IT Application Support Consultant - Contracts & Billing
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