Lead ERP Support Specialist

Job description:

General Summary

Under minimal supervision, the Lead, ERP Support Specialist will drive accurate and efficient responses to daily internal customer issues and inquiries related to SAP S4Hana, directly or through L1 resources. This hands-on role will require strong documentation and analytic skills, along with good technical knowledge of SAP modules such as finance, sales and distribution, planning, manufacturing, and security. The Lead, ERP Support Specialist will proactively identify areas for improvement, develop training programs, and implement best practices to enhance internal customer experience.

Specific Duties and Responsibilities

Complete analysis of support issues submitted by internal customers *

Communicate directly with customers by ticket to resolve issues *

Develop IT training materials and internal customer knowledge articles for common

support issues *

Mentor team members to increase overall knowledge and understanding of standard

SAP and best practices, and improve overall support performance *

Select, manage, train, and develop staff. Establish objectives and assignments and

provide ongoing feedback through performance reviews and development plans. *

Analyze current SLAs to determine accuracy and improve compliance

Monitor support metrics and KPIs to identify trends and areas for improvement *

Develop and implement strategies to improve overall team efficiency *

Participate in shared support tasks, such as system enhancement and integrations

testing and data management in test and production systems *

Organize and review functional specifications for completeness

Participate in the development of IT related policies, standards, and procedures.

Adhere to the Company s Quality Management System (QMS) as well as domestic and

global quality system regulations, standards, and procedures. *

Understand relevant security, privacy, and compliance principles and adhere to the

regulations, standards, and procedures that are applicable to the Company. *

Ensure other members of the department follow the QMS, regulations, standards, and

procedures. *

Perform other work-related duties as assigned.

*Indicates an essential function of the role

Position Qualifications

Minimum education and experience:

Bachelor's degree in related fields with 5+ years of functional support and 2+ years of experience in a leadership or supervisory role within a functional support structure or similar experience

Additional qualifications:

Proven ability to lead and mentor a support team

Ability to communicate effectively and efficiently throughout the business and technical

teams

Excellent oral, written, and interpersonal communication skills required

High degree of accuracy and attention to detail

Familiarity with KPIs and metrics in a support environment

Experience with escalation procedures

Experience with ServiceNow a plus

Experience with Jira a plus

Must be self-motivated

Excellent organizational skills with ability to prioritize assignments

Proficiency with MS Word, Excel, and PowerPoint

Resilient in the face of continual change, able to hand high demands and unfamiliar

situations

• Medical device, pharmaceutical, biotech, or other regulated industry experience a plus
• Experience supporting US, Europe and APAC operations is a plus.
• Experience in an SAP techno functional role a plus