The Senior Support Analyst in an SAP Shared Service Center plays a critical role in ensuring the reliability and effectiveness of SAP systems, contributing to the overall success of business operations.

Job details:

• Permanent
• Full-time
• Work location: Lodz /  Poland
• Hybrid work preferred
• Senior/Expert level

Scope:

• Problem Resolution: Analyzing and resolving issues related to SAP applications, SAP modules, and integrated systems. This may involve troubleshooting technical problems, identifying root causes, and implementing effective solutions.
• Technical Expertise: Serving as a subject matter expert in specific SAP modules or components. This includes modules - Financial Accounting and Controlling.
• User Support: Providing support to end-users by addressing their SAP-related queries, issues, and concerns. This may involve communicating with users to understand their requirements and providing guidance on the effective use of SAP functionalities.
• Configuration and Customization: Collaborating with SAP developers and system administrators to perform configuration changes and customizations based on business requirements. Ensuring that SAP systems are aligned with organizational needs.
• Documentation: Maintaining detailed documentation of SAP configurations, customizations, and support processes. This documentation serves as a reference for future troubleshooting and system enhancements. 
• Continuous Improvement: Participating in continuous improvement initiatives by identifying opportunities to enhance SAP system performance, streamline processes, and optimize configurations.
• Training and Knowledge Transfer: Conduct training sessions for end-users or other support team members to enhance their understanding of SAP functionalities and best practices. Participating in the handover sessions conducted by the project delivery team.
• Incident Management: Managing and prioritizing incidents and service requests within agreed-upon service level agreements (SLAs). Keeping stakeholders informed about the status of ongoing issues and resolutions. Following ITIL best practices. 
• Problem Management: Identifying, analyzing, and resolving recurring issues within the SAP landscape. Problem Management aims to prevent the recurrence of incidents and minimize the impact of problems on business operations.
• Change Management: Following existing processes in the change management practice.

Skills:

• Bachelor/Master's Degree in Information Technology
• Proven track record (5 years) in application maintenance and support, specifically within Controlling and financial Accounting.
• Relevant certifications in areas such as IT Service Management (ITSM), specific applications, or platforms may be advantageous. 
• Experience in working with SAP R/3 system.
• Experience in ABAP custom tools (debugging skills) would be an advantage.
• Experience with Tagetik would be an advantage.
• Comprehensive knowledge of processes including general controlling, cost center controlling, internal orders, and product cost controlling, financial accounting, to effectively support related applications.
• Strong analytical and problem-solving skills to diagnose and resolve complex issues efficiently
• Ability to perform root cause analysis and implement effective solutions.
• Ability to convey technical information to non-technical stakeholders.
• English - Fluent
• Focus on providing exceptional customer service to end-users.
• Ability to manage and prioritize support requests on time.
• Ability to collaborate with other IT teams, developers, and vendors to resolve issues and improve application performance.
• Strong documentation skills for maintaining records of issues, solutions, and support processes.

Benefits:

• Employment contract
• Annual bonus based on your work results.
• Lunch card to be used for groceries and restaurants.
• Private medical care in Lux Med (basic package fully financed by the company).
• Fit Profit sports card co-financed by the company.
• PPE: we care about your future, and we save money for your retirement.
• Cafeteria Program as a part of Social Fund.
• Group life insurance.
• Hybrid working model: min. 8 days in the office a month.
• As part of our work-life balance culture, we can start work between 7 am and 10 am.
• Free consultation with a lawyer once a quarter.
• You can join one of our theme clubs, where together with other employees we develop our passions and interests.
• Daily delivery of fresh fruits and veggies to the office.
• You can purchase our products with a special discount.
• Relax zone in the office and plenty of options to choose from: PlayStation 5, football table, pool table, Ping-Pong, library, table games, and massage chairs.
• Sport @work? Sure! We have treadmills and indoor exercise bikes with a laptop station.
• We have integration budgets we can use for team events.
• Event Team: you can join them and have a real influence on social life in the company and CSR activities.