Beschreibung
SAP End user Support Consultant m/f / Kennziffer - 25265Task / Responsibilities
ERP 2005 SAP modules in use are FI, CO, MM, SD, Public Sector Management, HR, Project System.
The customer uses Portal technology for workflow and Employee Self Service transactions.
The customer has also implemented SAP BI, including SAP Business Warehouse and SAP Business Objects to fulfil its reporting requirements.
SAP users categories:
- Employee Self Service Users (ESS). These users use ESS for both business and personal purposes, e.g. time and absence management, shopping cart.
- Workflow Users, who will mainly view SAP data and participate in workflow, i.e. electronic approval loop of certain transactions, e.g. travel management, procurement requests, invoice acceptance. Most of these users also use SAP for reporting purposes.
- Professional Transactional Users, who enter and maintain data and transactions directly in SAP.
- In addition, there are a certain number of Reporting Users, who enter and run the reports through SAP Business Intelligence Systems.
It is foreseen, that the tasks of the Support Cosultant will include, as a minimum:
Providing first level support to the customers end-users in the use of the SAP ERP and BI Reporting system. This will mainly involve providing guidance on navigation and assisting users who are not familiar with SAP, however functional support, particularly in areas supported by ESS and workflows functionality is expected,
supporting the implementation of financials related process enhancements and projects by conducting activities such as testing of new functionality, supporting pilot implementations, roll-outs and similar activities in a project environment and providing respective feedback.
Supporting Business Process Experts in testing for technical upgrades including Support and Enhancement Packages.
facilitating the coordination and communication of changes in functionality to the SAP system (with emphasis on Financials) due to bugs, enhancements, and daily production support. This role is instrumental in helping the SAP Business Process Expert Group and SAP consultants to maintain and refine the internal SAP Change Management Process.
This role will include the following tasks as a minimum:
Monitoring controlling, communicating and tracking the registered bugs with SAP Business Process Experts, SAP Consultants and System Administrators until bug closure.
Monitoring the transport requests provided for the resolution of bugs or changes to the system,
Initiating the change management process by collecting change details and creating the related change management forms for the changes to the system functionality,
Identifying testing-, documentation-, and training materials that may be affected by system changes with the Business Process Experts (BPEs) and following up the implementation of the required changes to the affected documentation, including supporting BPEs in the documentation activity.
Providing second level functional support to Service Desk members, especially in identifying the root cause of the problem (user error, client setup, SAP Bug, Customisation error, authorisation mistake etc.), and resolving the call if direct end-user support is required,
Establishing a knowledge base for end users and custeomer Service Desk of the resolutions to commonly experienced issues; questions, calls etc.
Providing one-to-one or classroom user trainings to the users, in areas such as Employee Self Service, Basic Navigation, Reporting etc.
In case of functional support requests, communicating with the SAP Key User Group, and resolving the call raised by the user.
The consultant is also expected to increase his knowledge of the customer processes and decrease the dependence on the SAP Business Process Expert Group.
Skill:
Proven experience in providing end user support, and being proficient in using the SAP ERP system, preferably the SAP ERP for the public sector,
Basic understanding of Functional Modules: SAP Financials, SAP Travel Management, SAP Public Sector Management - Availability Control, budgeting, reporting functionality for all Modules utilised at customer (procurement, invoicing, travel, HR expenses, etc.)
Experience in providing end user training in the areas of SAP navigation, workflow and ESS on SAP portal.
Basic understanding of SAP workflow concept and models and the ability to review and trace workflow logs and errors.
Basic understanding of SAP reporting concept, preferably with SAP Business Intelligence,
Working knowledge of employee self service functionalities such as shopping cart and goods/service receipt, absence and time management, employee data maintenance, payroll slip, training requests
Proficiency in use of Microsoft Office Tools, especially Microsoft Word and Excel.
In addition to the above, the following will be considered as advantageous:
Experience of working in a public sector organisation.
Knowledge of incident and change management fundamentals and principles, preferably having used processes conforming to the ITIL standard for IT Service Management.
The Support Consultant shall have customer focus and service orientation as well as highly effective interpersonal skills in dealing with demanding customers.
Since the job requires active support and communication, he/she shall also have the ability:
· To communicate effectively verbally and in writing,
· To prioritise, plan, and resolve conflicts,
· To manage multiple assignments, and
· To work in a team environment.
The working language is English and therefore the Key person must be able to work effectively in this language and should have knowledge of the French language.
Working Hours
Monday-Thursday from 08:30 to 17:15, CET and Friday from 08:30 to 16:00, CET
Art: Contract
Ansprechpartner:
Herr Peter Schilling
Tel.:
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Über die Prometheus GmbH:
Seit Gründung im Jahre 2001 ist die Prometheus GmbH einer der führenden "Dienstleister der Dienstleister"
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Das Unternehmen unterstützt seine Kunden bei der Bewältigung aufwändiger IT-Projekte, beim Outsourcing
von Support- und anderen IT-Dienstleistungen, sowie bei der langfristigen Bereitstellung qualifizierter
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