POSITION SUMMARY

The Application Support - SAP Production Planning Analyst role is to provide functional support within the Supply Chain modules of the Abbott Rapid Diagnostics (ARDx) SAP systems (PP, MM, WM).

The Production Planning Analyst will be responsible for providing day to day support to the global ARDx business, working closely with other Functional team members, Development and Security analysts and Business users to resolve issues. Assisting the SAP Technical Lead, they will ensure an appropriate response level in resolving SAP production environment issues and where appropriate will promote change requests to the production environment whilst adhering to the ARDx Development standards.

The position requires ability to work a flexible shift, which may include evenings and potentially some weekends, with an on-call requirement for escalated high priority issues.

In order to effectively support the ARDx businesses, this position will require fluidity in English.

PRINCIPAL RESPONSIBLITIES

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 ARDx SAP Systems.

• Diagnosing, analyzing and resolving issues efficiently.

• Identifying and designing system enhancements required in response to incidents raised by the user community.

• Delivering such changes through the ARDx SAP System landscape.

• Completing functional and configuration documentation for any solutions delivered.

• Providing training to users on standard ARDx processes.

• Maintaining SAP process related documentation in accordance with our Change Management policies and processes.

• Contributing to our continuous improvement initiatives relating to the processes we use to resolve Incidents / Change requests.

• Establishing a strong and effective working relationship between the Functional and Security based SAP teams as well as the Transition Management and Project teams.

• Assisting in the assessment, determination and documentation of customer requirements for services provided by ARDX.

• Abiding by all ARDX Policies and Procedures pertaining to security of data, the network and its applications, proper account access and management, and general Standard Operating Procedures.

• Undertaking any other duties reasonably requested to meet business needs.

PROBLEM SOLVING, DECISION MAKING & ACCOUNTABILITY

• 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.

KEY SKILLS

• Good time management skills, with proven ability to prioritize 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.

EDUCATION/EXPERIENCE

Essential

• A minimum of 5 years of SAP PP support experience with configuration knowledge, and custom enhancement defect resolution.

• Working knowledge and exposure to SAP WM and QM is a plus.

• A broad understanding of SAP functionality.

• A good understanding of standard business processes within the supply chain 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

• 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.

Desirable

• Previous experience of dealing with external Audit companies.

• Knowledge of other functional areas within the SAP environment such as SD and FI will be beneficial.

• Working knowledge with IDOCs.

• Working knowledge of using LSMW data load tool.

• Experience of improving efficiency and processes within a support environment.

• Project Management experience.

• A working knowledge of Service Now (ITSM).

• Experience working in an ITIL environment.

• Sarbanes Oxley (SOX) compliance knowledge.

• Computer Systems Validation (CSV) awareness.

• Working within a validated SAP environment.