Key Areas of Accountability / Responsibility

1. Help user resolve access and log-in issue. This includes:

a. assist end users to raise access requests/incidents.

b. help users or authorization team find the role which the user needs.

c. reset password when user requests.

2. Resolve/ raise incidents, which the users encountered. This includes all modules of SAP system.

a. patiently get to know and understand the issue which the user encounters and provide solutions.

b. as more as possible to gather useful information to consultants and coordinate them to resolve issues.

c. follow the standard IT processes and policies.

3. Raise change requests, which the DSM businesses required. This includes all modules of SAP system.

a. provide and help users fill in change request form.

b. coordinate with the users and consultants to know the user’s requirement and execute user acceptance test.

c. review the status of change requests.

4. Provide basic training to users when necessary.

5. Responsible of escalating issues or complaints;

6. Tasks, which the manager assigned.

The Ideal Candidate

• Experience with SAP service provision 1 years

• Knowledge of ERP applications

• Knowledge/understanding of Business use of Enterprise applications SAP, administrative applications, and technical applications;

• Knowledge of business process and practices related to the use of SAP resources and services;

• Knowledge of the System Management tool Remedy for ticket handling and other tools like Portal, reporting tools;

• Strong service delivery skills;

• Bachelor degree and above related to IT;

• Professional in oral and written English

上班地址：上海市浦东新区张江高科技园区