Service Analyst - AID100

Role Overview

You will be responsible for supporting the day-to-day operations of SAP services, ensuring that the service lifecycle across the range of core SAP modules is delivered to time, budget, scope, and quality. Leveraging your SAP technical skills, you will support management in the successful development and implementation of business needs that smoothly integrate with SAP applications and the IT landscape. This encompasses the support and management of SAP delivery through service transition into the live environment, while communicating across multiple teams or stakeholders to coordinate timelines and tasks.

You will work with a multi-skilled professional team, acting as a focal point interface between the business and the SAP team to reduce the Total Cost of Ownership (TCO) and ensure compliance with SAP recommended best practices, escalating more complex issues to SAP specialist colleagues.

Key Accountabilities

• Responsible for investigating standard problems identified by end users via the SAP Incident management process, providing solutions where possible or managing issues with Senior team members/third party providers to restore service within SLA targets, referring complex issues to SAP Specialists/Experts.
• Accountable for the delivery of assigned outputs (e.g., test scripts, knowledge-based articles) across the SAP landscape to agreed service level agreements.
• Taking direction from Senior colleagues when analyzing business processes and providing solutions via configuration, installation, data migration, and testing using appropriate software.
• Completing standard SAP Changes with guidance from senior team members on more complicated changes, promoting SAP standard functionality while adhering to a value for money approach.
• Responsible for managing stakeholder relationships concerning provided services, feeding into the examination of any future business changes, and highlighting mitigating risks.
• Ensuring changes are delivered and transported through landscapes following best practices and SAP Change processes to maintain environment integrity and minimize failures.
• Providing input to process improvements across the SAP estate to ensure efficient usage of SAP.

Knowledge

• Bachelor’s or Master’s Degree in Computer Science, Information Systems, or other related discipline (or corresponding professional experience).
• SAP Qualification in desired module.
• Good support knowledge of development and configuration of SAP specific modules within an Enterprise Resource Planning environment.
• Knowledge of cloud computing service models such as SaaS, PaaS, IaaS.
• Knowledge of the provision of effective technical and functional support services to a complex, multi-site operation.
• Knowledge of SAP applications in public transportation and its business environment.
• ITIL V3 Service Management certification.
• Good development and configuration knowledge of SAP specific modules within an Enterprise Resource Planning Environment.

Skills

• Proven analytical skills to interpret complex data and problems for business decisions.
• Hands-on experience of SAP as an End User, with working knowledge of SAP technologies and their role in supporting business operations.
• Proven ability to translate end-user requirement specifications into functional specifications.
• Proven ability to influence and collaborate across stakeholder groups verbally and in writing to deliver high-quality service performance across the SAP landscape.
• Ability to use business process methodologies and techniques.

Experience

• Hands-on experience in providing technical and functional support in relevant SAP module(s).
• Experience of technology and services in a complex, multi-site organisation.
• Experience of interacting verbally and in written communications at all organizational levels, internally and with third parties.
• Very good experience as an end user working in SAP or other ERP technology platforms.
• Demonstrable success in continual process improvement.
• Proven experience of working within a team with a focus on driving a culture of customer service.

Application Process

• Please apply using your CV only.
• Think carefully about the skills, knowledge and experience in the advert and cover this in your CV.
• PDF format preferred; do not include any photographs or images.

Equality, Diversity and Inclusion

We are committed to equality, diversity and inclusion and aim to reflect the diverse communities we serve. As a Disability Confident Leader, we actively encourage applications from disabled people. We recognise that selection methods may vary and will be applied fairly, consistently, and proportionately. We use anonymising software that removes identifying information from CVs and cover letters to make the process fair.

Benefits

• Final salary pension scheme
• Free travel on the TfL network
• Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home
• 30 days annual leave plus public and bank holidays
• Hybrid working approach
• Private healthcare discounted scheme (optional)
• Tax-efficient cycle-to-work programme
• Retail, health, leisure, and travel offers
• Discounted Eurostar travel

Vetting Process

Safety, trust, and fairness are central to our recruitment. Our Vetting Charter explains the checks we carry out. We expect the information you provide to be honest and accurate.

We may close this advert early if we receive a high volume of suitable applications.