Sap Coe Technician

Member of the SAP Center of Excellence (COE) that provides SAP support to users
Initial point of contact for SAP-related support from the perspective of users
Primary user within the SAP COE of the help desk system – Manage Engine’s Service Desk
Manages Service Desk for the SAP COE from the perspective of data entry and maintenance associated with users, software assets, services inventory, templates and other functionality
In charge of providing maintenance and support to the SAP user security structure, including the definition of roles and accesses for all users
In charge of providing maintenance to the assigned master data files, which include the Client, Suppliers, Item and Chart of accounts master files
In charge of validating changes to company-specific master files that may include bill of materials, fixed assets, maintenance equipment, work centers & routings
Electronically archiving all forms used for security setup and master data maintenance
Provide first level of support (analysis and consultation) on SAP-related issues associated with SAP. This includes diagnosing issues, testing solutions, identifying best practice deficiencies, and consulting with clients on workarounds and best practices.
Serves as liaison between users and Tier 2 and Tier 3 resources, whether internal or external
Serves as liaison with the EFI Shared IT Services Center for infrastructure issues
Responsible for continuously measuring & reporting agreed service levels for incidents
Respond to IT problem calls on site or over the phone for users. If no solution is achieved, the resource in First Level of Support refers the incident to Second Level support.

ERP Systems — Knowledge of ERP systems (preferably SAP). Knowledge of basic operational processes associated with business and how they are modeled in an ERP.
Basic knowledge of master data and security (could be acquired through training).
Customer Service — Knowledge of principles and processes for providing genuine care for customers to offer services, answer questions and ensure customer satisfaction.
English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.