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IT Technology Services Associate

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SAP

1mo ago

  • Job
    Full-time
    Junior & Mid Level
  • IT & Cybersecurity
    Business, Operations & Strategy

AI generated summary

  • You need support/consulting experience, strong communication skills, incident management expertise, structured work style, ITIL knowledge, and problem-solving abilities in a global setting.
  • You will manage incident response, oversee operations, ensure compliance, track issues, enhance service quality, collaborate across teams, and lead continuous improvement initiatives.

Requirements

  • Experience in a previous Support, Consulting or Engineering role
  • Strong communication skills, ability to provide clear and assertive communication
  • Subject matter expert in incident management process / major incident process
  • Very structured and self-reliant way of working, ability to manage priorities and deadlines.
  • Excellent judgment and decision-making ability
  • Knowledge about ITIL v3 or v4 especially about Service Operation’s INM, PRM, CHM
  • Experience working in Global/multi-cultural environments
  • Quick and motivated learner
  • Strong analytical and problem-solving skills

Responsibilities

  • You will work as the responsible Manager on Duty to drive restoration for HCM products. You’re accountable for re-establishment of the service by cross departmental coordination of all involved internal units and relevant 3rd parties (e.g. vendor support). You’ve to manage and coordinate all necessary activities, incl. technical units, to solve the (major) incident, by establishing an ad-hoc project organization. Ensuring service restauration end-to-end, making decision on issue resolution measurements and action plan definition and communicate with management and (internal) customers about current impact, next steps in resolution process and incident cause / pre-lim. root cause.
  • The following tasks will belong to your daily work:
  • Responsible for overseeing daily operations and ensuring exceptional service quality.
  • Ensuring compliance with company policies and procedures
  • Provide L1 leadership and engage executives as needed, serving as the final decision-maker on critical business matters.
  • Act as the final decision-maker on operational issues. Track and de-escalate issues, as necessary.
  • Assign appropriate priorities when the team is uncertain.
  • Ensure consistent communication regarding incidents and executive updates when required.
  • Reduce MTTR and enhance quality and maintain efficiency.
  • Handle requests from Customer facing teams.
  • Monitor disruptive change sand patching activities to prevent common errors.
  • Determine when to engage on-call resources for issues other than major incidents.
  • Act as a point of contact for leadership and other stakeholders.
  • Lead continuous improvement initiatives and manage stream ownership.
  • Update and maintain process documentation.
  • Oversee performance metrics and measurements for management reporting, dashboards, other requirements and manage staffing.
  • Manage the movement and resolution of tickets within the shift.
  • Validate communications for critical issues.
  • Collaborative work with customer facing, Engineering and infrastructure teams to ensure a seamless operational flow and promote teamwork.
  • Collaborate on tools set up, identify operational challenges, and implement effective solutions to enhance efficiency and service quality.

FAQs

What is the main responsibility of the IT Technology Services Associate?

The main responsibility is to act as the Manager on Duty to drive restoration for HCM products by coordinating cross-departmental efforts to resolve incidents.

What qualifications are required for this position?

Candidates should have experience in a previous Support, Consulting, or Engineering role, along with strong communication skills, a structured working style, and knowledge about ITIL v3 or v4.

Is leadership experience necessary for this role?

Yes, strong leadership and team-building abilities are essential for overseeing daily operations and driving service quality.

What skills are emphasized for success in this position?

Strong interpersonal and communication skills, problem-solving abilities, organizational skills, and the ability to manage multiple priorities in a fast-paced environment are emphasized.

What type of work environment can I expect at SAP?

You can expect a highly collaborative, caring team environment focused on learning, development, and embracing differences.

Are there opportunities for personal development?

Yes, SAP places a strong focus on individual contributions and offers various learning and development opportunities.

Is it necessary to have experience working in a global environment?

Yes, experience working in global or multi-cultural environments is preferred.

What is the expected travel for this position?

The expected travel is between 0 - 10%.

What is the career status associated with this role?

The career status for this position is Graduate.

Does SAP provide accommodations for applicants with disabilities?

Yes, SAP is committed to providing accessibility accommodations to applicants with physical and/or mental disabilities.

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SAP

Our purpose is to help the world run better and improve people’s lives.

Technology
Industry
10,001+
Employees
1972
Founded Year

Mission & Purpose

At SAP, our purpose is to help the world run better and improve people’s lives. Our promise is to innovate to help our customers run at their best. SAP is committed to helping every customer become a best-run business. We engineer solutions to fuel innovation, foster equality, and spread opportunity across borders and cultures. Together, with our customers and partners, we can transform industries, grow economies, lift up societies, and sustain our environment. #TheBestRu