IT Application Support Consultant - Contracts & Billing

Recruiter
SAP
Location
Dublin
Salary
Negotiable
Posted
09 Oct 2020
Closes
23 Oct 2020
Ref
BBBH2786
Contact
Natalia Roszak
Sector
IT
Job Type
Temporary
Hours
Full-time

PURPOSE AND OBJECTIVES

As a Contracts & Billing Application Support IT Service Desk Agent, you will act as the first point of contact for SAP internal employees for application-based issues. Such as but not exclusively relating to SAP Contracts and Billing, Cloud Fulfillment related issues. Using our ticket system, you will ensure the IT Incidents and Service Requests are resolved within a given SLA. This is carried out in process driven environment by utilizing our Knowledge Base and collaborating with 2nd and 3rd level teams on a regional and global basis.


EXPECTATIONS AND TASKS

Fully qualify all incoming IT support tickets in adherence to the agreed SLA
Apply solutions, workarounds, patches and fixes as defined in our Knowledge Base
Effective dispatch to the correct organization and resolver group
Update our internal Knowledge Base to ensure all new solutions are made available to all IT support teams.
Highlight all potential major incidents and problems to the respective service and problem managers
Ensure compliance with all security standards and policies
Provide QEC & YEC Support


EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

3rd Level Qualification -Degree in IT related discipline
ITIL process knowledge would be a benefit
Finance / Contracts & Billing related experience also beneficial
Customer Focus
Quality
Teamwork
Problem solving
Multitasking

More searches like this