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SAP Technical Support Specialist (m/w)

Eingestellt von IT People Power GmbH aus Stuttgart

Gesuchte Skills: Sap, Support, Netweaver, Abap

Projektbeschreibung

Aufgaben:

- Responsible for the administration and customization of the operated applications and responsibility for the ongoing maintenance and care (2nd / 3rd level support) to maintain the SLA-compliance. Will also be involved within ongoing Technology change and projects as required.
- Maintain design of target system landscape and client structure in close cooperation with SAP Solution Architects and in alignment with customer strategies for management of SAP environments
- Provide consulting expertise and hands on support for various international systems and projects
- Scheduling of applicable SAP Active Global Support Services
- Optimization of technical infrastructure and continuity planning. Design and testing of failover environment in cooperation with the infrastructure teams.
- Working on incident solutions concerning applications as a 2nd / 3rd  level supporter
- Analysing software alerts and initiating corrective actions
- Working on service requests concerning applications and documenting all incidents and service requests
- Escalating incidents if they could not be solved
- Deliver workarounds for incidents and initiate problem process
- Problem analysis and solution design if applicable
- Create rollout plans
- Train end users and IT colleagues (e.g. service desk agents) in application handling and prepare end user support
- Apply changes to productive application systems (e.g. hotfixes, minor and major releases)
- Create documentations for applications
- Contribute in developing the software portfolio and drive the software packaging process
- Contribute in and work on application test scenarios (prepare data, …) as well as in the post-incident-review-process
- Grant access to IT if requested and approved
- Contribute in an application/infrastructure design phase
- Adapt contracts for maintenance and services
- Accountable for maintaining applications (e.g. Configuration, DB reorg, patch mgmt, …)
- Accountable for the fulfilment of service requests
- Contribute to overall OneIT release planning
- Review customer call statistics regularly
- Inform of any trends (e.g. user queries) that may be identified
- Identify ways that internal procedures/ systems could be improved to provide a better service
- Produce ad-hoc reports
- If applicable: Lead, select and develop a team of Support Analysts so that colleagues have the motivation and skills to deliver the required level of performance and capability to inter-change between support teams as required.

Applications Management:
- Maintain a focus on applications management efficiency and effectiveness.  Pro-actively identify opportunities for improvement in systems or processes
- Use specialist application knowledge in the timely diagnosis and resolution of incidents and problems relating to infrastructure issues.  Assist support services in the monitoring, sustaining and improving service to the organisation.  Develop and recommend pro-active solutions.  Provide specialist application input into the change management process, including the approval of changes where necessary from a support perspective.  Liaison with 3rd-party specialists on support topics
- Establish and maintain effective and close working relationships with other specialist groups, to facilitate the sharing of knowledge and expertise.
- Maintain an excellent technical knowledge of the customer implemented solutions.  
- Maintain expert knowledge of the underlying software. Acquire and maintain a good understanding and working knowledge of all relevant application technologies. Maintain a very good understanding of current and emerging technology in the market place. Advises others of technology-led opportunities
- Completes tasks to required quality standards
- Audits and assesses work of other team members and provides feedback

Skills:

- Holds a recognised SAP qualification/certification in one or more specialist areas
- Minimum of 3 years’ solid experience within SAP Netweaver Technology, (ABAP and JAVA) from various projects.
- 3-4 years’ experience with operations of complex SAP environments preferably within international companies.
- Demonstrable experience of supporting SAP systems within an ITIL environment
- Expert knowledge of SAP Netweaver Technology, systems design, architecture and implementation.  
- Experience of Collaborating with near=off shore service providers.
- Very good knowledge and experience with E2E solution operations and change management, preferably in a Solution Manager System,  Solution Manager incident and problem management.
- Significant experience of supporting large/complex SAP systems.
- Experience in managing vendors and service providers
- Excellent knowledge of IT service operations and support processes
- Excellent application management knowledge
- Excellent knowledge of owned IT applications (depending on area of responsibility)
- Profound ITIL knowledge and qualified to ITIL v3 Foundation level
- Wide ranging IT experience (planning, development, operation & service mgmt., enterprise architecture, SAP)
- Certification in SAP and in ITIL is nice to have
- Fluent English language skills
- Languages: English and another regional language (both business fluent in negotiations)

personal requirements:
- Ability to work effectively with minimal supervision, and also as an effective team player
- Well-developed interpersonal, communication and presentation skills.  Able to articulate complex technical topics equally to a technical and a non-technical audience
- Analytical approach to solving problems and good attention to detail and quality of output
- Escalates problems to manager/supervisor where appropriate. Plans and prioritises own workload in line with priorities agreed with manager
- Good communication and coordination
- Ability to work in an international multicultural team, social competencies and assertiveness
- Ability to work under pressure as well as result orientated
- Personality as well as creativity in thinking and acting
- Good presentation skills

Projektdetails

  • Einsatzort:

    Stuttgart, Deutschland

  • Projektbeginn:

    asap

  • Projektdauer:

    3 Monate

  • Vertragsart:

    Permanent

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

IT People Power GmbH

  • Straße:

    Friedrichstr. 6

  • Ort:

    70174 Stuttgart, Deutschland