SAP PS and Omega PIMS Support Analyst

Location: Johannesburg, Gauteng, South Africa

Join a company that is passionately committed to the pursuit of a better world through positive change. With more than 65 years of business and technical expertise in mining, energy, and infrastructure, our 10,000 colleagues in 150 countries tirelessly work toward bettering the industries in which we operate. With practical solutions that are safe, innovative, and sustainable, we think globally while acting locally. Are you looking for an opportunity to join a diverse group of professionals who are committed to remaining exceptional? We look forward to hearing from you.

Looking to take the next step in your career? Hatch is currently seeking a highly motivated SAP PM and SAP TF Technical Support Analyst to join the Digital group in Johannesburg, SA.

Digital solutions have become a key component of the strategic direction and vision of today’s modern organizations. Hatch is at the forefront of successfully implementing emerging digital services into our clients’ projects and operations that can unlock a step change in their performance.

Join our diverse team and award-winning culture and be part of our clients’ digital transformation journey by working to define the best methods and making sure they are supported by the right technology and an enabled workforce. This journey will lead to improved project outcomes, being able to leverage the digital twin, systems integration and interoperability, support for decision-making, autonomous execution, and integrated operations and performance centers.

Summary
The SAP Project Systems and PIMS Project Management Support Analyst (in short, the Support Analyst) supports the Hatch iPas PM application. iPas PM is built on the SAP PS (Project Systems), CPM (Commercial Project Management), and Timesheets modules, as well as other non-SAP modules. In the future, this will include the Omega 360 PIMS module.

The Support Analyst will play an important role in user support, with the responsibility to assist users, troubleshoot, and ensure that users can manage their prime contracts efficiently. They are responsible for problem ownership and resolution, combined with superior customer satisfaction and service level attainment for any support requests for iPas PM.

The Support Analyst interacts directly with end users to help them troubleshoot and resolve technical problems with iPas PM. They assume full ownership of the support request, ensuring it is resolved in a timely manner, or escalated appropriately to other support analysts, IT, the Functional team, or Functional Support for review and input.

The Support Analyst will support users on every continent and must be flexible with working hours, as they will frequently overlap North American or Australian time zones.

Responsibilities

• Manage, support, co-ordinate and resolve issues relating to iPas PM and iPas TF
• Provide first level support by identifying and resolving system problems and assisting end users in the use of iPas PM for prime contract management and iPas TF for Time
• Responsible for problem management activities such as issue resolution and root cause analysis
• Work on and close out tickets in the Hatch Zendesk System, while adhering to SLA’s, standards, and processes for systems at Hatch
• Manage your assigned ticket queue, and escalate any issues as required
• Identify and document proactive solutions for recurring issues
• Monitor integrations with external systems
• Assist with system testing of enhancements and fixes
• Assist with creation of user and support documentation
• Maintain current knowledge of relevant technologies as assigned

Qualifications
Skills, Education and Experience

• BA or BS degree in Business or Business and Computer Science / Information Systems or equivalent experience in Business and Project Management / Project Cost Control applications
• 3 years of hands-on experience using or supporting a Project Management / Project Cost Control application
• Understanding of concepts surrounding project cost control
• Experience in ticket / issue resolution and best practice approaches to user support
• Excellent problem-solving/analytical skills
• Strong written and verbal communication skills, excellent interpersonal skills, and customer focus
• Results-oriented, self-starter, capable of working independently and within a team environment to meet deadlines
• Flexible and able to adapt to changing circumstances or requirements
• Demonstrated ability to learn new concepts

Nice to Have

• Experience with the SAP PS (Project Systems) module
• Experience with Omega 360 PIMS
• Understand EPCM / Professional Services project-related business processes
• Collaborate on exciting projects to develop innovative solutions

Don't meet every single requirement? You don't need to. At Hatch, we are building a diverse, inclusive workplace that fosters innovation. If you're interested in this role, we encourage you to apply even if your past experiences don't perfectly align with the skills we've listed.

We're committed to fostering a workforce that reflects the diversity of the communities in which we operate and serve. Hatch is an Equal Opportunity Employer that considers applicants without regard to age, race, color, national origin, citizenship, religion, creed, gender, sexual orientation, marital status, disability, veteran, or any other protected status. If you have any accommodation requirements, please let us know. We'll do our best to meet your needs in accordance with applicable local legislation.

About the company

Hatch supplies engineering, project and construction, business consulting, and operational services to the mining, metallurgical, energy, and infrastructure industries.