This is a Level 2 support position that directly interacts with end users and company management.
Responsible for the day to day end user support for the Alere SAP Systems.
Diagnose, analyze and resolve issues efficiently.
Contribute to continuous improvement initiatives relating to the processes used to resolve Incidents / Change requests.
Adhere to the SLA's set by GIS for all types of support work.
Identify and design system enhancements required in response to incidents raised by the user community.
Complete the functional and configuration documentation for any solutions delivered.
Provide training to users on standard Alere processes.
Maintain SAP process related documentation in accordance with our Change Management policies and processes.
Establish a strong and effective working relationship between the Functional and Security based SAP teams as well as the Transition Management and Project teams.
Assist in the assessment, determination and documentation of customer requirements for services provided by GIS.
Abide by all GIS Policies and Procedures pertaining to security of data, the network and its applications, proper account access and management, and general Standard Operating Procedures.
Undertake any other duties reasonably requested to meet business needs.
BASIC QUALIFICATIONS | EDUCATION:
Bachelor's degree in Computer Science, or related degree, or equivalent work experience
A minimum of 3-5 years of SAP FICO support experience with configuration knowledge.
A broad understanding of SAP functionality.
A good understanding of standard business processes within the order to cash area
Experience of current SAP technology e.g. SAP ECC6
Experience of working cross-culturally and cross-functionally and ability to adapt personal style to different environments
Organizational skills to make sure the team are achieving high levels of service.
Strong analytical skills and documentation skills
Excellent customer service skills and an ability to deal effectively with customers and colleagues at all levels.
Able to learn new processes quickly, and an ability to keep knowledge and skills up to date.
Knowledgeable in using Microsoft Office (Outlook, Word, Excel, PowerPoint)
Experience of working in a team-oriented service desk / application support environment, with the ability to positively contribute to cross functional teams.
Self-motivated, team-oriented approach, able to operate effectively in a busy environment.
This position requires a high level of independent thinking and the ability to solve problems in a fast-paced environment.
Works on diverse range of support issues requiring ability to independently identify, evaluate and resolve problems.
Works independently / part of a team to produce solutions in support of customer service level agreements.
Works proactively and uses own initiative to ensure business needs are met effectively.
Ensures all solutions adhere to applicable change control requirements.
Addresses immediate service needs of all end users regardless of Business Unit affiliation.
Good time management skills, with proven ability to prioritise and organise a demanding workload, adapting to fit the changing needs of the business.
Strong customer service orientation, able to understand and meet the needs of a diverse client base in a positive and professional manner.
Self-motivated and team oriented approach, able to work well with direction and independently.
Strong problem-solving skills, with the ability to combine technical knowledge and customer support skills to successfully and repeatedly instruct people on the steps to take to solve computer problems.
Excellent interpersonal and communication skills (both written and verbal), able to relate with users, service providers, management and internal / external audit teams.
Previous experience of dealing with external Audit companies.
Lockbox and SAP EBS Electronic Banking process
VAT and Tax Reporting in SAP
Knowledge of other functional areas within the SAP environment such as MM, IM, WM, or SD will be beneficial
Experience of improving efficiency and processes within a support environment.
Project Management awareness.
A working knowledge of Service Now (ITSM).
Experience working in an ITIL environment.
Sarbanes Oxley (SOX) compliance awareness.
Computer Systems Validation (CSV) awareness.
Internal Number: ABLAUS30997700ENUSEXTERNAL
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