| Urgent Hiring || SAP Operations Manager || Remote || , , , -, TN at Remote, Remote, USA |
| Email: [email protected] |
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http://bit.ly/4ey8w48 https://jobs.nvoids.com/job_details.jsp?id=933014&uid= From: Steve, GVD SYSTEMS LLC [email protected] Reply to: [email protected] Job Title: SAP Operations Manager Location: Remote Duration: 12+ Months Job Description: Respond to and support customers regarding their technical inquiries, following instruction provided through training, ongoing management and updated guidance as needed Research, utilize available documentation and instruction to resolve, or escalate as appropriate, questions received via telephone calls, ITSM-integrated emails, and ITSM- integrated chat, providing support on the computing and collaboration environment, including the following systems, platforms, or technology Develop training workshops as needed Utilize ServiceNow ticketing system to classify, prioritize and enter details of each working interaction within required fields Participate in Team projects that enhance the quality or efficiency of SAP Support service Ensure that staffing and skill levels are maintained throughout operational hours by managing shift schedules Manage all SAP Support Consultants supporting the customer Serve as an escalation point for difficult or challenging calls Produce SAP Support statistics and management reports as required Perform briefings to SAP Support staff on changes or deployments that may affect volumes of SAP Support calls Assist SAP Support Consultants in handling first line calls when workloads are high, or where additional experience is required; and Participate in problem management activities, as directed, or requested by customer SAP Support Management Own overall responsibility for management and performance of SAP Support for the team Monitor, recommend and/or take appropriate actions relating to consultant schedule adherence, schedule forecasting based on activity volumes, time and attendance tracking Provide actionable insights through data gathering and analysis, and present findings to service leaders Long term planning and maintaining a rolling forecast and headcount requirements that meets expected occupancy and capacity/staffing plan Manage ITSM cases as needed to support SAP Work collaboratively with customer to establish SAP Support protocol and procedures, including instructions for and delivery of: Incident/request triage Level 2 transfers Incident/request coordination and priority escalation Support resolution, closure, and ownership Root cause analysis process Customer satisfaction surveys and methods Requirements: 10+ years of experience in SAP Operations Management or similar roles. Expertise in ServiceNow and ability to educate on best practices. Experience in documenting requirements, creating knowledge content, and providing training. Keywords: card trade national Tennessee http://bit.ly/4ey8w48 https://jobs.nvoids.com/job_details.jsp?id=933014&uid= |
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| 07:24 PM 13-Dec-23 |