SAP Support Lead/COE

OmniQuest, Inc.; Mandaluyong; On-site; PHP 1,200,000 - 2,100,000; Full time

Job summary

OmniQuest, Inc. is seeking an SAP Support Lead/COE to provide functional SAP expertise, ensure timely issue resolution, deliver enhancements and projects, and uphold SLAs in a dynamic environment in the Philippines.

The role partners with business and IT stakeholders to improve processes, map requirements to SAP solutions, and drive operational efficiency through ERP technologies, with a focus on EWM, PP/QM, FICO and related modules.

Qualifications

• Bachelor’s Degree in Business, Computer Science, or related IT field.
• 7–10 years of SAP experience including full project implementation and support.
• Solid understanding of business processes for assigned SAP modules.
• Strong cross-module integration and problem-solving abilities.
• Experience leading teams and delivering projects end-to-end.

Responsibilities

• Respond to user requests and resolve issues within SLAs.
• Deliver enhancements or projects by gathering requirements and configuring the system.
• Collaborate with business and IT to map needs to SAP solutions.
• Analyze service requests to identify process improvements.
• Participate in projects from requirements to testing and deployment.
• Improve system reliability, availability, and performance.
• Serve as SME and go-to person for module capabilities and documentation.

Skills

SAP

ERP systems

Root-cause analysis

Project management

Cross-module integration

Communication skills

Education

Bachelor’s Degree in Business or Computer Science

Job description

The SAP Support Lead/COE provides functional support and subject matter expertise for assigned ERP applications, ensuring timely resolution of issues, successful delivery of enhancements and projects, and adherence to service level agreements. The role partners with business and IT stakeholders to improve processes, implement system solutions, maintain accurate documentation, and drive operational efficiency through the effective use of ERP technologies. Target SAP Modules (Priority): EWM, PP/QM, Business Network, PPDS, MDG, Datasphere, SAC, or FICO (with strong CO experience).

Responsibilities

• Supports business operations by responding to user requests or inquiries, resolving and preventing issues raised all within Service Level Agreements.
• Delivers enhancements or projects by gathering user requirements, creating and updating functional and configuration documentations, configuring the system to agreed specifications, and communicating status updates to requestors/stakeholders.
• Identifies customer needs or process areas and maps them to IT solutions by collaborating with business and IT teams and networking with technology providers in designing new or in improving current work processes while keeping business process documentations updated
• Recommends IT product or service quality enhancements during operation's review by analyzing top service requests and incidents on a regular basis and applying insights into business process modeling.
• Participates in projects to gather requirements and design, configures, tests, and implements ERP related applications and workflows.
• Provides input for improving system reliability, availability, and performance. Makes recommendations for workflow/process improvements.
• Directly responsible for operational support, issue resolution, root-cause prevention, and hitting agreed SLAs.
• Acts as the subject matter expert and "go-to person" for module capability, business requirements, system setup, and process documentation.

Qualifications

• Bachelor’s Degree in Business, Computer Science, or related IT courses.
• At least 7-10 years of overall SAP experience, including full project implementation and operational support.
• Solid understanding of business processes associated with the assigned SAP module(s).
• Deep understanding of cross-module integration requirements within SAP and with non-SAP systems.
• Strong ability to perform thorough root-cause analysis and solve complex technical/functional problems with minimal supervision.
• End-to-end accountability for project deliverables: gathering user requirements, defining scope/timelines, configuration, testing, documentation, and status reporting.
• Strong business acumen to prioritize incidents/requests based on operational urgency and cross-divisional impact across CIT and external teams.
• Experience managing internal or consultant teams, setting project milestones, and providing constructive performance feedback.
• Excellent written and oral communication skills with strong meeting facilitation capabilities.