Subject Matter Expert(Support & Ops) Job ID: 414441

Starcom; United States; Remote; USD 110,000 - 140,000; Full time

Job summary

Starcom seeks a Subject Matter Expert (Support & Ops) to manage escalations in SAP Basis and SAP HANA. You will drive high-quality operations and mentor teammates while coordinating with technical and business stakeholders to resolve incidents.

The role demands strong analytical skills for root cause and trend analysis, superb communication, and ITIL process familiarity. This is a remote US roles, with W2 employment considerations.

Qualifications

• Experience in SAP Basis and SAP HANA administration and support.
• Strong analytical skills for root cause and trend analysis.
• Excellent communication and presentation for stakeholders.
• Familiarity with ITIL frameworks and incident management.
• Ability to mentor team members in operational best practices.

Responsibilities

• Ensure timely resolution and quality compliance of escalated tickets and incidents in SAP Basis and Hana environments, adhering to SLAs and quality norms.
• Conduct mentoring, SOP preparation, and maintain documentation to enhance operational efficiency and knowledge sharing.
• Validate change order implementation plans and human error compliance; participate in capacity planning for SAP systems.
• Foster positive customer feedback through regular customer meetings to identify and address operational issues.
• Validate and present analyses such as root cause and trend analyses to key stakeholders.

Skills

SAP Basis

SAP Hana

Root Cause Analysis

Stakeholder Engagement

ITIL Incident Mgmt

Education

SAP Hana Certification

Job description

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

• 1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents In Sap Basis And Hana Environments, Adhering To Agreed Slas And Quality Norms.
• 2. Conduct Value Addition Activities, Including Mentoring Team Members, Preparing Standard Operating Procedures, And Maintaining Comprehensive Documentation To Enhance Operational Efficiency And Knowledge Sharing.
• 3. Validate Change Order Implementation Plans And Human Error Compliance, While Actively Participating In Capacity Planning For Sap Systems To Optimize Performance.
• 4. Foster Positive Customer Feedback And Satisfaction By Engaging In Regular Customer Meetings To Identify And Address Any Operational Issues.
• 5. 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

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

Other Requirements

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