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Job Description: 

Position Summary:

We are seeking a SAP Support Analyst to join our SAP Center of Excellence (CoE) team, specifically SCE Track, composed of highly motivated, talented individuals in providing SAP IT Services to the different Ingram Micro business units – mostly under Technology Solutions and Commerce & Fulfillment. The candidate should have practical knowledge and experience mainly in SAP SD with a good understanding of SAP WMS and SAP MM.  This resource should have good knowledge of the business process, especially areas related to sales, logistics solutions for warehouses and transportation management (TMS).

The position will be working with business owners/users and solution owners on process and operational requirements in providing maintenance support. The ideal candidate will have experience working in a technology driven organization with an understanding of IT Service Management, project lifecycle, requirements gathering and system analysis with the ability to participate and sometimes lead discussions and meetings. Candidates must have a strong verbal and written command of the English language with the ability to clearly communicate with stakeholders. This is an opportunity to work in a dynamic, fast-paced, and challenging organization which is highly focused on results. 

Responsibility: Provide functional support following the defined operational processes, ITSM processes and supporting tools

-     Review and understand all existing processes as configured in the SAP SD, SAP WMS      

and SAP MM, including client specific enhancements and customizations

• Performs Incident, Problem and Change Management tasks/activities thru problem solving/analysis, bug fixing and coordination with users/stakeholders and other support groups
• Adhere to globally defined ITSM processes and SAP CoE processes (i.e., use of ChaRM in Solution Manager) for proper tracking/monitoring,
• Performs risk, schedule and cost impact analysis for small enhancements by working with different workstreams in resolving technical issues.
• Performs on-call support work based on the 24x7 support service and the team rotation defined and agreed.
• Participate and/or lead bridge calls to facilitate coordination and problem resolution of SEV1 and SEV2 incidents
• Ensures completeness of problem/impact analysis and that Post Mortems are completed for all SEV1 and SEV2 incidents as appropriate.
• Reviews completeness of root cause and recommended resolution / workarounds.
• Participates in Operations or Problem Management calls/meetings as required.
• Create documentations as needed to build solution and operational knowledge
• Leads or drives innovation as part of Continual Service Improvement of the SAP CoE team

Job Qualifications and Educational Requirement

• Graduate of 4-year college course (preferably IT or Engineering)
• Working user experience with MS Office Suite (MS Word, Excel, Powerpoint) or Office 365
• Minimum 5 - 7 years of hands-on SAP SD support experience is required
• Minimum 3 - 5 years of previous experience in application maintenance or support work is required
• Minimum 2 - 3 years of previous experience in project management, systems analysis and design is required
• Working knowledge and hands-on experience on SAP WMS and any TMS solution is required
• Practical experience in ABAP debugging as part of problem solving or root cause analysis is required
• Practical experience in documenting solutions and functional designs to support development of objects based on the stated business requirements and goals is required
• Working knowledge of SAP IDOCs and BAPIs is required
• Working knowledge of ITSM processes (especially, Incident and Change Management) and/or ITIL best practices is required
• Previous experience in project management, systems analysis and design is desired.
• Working knowledge on SAP SCM (GATP) and SAP GTS is desirable
• Working knowledge of SAP BASIS and NetWeaver is desirable
• Working knowledge on SAP HANA or S/4 HANA is desirable
• Familiar/trained in SAP Capacity and Performance concepts and/or best practices is desirable
• Working knowledge of SAP Solution Manager and HP Quality Center or other Incident Management and Change Management systems is desirable
• Experience working in a multicultural environment

• Resource is willing to work on a shifting schedule (esp., night/graveyard shift - no exceptions)

• Resource is flexible to work on holidays and weekends (i.e., project cutover or on-call support work)

• Hybrid setup (10x a month RTO)