SAP EWM Support Solution Analyst and SAP EWM Support Functional Consultant

SAP EWM Support Solution Analyst and SAP EWM Support Functional Consultant

We are seeking SAP EWM support team members to join our existing support team, providing support for a large retail company’s warehouse operation based in Auckland, New Zealand.

We are looking for both a Solution Analyst and an SAP Functional Consultant with strong troubleshooting and analytical skillset, excellent communication, responsiveness and a strong commitment to SLAs.

Support Solution Analyst (preferred SAP / EWM)

Criteria

With minimum 2-3 years’ experience working within a support environment (e.g. support desk) and the ability to manage Level 1 & 2 support incidents. The analyst will focus on managing tickets in coordination with the existing customer helpdesk, completing some initial troubleshooting and triage and handing over to the EWM support consultant issues which cannot be resolved at Level 1 or 2. This position will require some on-call / after-hours support and the use of a customer-provided IT service management tool.

Key Responsibilities

• Provide Level 1 & 2 SAP EWM support, analyzing, triaging, troubleshooting, and resolving issues in line with agreed SLAs and in coordination with the customer helpdesk and / or other customer IT support teams.
• Perform root cause analysis and recommend preventive actions to reduce incident recurrence and therefore drive overall incident number down over time.
• Collaborate with business stakeholders, onshore and offshore teams to facilitate the management and resolution of issues.
• Manage tickets, incidents, problems, and change requests through the customer’s IT Service Management (ITSM) tool (e.g., ServiceNow).
• Participate in on-call / after-hours support rotation to ensure business continuity.
• Report back to EW Support manager based in the ANZ region who will have overall responsibility for the support engagement and any escalation / critical communication to the customer.

Required Skills & Experience

Must have :

Recommended :

Suitable Profile

SAP EWM Functional Consultant

Criteria

With minimum 3-5 years’ experience working with SAP warehouse functionality (ideally SAP EWM but WMS will be also considered) and the ability to manage level 2 & 3 support incidents to resolution. The consultant will focus on troubleshooting and root-cause analysis, performing some level of configuration changes, and engaging in small to large sized enhancements as part of a managed backlog. This position will require some on-call / after-hours support and the use of a customer-provided IT service management tool.

Key Responsibilities

Required Skills & Experience

Must have :

Recommended :

Suitable Profile

Seniority level

Employment type

Job function

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