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SAP Support Analyst

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The SAP Support Analyst will provide consistent high-quality customer service and functional/technical support for Baker McKenzie's financial application. Also responsible for resolving issues promptly, and escalating to support groups when necessary.

Responsibilities:Provide initial assessment and troubleshooting of inbound issuesApply knowledge and understanding of B&M IT Landscape to effectively triage or resolve technical and functional incidents reported by SAP end-user and super-usersRecord, track and monitor incidents and service requests following the defined Incident Management Process. Provide an accurate record of each incident description and resolutionEscalate incidents to the appropriate second-level support team and coordinate support for unresolved technical issues, following defined escalation proceduresManage resolution of issues efficiently and professionally. Monitors ongoing jobs and ensures immediate resolution of the reported problemLiaise between end-user community and technical teams towards resolution of the reported problemProvide on-time status and communication to end-users regarding outstanding and resolved incidentsProactively increase the efficiency of the day-to-day operations by suggesting improvements regarding tools and processesMaintain strong working knowledge of supported systems and continually strives to enhance knowledge through ongoing training, reading, and participating in projects and improvement initiativesCommunicate to management on high-impact technical issuesFollow SAP Help Desk procedures, policies and processes diligently and accuratelyProvide back-up support for other team members, as requiredAny other project or tasks assigned by managementSkills and Experience:Some support experience for SAP in any of the following modules: Financial Accounting and Controlling, Sales and Distribution, Materials Management, Business Intelligence, or Project SystemsSome proven experience with incident management toolsGood process methodology experienceExcellent verbal and written communication skills; Must be able to speak and write fluent English with advanced grammar and composition skillsExcellent Customer Service skillsThoroughness in terms of following defined processes diligently and accuratelyDrive and ability to see problems through to resolutionWell-developed interpersonal skills and ability to work in a team environmentAbility to quickly learn and understand new technology and applicationsHas initiative, sense of responsibility, and commitment to workWilling to work overtime as necessaryWilling to work on shifting scheduleAble to work in fast paced, stressful environmentExcellent problem-solving, and decision-making skills and keen attention to detailAccounting background or knowledge of financial applications is an advantage but not required