RESPONSIBILITIES:

This is a Level 2 support position that directly interacts with end users and company management.

• Responsible for the day to day end user support for the Alere SAP Systems.
• Diagnose, analyze and resolve issues efficiently.
• Contribute to continuous improvement initiatives relating to the processes used to resolve Incidents / Change requests.
• Adhere to the SLA’s set by GIS for all types of support work.
• Identify and design system enhancements required in response to incidents raised by the user community.
• Complete the functional and configuration documentation for any solutions delivered.
• Provide training to users on standard Alere processes.
• Maintain SAP process related documentation in accordance with our Change Management policies and processes.
• Establish a strong and effective working relationship between the Functional and Security based SAP teams as well as the Transition Management and Project teams.
• Assist in the assessment, determination and documentation of customer requirements for services provided by GIS.
• Abide by all GIS Policies and Procedures pertaining to security of data, the network and its applications, proper account access and management, and general Standard Operating Procedures.
• Undertake any other duties reasonably requested to meet business needs. 

BASIC QUALIFICATIONS | EDUCATION:

• Bachelor’s degree in Computer Science, or related degree, or equivalent work experience

• A minimum of 3-5 years of SAP FICO support experience with configuration knowledge.
• A broad understanding of SAP functionality.
• A good understanding of standard business processes within the order to cash area
• Experience of current SAP technology e.g. SAP ECC6
• Experience of working cross-culturally and cross-functionally and ability to adapt personal style to different environments
• Organizational skills to make sure the team are achieving high levels of service.
• Strong analytical skills and documentation skills
• Excellent customer service skills and an ability to deal effectively with customers and colleagues at all levels.
• Able to learn new processes quickly, and an ability to keep knowledge and skills up to date.
• Knowledgeable in using Microsoft Office (Outlook, Word, Excel, PowerPoint)
• Experience of working in a team-oriented service desk / application support environment, with the ability to positively contribute to cross functional teams.
• Self-motivated, team-oriented approach, able to operate effectively in a busy environment.
• This position requires a high level of independent thinking and the ability to solve problems in a fast-paced environment.
• Works on diverse range of support issues requiring ability to independently identify, evaluate and resolve problems.
• Works independently / part of a team to produce solutions in support of customer service level agreements.
• Works proactively and uses own initiative to ensure business needs are met effectively.
• Ensures all solutions adhere to applicable change control requirements.
• Addresses immediate service needs of all end users regardless of Business Unit affiliation.
• Good time management skills, with proven ability to prioritise and organise a demanding workload, adapting to fit the changing needs of the business.
• Strong customer service orientation, able to understand and meet the needs of a diverse client base in a positive and professional manner.
• Self-motivated and team oriented approach, able to work well with direction and independently.
• Strong problem-solving skills, with the ability to combine technical knowledge and customer support skills to successfully and repeatedly instruct people on the steps to take to solve computer problems.
• Excellent interpersonal and communication skills (both written and verbal), able to relate with users, service providers, management and internal / external audit teams.
• Previous experience of dealing with external Audit companies.
• Lockbox and SAP EBS Electronic Banking process
• VAT and Tax Reporting in SAP
• Knowledge of other functional areas within the SAP environment such as MM, IM, WM, or SD will be beneficial
• Experience of improving efficiency and processes within a support environment.
• Project Management awareness.
• A working knowledge of Service Now (ITSM).
• Experience working in an ITIL environment.
• Sarbanes Oxley (SOX) compliance awareness.
• Computer Systems Validation (CSV) awareness.