JOB SUMMARY

• Work with a globally diverse SAP Basis team and other IT process partners providing support for existing and new global logistics clients.  Providing SAP Basis administration services and managing end-to-end SAP technical architecture or solutions for global clients are ongoing responsibilities.
• Completely independent. Oversees some cross-functional projects, relied upon to answer complex questions, and perhaps assists with some cross-regional projects. Secondary trainer of new team members.

Span of control:

• Execute the daily support and work as project team member in support of 14+ customers over 20+ SAP Landscapes and +120 virtual servers.

SAP Support & maintenance on SAP products such as :

• SAP ERP 6.0
• SAP PI 7.X – ABAP and JAVA stack
• SAP Solution Manager 7.X - ABAP and JAVA stack
• SAP BW / BPC 10.0 - ABAP and JAVA stack
• SAP SCM
• SAP HANA based platforms

JOB RESPONSIBILITIES

• Support SAP system landscapes and our Internal and external business partners to maintain service levels within expectations of our customers.
• Act as lead assistant to service and product teams while executing day-to-day support work and project assignments (e.g., L1 and L2 support teams, ABAP developers, Integration teams, project teams, customer service teams and end-users).

Ensure IT Service Management (ITSM) and security processes and procedures remain updated and are adhered to, as well as provide guidance to the team for the following:

• Incident management
• Problem management
• Change Management
• Audit and Account Administration

• Provide project leadership, expert advice, and counsel to IT personnel, management, and project teams on the most complex aspects of support and maintenance methods.
• Work directly on complex problem identification and resolution, including responding to off-shift and weekend support calls.
• Lead key SAP Basis team initiatives and provide technical direction to external suppliers as needed for installations, upgrades, refreshes, proofs of concept, backups and other complex projects.
• Provide day-to-day support operating in an established in-office and on-call shift rotation for the 24/7 operation.
• Develop processes or process improvements to provide reliable services.
• Ensure the delivery of exceptional customer service and tangible outputs. Rely on industry standards, best practices, and qualitative and quantitative data to support and/or refine operations methodologies.
• Perform other responsibilities as assigned, including overnight and potential international travel.

QUALIFICATIONS

• Bachelor’s degree in Information Technology or related field, or an equivalent combination of education, certification, and experience.
• At least 5 years of IT experience.
• At least 5 years client-facing experience, working closely with business teams and customers.
• At least 5 years of experience with SAP environment management strategies including:
• SAP Environment Planning: creation, refreshes, back-up, and recovery
• SAP Roadmap Administration: timing of upgrades, service/enhancement packs, and implementation of new modules
• SAP Change and Transport Management Strategy
• At least 5 years of progressively responsible job-related experiences typically required.
• At least 5 years of SAP experience and knowledge (e.g., DB management, networking, application platforms and design, development, future roadmap, OS administration). 
• Solid understanding of IT Infrastructure Library (ITIL) and ITSM best practices.
• Experience working in a virtualized desktop environment managing application systems with infrastructure, functional, and technical support teams/analysts.
• Warehouse operations and/or parts logistics methodologies experience preferred.
• Requires knowledge of multiple application systems, computer hardware and interfacing of software applications, preferably Neovia’s.
• A good understanding of the Neovia organization and its business processes preferred.

PHYSICAL REQUIREMENTS
Work is primarily sedentary. Sits comfortably to do the work; however, there may be some walking, standing, bending, or lifting item weighing up to 15 pounds.

ADDITIONAL INFO

Skills and Competencies:

• Proficient user of Microsoft applications such as Excel, PowerPoint, Word, Project and SharePoint.
• Establish and maintain effective relationships at all levels of the organization, and with external vendors and regulatory agencies.
• Excellent written, verbal, and presentation skills with the ability to swiftly shift approach based on audience.
• Ability to communicate complex issues/solutions in a manner that is easily understood and actionable despite the audience.
• Ability to perform well within a fast-paced, deadline-driven environment that requires the management of multiple projects at once, without compromising quality and service levels.
• Ability to operate and influence at a strategic level, maintain composure and professionalism, deliver results, despite organizational noise.
• Ability to maintain confidentiality of extremely sensitive data at all times.
• Must have strong analytical skills, ability to work independently, have exceptional interpersonal and organizational skills and pay specific attention to details.