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SAP Support Lead in Houston, TX at Search Services

Date Posted: 2/26/2019

Job Snapshot

Job Description

Position Summary:

Reporting to the IT Director, the SAP Support Lead supports the Houston office in the areas of SAP support, design, implementation, and operational excellence. The SAP Support Lead will ensure that services delivered are effective and efficient in meeting business requirements and acts as a liaison to other IT functions.  The main applications supported by the SAP Support Lead include: SAP, Documentum.  It is a requirement for this role to have technical and hands-on knowledge of SAP and provide solution architect services ensuring maximum utilization of the SAP ERP system. 

The SAP Support Lead will provide leadership in systems development and ongoing operational support, ensuring the systems are fully utilized and aligned to support business requirements. This role is expected to grow internal support processes within IT department and responsible for the definition and monitoring of services provided by Houston based IT team, driving continuous improvement under a collaborative and customer focused team culture.

Key Responsibilities:

The SAP Support Lead is responsible for working with the business, prioritizing requests, and helping the business achieve their objectives while complying with IT Best Practices. 

Additional Responsibilities include:

  • Collaborate with subject matter experts, Business Functional Leads, and super users for practical application SAP System.
  • Build effective relationships with business, Group IT and other shared Services group and ensure SAP services deliver expected value to external and internal customers, and any enhancements are delivered on-time, on-scope, and within budget

  • Ensures teams adhere to defined Group IT Service Management processes and procedures including service transition processes, service enhancement design, sizing, build and transition to support
  • Develops effective measures to assess service value. Establishes clearly defined objectives for each measure and continually evaluate progress against stated objectives
  • Create annual plan of required service changes (upgrades, refreshes, patches) and follow defined processes to prioritize, define and schedule and support delivery of work.
  • Lead Business User Group discussions following a regular cadence
  • Acts as point of escalation for issues regarding performance or competing priorities in SAP system
  • Actively solves resource or technical challenges to ensure enhancement timelines and budgets are achieved
  • Supports and actively participates in the development of SAP service roadmaps aligned with corporate strategies
  • Translate business requirements into solution designs and build and implement systems and technical solutions.

  • Drive continuous improvements and SAP best practices in support of the company vision and roadmap. 
  • Collaborate with business users to gain a deep understanding of their business processes and requirements.
  • Design, develop, and test system solutions to address business requirements, in alignment with the IT Strategy
  • Collaborate with other IT teams to ensure solution designs are well integrated and aligned to the overall enterprise architecture
  • Develop functional specifications for custom developments, and collaborate with the development team to get those built and tested
  • Provide support to end users for issue resolution, user acceptance testing, and occasionally training.
  • Able to manage external vendors and partners to deliver per agreed upon service levels
  • Able to implement Change Management and Patch Management across enterprise applications.

Basic Qualifications & Required Skills:

  • Demonstrated experience setting up new SAP support organizations, aligned to support a maturing business organization new to working on Global ERP platforms
  • Must have hands on knowledge in Implementation, Customization and Configuration in either Finance to Manage, Procure to Pay, Order to Cash or Project Control
  • Demonstrated experience setting up new SAP support organizations, aligned to support a maturing business organization new to working on Global ERP platforms
  • Bachelor’s Degree in business or IT with at least 10 years of experience in managing SAP systems (SAP certification preferred)
  • Strong experience with SAP project management including prior experience in managing integration projects involving SAP with 2 or more systems
  • Demonstrated proficient knowledge and practical use of SDLC, Application Portfolio Management, Software Engineering, standard IT Processes and methodologies such as ITIL, COBIT, PMP/Prince2, etc…
  • Experience in supporting a global and multi-cultural organization
  • Demonstrated Project management experience and best practices providing oversight for multiple, concurrent IT projects
  • Established experience in working in a matrix reporting structure
  • Ability to think strategically and at the same time execute operationally with hands-on leadership style with measurable metrics when the circumstances desire
  • Establish standard coding practices, standard development lifecycle, and proper promotion of code to production through QA environments.
  • Sets targets and ensures that service performance is monitored and maintained as defined within the agreed service level agreements, service level parameters or contracts. Ensures that detailed metrics and records are kept, and that appropriate action is initiated to maintain service levels. Identifies and implements new service performance metrics.
  • Ability to identify, clarify and resolve project issues and risks as needed.
  • Good analytical problem solving and fact-finding skills.
  • Strong relationship building skills, internally within IT and with business users.
  • Capability to lead or execute complex assignments and projects independently.

Critical Competencies for Success
 

  • Leadership Skills: Demonstrated business acumen, analytical and teamwork skills. Builds capacity of individuals and teams through effective employee development, communication and supervision efforts. The successful candidate will be someone with the ability to promote teamwork and collaboration between Houston based Application team, Business Functional Leads, and Group IT.
  • Results Driven: Ability to meet organizational goals and user expectations. Inherent ability to make decisions that produce high-quality results by applying technical knowledge, analyzing problems, and calculating risks.
  • Planning and Organizing: Effective at planning and managing own workload and ability to split time between reactive tasks and planned project work
  • Customer Focus (internal): Able to anticipate and understand customer expectations, and ensure that customer requirements are met and expectations appropriately managed. Able to build solid relationships with team members and internal customers.
  • Collaboration & Relationships: Ability to build collaboration internally under a complex global organization and with service and technology partners to achieve common goals. Able to develop effective relationships with IT staff and external vendors
  • Communications: Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts.
  • Dealing with Ambiguity: Ability to work through issue when clear instructions are not provided.
  • Analytical: Must be analytical and detail oriented yet, able to conceptualize end-state solutions
  • Multi-task: Must be able to manage and support multiple projects simultaneously

Local and Group Interactions

  • Peer level: Regular interactions and collaboration with IT Leadership globally (Tokyo, Houston, Rio, Honk Kong)
  • Business Teams: Primarily working closely with the Business team in Houston, however there is expected to be some limited interaction with business teams in other locations when necessary to address global changes
  • Technology Teams: Participate as part of global IT leadership team under the IT Director, Global IT Application Manager and CIO. 
  • Leadership Teams: Reporting to IT Director.