Key Responsibilities

• Provide second level SAP or application support to IT staff and business users.
• Perform second level support.
• Investigate and resolve incidents/problems escalated to the team.
• Facilitating system process change in line with business process change
• Maintain and challenge business process to achieve best practice
• Create and solve problem management tickets to manage repeating incidents and ensure implementation of solutions to fix the root cause.
• Work closely with other technical teams and solutions delivery teams to resolve support issues.
• Ensure compliance and adherence to company-wide Standards, Policies and Procedures.
• Ensure project activities transition to production effectively and in a timely manner.
• Escalate high priority incidents in line with the IT escalation framework.
• Ensure adequate technical documentation exists for developed programs.
• Ensure the installation and setup procedures, and user instructions are documented in a clear and concise manner and appropriate manuals are updated accordingly.
• Contribute to the ongoing improvement of development and technical standards.
• Ensure that the information assets of the business are secure
• Ensure software release documentation is clearly documented.
• Ensure software is migrated in a timely manner.
• Ensure all pilot refreshes are setup correctly and delivered to the business as required.
• Ensure that changes are requested through Request For Change process
• Provide a functional specification of Application Enhancement Request
• Complete the design work needed to deploy processes/data standards and system
• Complete the Testing and User Acceptance Test
• Follow BPT Project management methodologyIdentify area for improvement, develop improvement program and monitor the implementation to increase process efficiency, cost effectiveness, or increase productivity.
• Proactively search for new technology and ideas to improve provision of Solutions Services
• Cost and budget management: manage cost and drive efficiencies

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