SAP OMS/FMS Support Analyst
Interpublic Group - New York, NY

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Handling advanced customer support issues across the SAP landscape both functional/technical in nature
  • Diagnose problems, determine appropriate corrective action & bring issues to resolution
  • Coordinate with internal teams the follow-up and update of the escalated calls.
  • Support the vision and direction of the respective business user community by providing business and some technical support in the implementation, integration and operations of the SAP user community.
  • Provide first-class customer service to help meet key company performance indicators to minimize the customer’s productivity loss

  • Responsibilities:
    • Ensuring that call management and prioritization procedures are adhered to
    • Resolve incidents across the SAP platform & escalate when appropriate
    • Ensuring SLA’s are met
    • Lead by example
    • Manage & support sub-projects
    • Report/Escalate main issues and trends to the SAP Client Services Manager
    • Seek continuous knowledge growth focused on building end-to-end process expertise (Order to Cash, Procure to Pay, Record to Report & SAP BI)

    Qualifications:
    • Bachelor of Science in Information Technology or Computer Science Preferred
    • Minimum 1 years experience in 2 nd Level SAP Support
    • Extensive application troubleshooting experience
    • Good overall understanding of SAP functionality/technology in any or all of the following areas: Order to Cash, Procure to Pay, Record to Report, SAP BI & SAP Authorizations (FI/CO, MM, SD, PS integration points)
    • Configuration experience a plus
    • Experience with Remedy or Other Helpdesk Management tool
    • Project management knowledge
    • Excellent analytical, technical & diagnostic skills
    • ITIL
    • Flexible and multitasking
    • Prior experience in operational activities
    • Efficiently communicate both verbally and in written form
    • Good interpersonal skills & customer service skills
    • Be able to coordinate with other teams throughout the global organization
    • Ability to adapt quickly to changing business priorities
    • High attention to detail
    • Ability to work independently
    • Demonstrated ability to exercise initiative, independent judgment & be a self-starter.
    • Strong desire to work in a collaborative environment
    • Ability to travel when required during deployments & projects

    Information Security Responsibilities:

    SAP