Hikma Pharmaceuticals USA Inc.

  • SAP Change Analyst

    Job Location US-OH-Columbus
    Posted Date 2 weeks ago(2 weeks ago)
    Job ID
    2018-4783
    Job Function
    Information Technology
    Shift
    1st
  • Overview

    Hikma is looking for a SAP Service Analyst in Columbus, Ohio.  Candidates should have experience supporting SAP tickets and hands-on experience with SAP Solution Manager ChaRM and IT Service Management functions.

    The SAP Service Analyst supports the SAP Application and change control process. The analyst works collaboratively to deliver exceptional operational change control, assists in implementing and monitoring policies, procedures, and controls related to SAP systems. They follow all change control procedures, work instructions and standard operating procedures in support of existing functionality, requested changes and the deployment of new functionality.

    Responsibilities

    Responsibilities:

    • Analyze and report on the SAP COE performance and adopt corrective actions to meet or exceed service levels across the team.
    • Performs all daily activities to support the SAP Change Control process, including activities in SAP ChaRM.
    • Participates in SAP Application scheduled releases with an emphasis on changes to and from all SAP application systems.
    • Supports SAP team members during deployment planning.
    • Develop and maintain metrics on ticket resolution, trends, and individual team member’s performance.
    • Monitor trends in SAP tickets and coordinate the development of new knowledge base content to assist in the eliminations of systemic customer issues.
    • Ensure continuous improvements in ticket handling, quality, customer service, and resolution rate.
    • Develops standard operating processes and procedures, which align with ITIL best practices.
    • Route Incidents and requests to respective resolution teams as required.
    • Inform user of ticket status / resolution and confirm resolution prior to closing ticket.
    • Ensure proper escalation management.
    • Maintain information about problems / Incidents, and the appropriate work-arounds and resolutions.
    • Monitor and analyze recurring Incidents, and to identify root causes.
    • Ensure that service quality and availability are maintained according to Service Level Agreements.

    Essential Skills

    • Experience with SAP ChaRM or IT Service Management in SAP Solution Manager 7.2
    • Must have the ability to work independently and exhibit a strong sense of urgency
    • Excellent interpersonal and communication skills.
    • Proven SAP knowledge, understanding & experience is required.

    Desirable Skills

    • ITIL accreditation or equivalent.
    • Knowledge of GXP environment, policies and procedures.
    • Knowledge of SAP Solution Manager Solution Documentation.

    SAP Change Management:

    • Serves as the Single Point of Contact for all SAP changes and release schedule.
    • Participates in the weekly Design Authority and Change Board meetings.
    • Perform daily activities to support SAP Change Control processes, including activities in ChaRM.
    • Facilitates post-release evaluation meetings to discuss issues and identify improvement opportunities after major releases.
    • Ensures all SAP changes are deployed according to the release plan and in compliance with quality and validation procedures.
    • Coordinates delivery of developed changes for all SAP Applications.

    SAP Ticket Management:

    • Route Incidents and requests to respective resolution teams as required.
    • Inform user of ticket status / resolution. Ask for resolution verification before closing ticket.
    • Ensure proper escalation management.
    • Maintain information about problems / Incidents, and the appropriate work-arounds and resolutions.
    • Monitor and analyze recurring Incidents, and to identify root causes.
    • Ensure that service quality and availability are maintained according to Service Level Agreements.

    Other duties as assigned.

    Qualifications

    • Bachelor degree preferably in information technology/services or other technical field. Any combination of experience in IT project management, vendor management, SAP and/or other IT-related work will be considered In lieu of degree.
    • 5+ Years of IT service management (preferably SAP) experience required.
    • Understanding of  SAP ECC and S4/Hana.
    • Experience in Life Sciences or similar regulated industry.
    • Strong time management and organizational skills; ability to effectively communicate, analyze, and problem solve.
    • Strong understanding and experience of ITIL-based service management practices.

    WWMED

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