and skills remain current

EDUCATION AND EXPERIENCE

• Relevant information systems qualification
• Very good business knowledge in the areas supported production and quality systems.
• Proven IT Technical skills: Minimum of 5 years support experience of which 3 years must be in Production or Quality management.
• Excellent knowledge of database structures and general database management.
• Solid understanding of Information Systems and Technology management.
• Exposure to system integration would be advantageous.
• Exposure to SAP MM; PP; QM and any prior winery/cider environment would be advantageous.
• Very good analytical skills.
• Excellent written and oral communication skills.
• Strong administrative ability with high attention to detail.
• Goal orientated team player.
• Ability to work under pressure.
• Valid driver’s license.
• Ability for after hour user support and willingness to travel for project roll outs