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SAP Logistics Primary Support - Level 1
Publicat la 17.01.2022
The SAP logistic support is in charge of acknowledging incident / service request for the SAP logistic modules, analyzing and solving the issues in accordance within the SLAs.
- To provide 1st Level support on SAP Logistic modules MM, WM, SD, PP.
In particular she/he will
- Acknowledge and classify the incoming incidents in the helpdesk system respecting the defined SLAs;
- Support the business in the use of SAP system, in the respect of the established SAP Core Model procedures and best practices (‘How-to' requests)
- Provide the users with existing user-guides and/or create new user guides and documentation where necessary;
- Support the business with exceptional updates of data in the SAP system when necessary or other service requests;
- Address Incidents (bugs) or Requests for Change (system evolutions) to the 2nd and 3rd level of support
- 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.
- She/he will also be responsible for the 1st level of support for other applications or interfaces, in the logistic domain, and strictly related to SAP, in collaboration with external partners.
- Minimum 3 years of IT experience with 2 years as SAP support analyst / consultant
- Bachelor's Degree in Engineering/ Computer Science/Information Technology or equivalent
- Fluent in English, it is mandatory
- French language skills - nice to have;
- ITIL level I certification - nice to have;
- Strong experience in incident and problem-solving management
- Good knowledge of SAP logistic modules (SD, MM, WM, PP)
- Experience in writing user guides, knowledge base entries
- The presence of mind to respect the limits of discretion and escalate important/urgent issues to management where appropriate
- Utterly trustworthy, honest and reliable