Subject Matter Expert(Support & Ops)

Starcom Consultant; United States; Remote; USD 90.000 - 120.000; Vollzeit

Zusammenfassung

Starcom Consultant is seeking a Subject Matter Expert (Support & Ops) to ensure timely resolution of escalations and incidents in SAP BASIS and HANA environments. The role emphasizes high operational standards, customer satisfaction, and effective communication between technical teams and business stakeholders.

Remote role with a focus on mentoring, SOP development, and capacity planning to optimize SAP system performance and execution of change orders.

Qualifikationen

• In-Depth proficiency in SAP Basis and SAP HANA administration and support.
• Strong analytical skills for root cause and trend analysis.
• Excellent communication and presentation skills for stakeholder engagement.
• Familiarity with ITIL frameworks and incident management processes.
• Ability to mentor and guide team members in operational best practices.

Aufgaben

• Ensure timely resolution and quality compliance of escalated tickets and incidents in SAP Basis and SAP HANA environments, adhering to SLAs and quality norms.
• Conduct value-adding activities, including mentoring team members, preparing standard operating procedures, and maintaining comprehensive documentation.
• Validate change order implementation plans and human error compliance, while participating in capacity planning for SAP systems to optimize performance.
• Foster positive customer feedback by engaging in regular customer meetings to identify and address operational issues.
• Validate and present analyses such as root cause and trend analyses to key business stakeholders to support decision-making.

Kenntnisse

SAP Basis

SAP HANA Administration

Root cause analysis

Communication skills

Mentoring

Jobbeschreibung

Job Summary
The Subject Matter Expert (Support & Ops) plays a crucial role in ensuring the timely resolution of escalations and incidents within the SAP BASIS and HANA environments. This position is pivotal in maintaining high-quality standards in operations, driving customer satisfaction, and enabling effective communication between technical teams and business stakeholders.

Note: Only W2 candidate
Remote role
Job Summary
The Subject Matter Expert (Support & Ops) plays a crucial role in ensuring the timely resolution of escalations and incidents within the SAP BASIS and HANA environments. This position is pivotal in maintaining high-quality standards in operations, driving customer satisfaction, and enabling effective communication between technical teams and business stakeholders.
Key Responsibilities

• Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents In Sap Basis And Hana Environments, Adhering To Agreed Slas And Quality Norms.
• Conduct Value Addition Activities, Including Mentoring Team Members, Preparing Standard Operating Procedures, And Maintaining Comprehensive Documentation To Enhance Operational Efficiency And Knowledge Sharing.
• Validate Change Order Implementation Plans And Human Error Compliance, While Actively Participating In Capacity Planning For Sap Systems To Optimize Performance.
• Foster Positive Customer Feedback And Satisfaction By Engaging In Regular Customer Meetings To Identify And Address Any Operational Issues.
• Validate And Present Analyses Such As Root Cause Analysis And Trend Analysis To Key Business Stakeholders, Facilitating Informed Decision-Making And Performance Improvement.
  

Skill Requirements

• In-Depth Proficiency In Sap Basis And Sap Hana Administration And Support.
• Strong Analytical Skills With The Ability To Perform Root Cause And Trend Analysis.
• Excellent Communication And Presentation Skills For Effective Stakeholder Engagement.
• Familiarity With Itil Frameworks And Incident Management Processes.
• Ability To Mentor And Guide Team Members In Operational Best Practices.
  

Other Requirements

• Sap Certified Technology Associate (Sap Hana) Optional But Valuable.
• Itil Foundation Certification Optional But Valuable
  

Skills: sap hana,sap basis,client facing,rise