Job Description

Job Summary

The Subject Matter Expert in Support & Operations plays a critical role in ensuring timely and efficient resolution of escalated incidents while maintaining high-quality standards. This position focuses on operational risk management, SAP security, and GRC, contributing to customer satisfaction through effective communication and proactive engagement with business stakeholders.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents Using Operational Risk Management Principles And Sap Grc Tools, Adhering To Agreed Slas.
2. Mentor Team Members And Administrators, Prepare Standard Operating Procedures (Sops), And Maintain Comprehensive Documentation To Promote Knowledge Sharing And Continuous Improvement Within The Support Team.
3. Validate Change Order Implementation Plans And Assess Human Error Compliance, Actively Participating In Capacity Planning To Align Resources With Operational Demands.
4. Facilitate Positive Customer Feedback By Engaging In Customer Meetings To Identify And Address Any Issues, Leveraging Sap Security Insights To Enhance Service Delivery.
5. Validate And Analyze Performance Data, Including Root Cause And Trend Analyses, Presenting Findings And Recommendations To Key Business Stakeholders For Informed Decision-Making.

Skill Requirements

1. Strong Understanding Of Operational Risk Management Principles.
2. Proficiency In Sap Security And Governance, Risk, And Compliance (Grc) Frameworks.
3. Excellent Analytical And Problem-Solving Skills.
4. Effective Communication And Stakeholder Management Abilities.
5. Familiarity With It Service Management And Incident Resolution Processes.

Other Requirements

1. Optional But Valuable Certifications: Sap Certified Technology Associate, Risk Management Professional (Pmi-Rmp), Or Similar