SAP Application Support Specialist - Temporary

This is what you will do

We are currently looking for a SAP Application Support Specialist to join us on a temporary contract.

Under the supervision of the Customer Facing Area, the Application Support Specialist will be able to receive training and provide support in the management of internal and external application support services in collaboration with the team, taking care of the activities and monitoring of the performance of the support services in relation to the overall business needs.

You will be responsible for

General Responsibilities:

• Govern and control the delivery process and corresponding deliverables of ICT solutions according to the company’s policies and guidelines
• Propose the actions to be performed regarding the ICT solutions under direct responsibilities, in alignment with the company’s business needs and infrastructure, technology, governance policies, and guidelines
• Analyze and monitor technological evolution to ensure the best possible innovation and economic sustainability of the solutions under direct responsibilities
• Evaluate the opportunities of outsourcing solutions and integrations with on-premises solutions, from the point of view of services and economics in line with the company’s sourcing strategy
• Cooperate with all other company’s ICT groups to define solutions able to support business applications, in compliance with the company’s policies and standards

Specific Responsibilities:

• Manage contracts lifecycle: understanding contract structure, contents, negotiation and stakeholder management
• Manage, coordinate, and check the service provider SLA (service-level agreement), and OLA (operational-level agreement)
• Assume full ownership and responsibility of all allocated support tickets ensuring they are dealt with promptly and professionally and satisfactorily concluded
• Ensure strict adherence to SLAs when dealing with customer tickets/calls
• Act as a single point of contact between the service provider and the internal key stakeholders, to monitor and control the overall Chiesi’s service status, anticipating issues, and preventing similar occurrences in other countries
• Work closely with the relevant stakeholders to ensure that the highest quality of technical support and consultancy is delivered to internal customers
• Work with other technical staff to ensure connectivity, integration, and compatibility between systems
• Work with vendors/partners/users to resolve complex problems providing end-to-end support
• Assure the documentation is available for resolving system problems, problem resolution, and knowledge base content, in accord with the service provider
• Organize technical training for customers if needed
• Manage, coordinate, and check the standard changes (business Admin and configuration) requested by the service provider.
• Operate directly on the system for activities that cannot be delegated to external services (delegation assignment procedures, changes to critical data tables, massive changes)

You will need to have

• Knowledge of/experience with SAP, preferably in service management or equivalent role
• Flexibility and proactivity in the management of one's activities
• Good communication skills, verbal and written
• Positivity and optimism
• Team working in a multicultural contest, predisposition to interpersonal relationships
• Italian, good knowledge of English spoken and written (Level B1)

We would prefer for you to have

• Degree in Information Systems/Computer Science/TelCo Engineering or other Technology degree or equivalent study preferred
• Knowledge of best practices of IT Service Delivery (ITIL, ISO, etc.)
• Knowledge of various models (processes, roles, tools, escalation levels) of Service Desk operation; of the processes and procedures of Incident Management, Service Request Management, Problem Management. Ability to take care of a request, categorize it, and prioritize it by following the provisions of the trouble ticketing process, SLA respect, SAP processes and systems knowledge (S/4, ATTP, IBP...) specific technical knowledge for production and warehouse modules, and operations management (configure, update, and monitor)

Location

The role is based in the HQ in Parma, with hybrid working model combining working remotely with presence in the office

Compensation Package