Support Analyst at The Heineken Company

Key Responsibilities

• 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 with relevant training department.
• The Support Analyst will be responsible for super-user support in the various production sites systems, including the various SAP Modules and third-party integration systems.
• Maintaining close business relationships with the planners, engineering team, production personnel, and specifically key users in the various sites and departments.

Broad understanding of the solution components and integration with an emphasis on:

• Planning
• SAP Process Orders environment
• Inbound & Outbound process
• Engineering [Plant Maintenance]
• Stock movements
• Assisting with support between SAP & Third-party integration systems.
• 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 by 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 environment.
• Solid understanding of Information Systems and Technology management.
• Exposure to system integration 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.