First level support SAP Consultant FICO/AV/ECCS
Mercedes Benz
San Sebastian De Los Reyes, Madrid, Spain
hace 6 días

Description

Purpose Primary point of contact for user questions and for the reporting of incidents in the SAP and ensures a smooth incident and service request processing : SAP ERP (FI / CO and MM / SD, CO-

PA, ECCS, EBP, Workflows)CoFiCo 1st Level Support is accountable for :

Incident Management :

  • Single point of contact of users for incidents
  • Record and categorize incidents with qualified information in Corporate IT Service Management Tool (CISM)
  • Complete with qualified information incidents recorded by the users
  • Perform incident initial diagnosis, if possible apply immediate solution and solve it
  • If no immediate solution found, assign the incident ticket to the corresponding 2nd Level Support
  • Monitor incident, push incident solution and keep inform the user
  • Verify solution if needed with the user
  • Close incident
  • Creation and analysis of incident reports, identification of weaknesses and initiation of improvement measures
  • Access Management :

  • Activities required for the creation / modification / deletion of users.
  • Service Request Fulfillment :

  • Record and categorize service requests with qualified information in Corporate IT Service Management Tool (CISM)
  • Prioritizing of service requests
  • Fulfill service request according work instructions and forward service request to responsible unit
  • Inform requester about request fulfillment
  • Closing service request
  • Qualifications

    Requirements and experiences At least 5 years of working experience in SAP FICO / AV / ECCS and other SAP modules within CoFiCo.

    Knowledge :

  • Integration processes SAP ERP (FI / CO and MM / SD, CO-PA, ECCS, Workflows, FIORI)
  • Practical experience in service management tools (e.g. CISM)
  • IT processes background (e.g. incident management process flow)
  • Skills :

  • Strong consulting and analytical skills, including stakeholders handling and communication skills, problem solving and customer orientation (ability to meet customer demands without bringing the company into disadvantage)
  • Reliable, Organized and disciplined
  • Other desirable skills :

  • Intercultural working environment experience
  • Motivation and challenging spirit
  • Ability to work under pressure
  • Proactive nature and flexibility to possible changes
  • Additional Knowledge :

  • IT Service Management (ITIL foundation)
  • PM Methodologies based on Project Management Institute (PMI)
  • CMMI-SVC process standardization
  • Good knowledge and experience in MS Office
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