SAP Support Analyst – IL Lisle
Published | November 2, 2018 |
Location | Lisle, IL |
Category | Default |
Job Type | Full-time |
Description
Job ID: 5003
Position Description:
Joseph T. Ryerson & Son, Inc., one of the largest metals distributors in the US, is currently seeking a SAP Support Analyst to join our IT team in Lisle, IL. The SAP Support Analyst will support remote users in SAP and other related software. This support includes, but is not limited to, providing how-to knowledge to business users, reviewing training/knowledge documents, analyzing system problems and escalating system issues to appropriate IT teams.
Roles and Responsibilities:
• Provide superior customer service to Ryerson employees at all times including:
• Listening to users to gain accurate understanding of the problem
• Being empathetic to the user’s situation and identifying the appropriate sense of urgency
• Providing accurate, detailed documentation to the user and on the incident, request or problem
• Recommending and instilling adherence to proper best business practices when providing solutions or recommendations
• Appropriately resolving conflict
• Communicate clearly, effectively and professionally to all people regardless of role in company
• Provide SAP support over the phone and via e-mail
• Resolve simple and complex SAP incidents and manage requests and problems with limited support
• Troubleshoot and analyze problems within all SAP modules and other related systems/software (i.e. AS400 legacy system, fax software, etc.)
• Escalate incidents and requests via established processes when required
• Perform remote control of a workstation to ‘shadow’ users
• Able to work independently but also collaborate with team members on resolution to problems
• Assist IT teams in various ad hoc activities as needed, such as testing, monitoring, training, creation of job aids, support Business Process Optimization Team, provide level 1 support, etc.
• On-call/after hours rotation support (once every ~3 months)
• Able to work flexible hours between 6:00 am – 6:00 pm as needed to provide team coverage
• Other duties as assigned
Position Requirements:
• High School Diploma or GED required, some college experience preferred
• 2 years of SAP experience or other ERP, either as a user or in an IT support role
• Experience using an enterprise ticketing system a plus
• Demonstrated organization and communication skills both verbal and written
• Demonstrated problem solving ability
• Working knowledge in Microsoft tools (Word, Excel, etc.)
We are an Equal Opportunity Employer and do not discriminate against
any employee or applicant for employment because of race, color, sex,
age, national origin, religion, sexual orientation, gender identity,
status as a veteran, and basis of disability or any other federal,
state or local protected class.