To provide support and coordination on IT ERP & core applications topics

In particular she/he will:
• Acknowledge and classify the incoming incidents in the helpdesk system respecting the defined SLAs; understand criticality/impact of incidents
• Support the business in the usage of different ERP/Core applications
• Provide the users with existing user-guides and/or create new user guides and documentation where necessary;
• Ensure that the resolution of the service requests is well documented in order to contribute to the IT Support knowledge base
• Contribute to the proactive identification of business needs for system evolution and enhancement.
• Coordinate ERP & Core apps support Team, managing tickets & tasks assignment
• Coordinate escalation and communication with IT central Expert Team
• Report KPI to IT Direction
• Collaborate with others IT Teams (mainly SAP and Apps)

 • Minimum 5 years of IT experience with 3 years as ERP (SAP) Teamleader or coordinator
• Strong experience in incident and problem-solving management
• Good knowledge of SAP solution, third party applications related to Industrial/HR/Quality scope
• Deep Experience in writing user guides, knowledge base entries
• Strong experience to drive a support team
• Personable i.e. good at dealing with people in a pleasant, helpful manner, yet assertive enough to insist that access rules are applied and security procedures are followed properly, even by managers, awkward customers and team members under stress
• The presence of mind to respect the limits of discretion and escalate important/urgent issues to management where appropriate
• Utterly trustworthy, honest and reliable
• Bachelor's Degree in Engineering/ Computer Science/Information Technology or equivalent
• Fluent in English, it is mandatory