Job Title
SAP S/4HANA Functional Support Lead
Job Summary
We are seeking an experienced SAP S/4HANA Functional Support Lead to join our ERP team. In this role, you will lead functional support activities for SAP S/4HANA, resolve complex business application issues, mentor support team members, and improve overall service delivery.
The ideal candidate has strong functional knowledge of SAP business processes, experience supporting production environments, and the ability to collaborate with business and technical teams across global operations.
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 Penumbra best practices, and improve overall support performance *
- 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 field 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
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