Job Description :

Project Optimus Production Planning Leadership
Scope This is a unique opportunity to work with S/4 HANA 1709 as you leverage the SAP Model Company pre-configured solution and SAP HANA Enterprise Cloud (Private and Public) As a Run Support expert, you will be responsible for end-to-end run support for the S/4 HANA Production Planning business processes and technical solution. This includes the transition from hyper care to active run support care activities. You will utilize an agile / scrum approach across multiple locations in North America and Mexico. As a run support analyst, you will directly partner with the client functional and technical deployment leaders and several key solution delivery partners (e.g. SAP)
Qualifications &
Responsibilities Day to Day job Duties: (what this person will do on a daily/weekly basis) • Providing application support for Production Execution& Quality Mgmt., PPDS on S4/HANA and Fiori platform. • Strong end-to-end business process know-how with Product knowledge in Production Execution& Quality Mgmt., PPDS on S4/HANA and Fiori platform. • Need to provide L2/L3 end-user support for SAP S4/HANA Production Execution& Quality Mgmt., PPDS on S4/HANA and Fiori platform. o Incident Management + Service Request § Validate if a reported service event incident / service request has sufficient required information as provided by the business user. § Carry out analysis of the reported service event incident. If it requires a break fix then coordinate testing the possible solution and respond to the user with complete solution and seek user confirmation on the same. § After receipt of user confirmation, resolve the incident with appropriate comments in the incident reporting tool. § For a Service Event Request validate the
specified request and necessary approval required. § Coordinate implementing the solution in system, carry out required testing and seek user confirmation about the desired changes before resolving the Service Request. § For incident requiring code changes and/ or configuration changes provide the initial analysis in the ticket and assign the same to L3 team for next action with due information to the business user. o Major Incidents ( P1 & P2 ) § For a major service event incident, carry out the investigation and work on solution. Ensure involvement of L3 team for review of possible solution. § Attend the calls set up by L1.5 with business users and provide necessary inputs / work around for restoring the business operations till the permanent solution is implemented. § If the issue is critical to the business and no immediate solution can be provided to business user by L2 team, assign the major incident to L3 with initial analysis § Provide RCA for major incidents with details of solution implemented by L2 and L3 team o Problem & Knowledge Management § For repetitive issues reported, open a service event ticket and seek approval from L 3 Process Lead. Post approval work on providing the permanent solution to the issue. Seek help from L3 Process Lead as required for solution design and review. § Coordinate the implementation of the solution for the service event ticket as per defined process. Provide regular updates to the user on progress of the problem ticket till final resolution. § If the solution for the service event ticket cannot be provided by L2 team, the ticket is to be assigned to L3 team for necessary action as per the designed process § Work on knowledge management initiatives for repetitive incidents requiring break fix as per the designed process o Service Level Management / Reporting § Publishing Daily / Weekly / Monthly Reports • Daily Reports
• Weekly Work stream Report • Weekly Status Reports • Weekly Transport Score Card • Monthly SLA Report / KPI Report • Data Trend Analysis & Performance Reporting • The L3 team will work mainly for issues requiring code and / or configuration changes (efforts up to 36-45 hrs as agreed with customer). Issues requiring more efforts need to be handled by the PMO Change Request team. • The L3 team will also work on Major incidents (P1/P2) and a service event ticket which needs higher expertise and hence cannot be handled by L2 team. All such incidents need review by L3 Process Lead to decide the ownership between L2 & L3 team. Basic Qualifications: (what are the skills required to this job with minimum years of experience on each) • Strong communications and customer focus orientation and abilities. • Customer orientation with a strong focus on quality • Full professional English and German language skills • Fast learner and goal-oriented working style • Excellent team player • High quality demands towards work accomplished • Creative, open minded and possesses the ability to communicate and convince others based on technical facts • 5+ years of Strong S/4HANA and Fiori knowledge and experience in solution support area, including significant experience with incident management, configuration, and testing. Including experience with many of these key business process areas: o Production Planning & Detailed Scheduling o Sales & Operations Planning • Analytical skills to solve complex problems; a structured, reliable and independent way of working under pressure; confident and friendly interaction with customers and very good communication skills in general.
Other Travel: • Can be based anywhere in the continental United States.
Work remotely from home ~75% of the time. ~25% travel to client locations in the United States. Degree: • Bachelors in Computer Science or equivalent work experience

mehnaz AT sierrasoln DOT com


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