SAP Support Analyst

SAP Support Analyst - £200 - £250 per day - Contract

My client, a large organisation within the publishing industry are in the need for SAP Support Analyst for an initial 2-3 month period with a view to extend. The role could also lead to a Permanent position. The main purpose of this role is to support the SAP Support Manager with the following key duties:

Incident Management Process

Monitor the SAP Hypercare inbox and log all issues on SharePoint.

Assess and assign priorities and categories to the tickets as required.

Split out tickets into multiple categories as required (e.g. Incident, Change, Problem etc) and ensure the correct process / workflow / approvals are followed for each type.

Analyse all issues and triage / assign to the correct person within the organisation or to CIBER (CSS system).

Keep tickets updated with all activity communicated through Hypercare or through other means.

Monitor and maintain activity on both SharePoint and CSS and manually keep in synch

Chase and escalate all tickets in accordance to escalation rules (to be agreed with SAP Support Manager).

Get involved in fixing tickets as appropriate.Manage ticket progress where appropriate e.g. co-ordinating testing activities.

Liaise with Transport / Release Management process and ensure tickets are cross-referenced accordingly.

Produce ticket statistics weekly and monthly and review with Manager and helpdesk team.

Analyse CIBER performance statistics weekly and monthly and help to manage performance and plan resourcing.

Analyse process bottlenecks in the organisation and help to remove them.Provide helpful and friendly interface for users / ambassador for the service.

Assist with SAP Support project for introduction of improved processes.

Assist with cut over to new support software / systems.

Please send your CV for an immediate response
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