Beschreibung
Task:(i) deal with tickets according to agreed KPIs
(ii) deal with change requests
(iii) Participation on calls with customer
(iv) Accomplishment of on-call duties
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First level support: Support of end users (solution of handling problems as well as simple process questions). Initiate messages in 2nd level support.
Second Level Support: Basic support and monitoring of the problem solving process with call acceptance and process monitoring. The 2nd level support assumes the processing of complex issues whose solution requires in-depth understanding of the processes mapped. The issues are solved by correcting the customizing, coding, or data. Moreover, tickets are transferred to SAP OSS within the scope of problem management if it involves an error in the SAP coding.
Third Level Support: The 3rd level support is engaged in cases which the 2nd level support cannot solve.
Ticket: Message relating to an SAP issue.
Ticket system: System used to accept, record, classify, prioritize, forward, track, and document messages.
Mandatory: Due to involvement in the quality assurance team (responsible for autonomous positive and regressive testing of SAP-system changes in the logistics modules SD/MM/PP/LO-TRA/WM) whithin a 85 % modified SAP-process-workflow a specialist knowledge of the customer specific processes, customizing and modifications is necessary. Effort to get this knowledge is calculated 6 months.
Mandatory: Additional knowledge required in usage of HP-Service-Manager 9.2 and HP-Project-Portfolio-Management tool (PPM) (connected by bi-directional interface) and HP-Quality-Center, All tools with customer specific designed workflows and modifications
Requirements (Must have):
? Deep knowledge in SAP modules MM/SD/PP/LE
? Deep knowledge in ABAP workbench
? Excellent English language skills
Beginn: 02.01.2014
Dauer: 31.06.2014
Branche: Industrie