Application Support Team Lead
Key deliverables of the role
* Manage the support of SAP and other core line of Business Applications to the Business Units
* Provides guidance to team members regarding work procedures, technical issues, work priorities, and special requests from customers
* Determines work requirements & priorities of Applcation Support team members
* Check if there are operational issues and address or escalate when applicable, communicate with support groups for any operational issues including change in process
* Ensure faster closure of tickets through doing follow-ups with support groups and with users.
* Mentoring and training of current and new members of SAP Support team
* Proactively increase the efficiency of the day-to-day operations and report on team performance
* Maintain a strong working knowledge of all supported systems
* Serve as an escalation point for Business Units for high impact support issues.
Requirements for the role
Qualifications
* Minimum of a Bachelor's Degree in a relevant discipline (e.g. Computer Science, Business or Engineering).
* The ideal candidate will have ITIL foundation level training
Skills & experience
* Minimum of 3 years Help Desk experience in leadership/supervisory capacity.
* Enjoys working in a fast-paced, innovative environment where the focus is on continuous improvement and the challenge to make it better.
* Cross functional knowledge or experience of SAP ECC6, JDA or Business Objects
* ITIL foundation level training
* Basic knowledge of ABAP would be advantageous;
* Excellent Customer Service skills.
* Excellent verbal, written, communication skills.
* Drive and ability to see problems through to resolution
* Well-developed inter-personal and people management skills environment.
* Ability to quickly learn and understand new technology and applications.
* Has initiative, sense of responsibility and commitment to work
* Has excellent leadership skills
* Able to work in fast paced, stressful environment
* Excellent problem solving skills, from both systems and accounting perspective
Competencies
* Ability to display a high degree of professionalism in dealing with stakeholders at levels across the group.
* The energy, enthusiasm and drive to make it happen.
* A team player who has the ability to motivate others, making it fun while getting the job done.
* Enjoys working in a fast-paced, innovative environment where the focus is on continuous improvement and the challenge to make it better.
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