Role: L2 SAP MM Analyst

This role provides functional support for the Materials Management (MM) module in the Alere SAP systems. The Analyst handles day-to-day issue resolution for the global Alere business, working closely with team members and business users. They support the SAP Team Lead in ensuring timely resolution of production issues and in promoting change requests to the production environment.

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

Key Qualifications

• SAP & Technical Expertise o Minimum 5 years of SAP MM support experience, including configuration knowledge.
• Broad understanding of SAP functionality and business processes, particularly in the order to-cash area. o Experience with SAP ECC6 and related technologies.
• Familiarity with other SAP modules such as IM, WM, or FI (beneficial).
• Experience in improving efficiency and processes within a support environment. o Knowledge of Sarbanes-Oxley (SOX) compliance and Computer Systems Validation (CSV).
• Awareness of project management principles and ITIL framework.
• Experience with ServiceNow (ITSM) and dealing with external audit companies.
• Strong analytical and documentation skills.
• Ability to independently identify, evaluate, and resolve diverse support issues.
• Combines technical knowledge with customer support skills to deliver effective solutions.
• Ensures all solutions follow appropriate change control processes.
• Excellent interpersonal and communication skills (written and verbal), able to work effectively with users, management, service providers, and auditors.
• Strong customer service orientation with the ability to address the needs of a diverse, global user base.
• Able to explain technical solutions clearly to non-technical users.
• Experience working in a team-oriented service desk or application support environment.
• Works effectively both independently and as part of a team.
• Proactive, self-motivated, and able to use initiative to meet business needs.
• Flexible in adapting communication and working style to different cultures and functions.
• Strong organizational and time management skills; able to prioritize and manage a demanding workload in a fast-paced, changing environment.
• Ensures timely resolution of support issues while meeting service level agreements (SLAs).
• Quick to learn new processes and committed to maintaining up-to-date knowledge and skills.
• Adapts well to new technologies, processes, and environments.
• Proficient in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
• Familiar with ITSM tools like ServiceNow.
  
  

Key Responsibilities

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 Alere SAP Systems.
• Diagnose, analyze and resolve issues efficiently.
• Contribute to continuous improvement initiatives relating to the processes used to resolve Incidents / Change requests.
• Adhere to the SLA’s set by GIS for all types of support work.
• Identify and design system enhancements required in response to incidents raised by the user community.
• Complete the functional and configuration documentation for any solutions delivered.
• Provide training to users on standard Alere processes.
• Maintain SAP process related documentation in accordance with our Change Management policies and processes.
• Establish a strong and effective working relationship between the Functional and Security based SAP teams as well as the Transition Management and Project teams.
• Assist in the assessment, determination and documentation of customer requirements for services provided by GIS.
• Abide by all GIS Policies and Procedures pertaining to security of data, the network and its applications, proper account access and management, and general Standard Operating Procedures.
• Undertake any other duties reasonably requested to meet business needs.