Retail Online Production Support Analyst (SAP SLM/BCP)

Apple; Austin (TX); On-site; USD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a Retail Online Production Support Analyst to lead a significant SAP upgrade. This role requires a blend of technical expertise and program management skills to ensure seamless business operations during the transition to a new SAP environment. The ideal candidate will have extensive SAP experience and a knack for clear communication across diverse teams. Join a team dedicated to delivering exceptional customer experiences and driving continuous improvement in a fast-paced environment. This is an exciting opportunity to make a meaningful impact in a dynamic and innovative setting.

Qualifications

• 4+ years in product/program/project management or production support role.
• Extensive hands-on SAP experience in e-commerce or tech-focused organizations.

Responsibilities

• Define and implement Business Continuity Planning processes for SAP.
• Collaborate with teams to ensure program objectives and technical solutions are met.

Skills

SAP

Program Management

Communication Skills

Business Continuity Planning

Technical Problem Solving

Education

BS/BA degree in a technical field

Tools

ServiceNow

Job description

Retail Online Production Support Analyst

Austin, Texas, United States Corporate Functions

Summary

Posted: Mar 13, 2025

Role Number: 200594760

Imagine what you could do here! The people here at Apple don’t just create products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work. Here on the Apple Store Online team, we are responsible for Apple’s largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things. The Retail Online Production Support (ROPS) team within Apple Store Online (ASO) partners with Apple’s IS&T teams and product owners to drive incident resolution, solve sophisticated problems, and support projects and improvements to meet growing customer and business needs. You will possess a high degree of organization and follow-through, and be able to communicate optimally across a variety of disciplines, teams, and levels of technical capability. You will use your program management experience to influence a large multi-functional project team to successfully deliver a significant upgrade to Apple’s ERP solution, while ensuring the current solution remains functional and available at all times. Your overlap with ongoing support responsibilities owned by the ROPS team will provide you opportunities to build your technical acuity across numerous additional systems and toolsets, applying a continuous improvement focus and efficient means of restoring impacted business services.

Description

We are seeking an outstanding support analyst with extensive SAP technical capability to lead the Retail organization through a large scale SAP upgrade effort.

RESPONSIBILITIES:

1. Define and implement Business Continuity Planning (BCP) processes to ensure our current SAP ECC environment continues to support all critical business functions while the new SAP S4/HANA environment is built in parallel.
2. Partner with IS&T to define, configure, and implement BCP process flow integrations into our ticket management system.
3. Collaborate with business and technology teams to ensure program objectives are being met, alignment occurs with all relevant parties, and that the technical solutions being implemented meet or exceed the program’s defined goals.

Minimum Qualifications

1. 4+ years of demonstrable professional experience working within a product/program/project management or production support role.
2. 4+ years hands-on SAP experience, ideally in an e-commerce or technology-focused organization.
3. Proven ability to communicate with and influence at all levels of an organization, including catering communications to audiences of varying technical comprehension.
4. BS/BA degree in a technical field or additional professional experience in a similar role.

Preferred Qualifications

1. 7+ years of professional experience in a product/program/project management or production support role supporting large-scale implementations or migrations.
2. Hands-on experience with a major ticket management system solution such as ServiceNow.
3. Relevant professional certifications such as Project Management Institute’s PMP, ScrumMaster, Six Sigma, or Information Technology Infrastructure Library (ITIL).
4. Technical and analytical problem solving experience, with a focus on implementing simple but lasting solutions.
5. Proven ability to understand and explain sophisticated business processes, systems, and tools with a keen focus on impact to upstream/downstream solutions.
6. A passion for curiosity, desire for continuous improvement, and ability to navigate through adversity.