Key Responsibilities: 

Business Change Management

Business Analysis 

* Investigates operational needs and problems, and opportunities, contributing to the recommendation of improvements in automated and non-automated components of new or changed processes and organisation. 

* Assists in defining acceptance tests for these recommendations.

Service Design, Transition & Operations

Service Level Management

* Monitors service delivery performance metrics and liaises with managers and customers to ensure that service level agreements are not breached without the stakeholders being given the opportunity of planning for a deterioration in service.

* Applies application / platform or infrastructure improvements within service offering

* Supports input for financial management within service offering (cost control, negotiations, purchasing)

Incident Management

* Prioritizes and diagnoses incidents according to agreed procedures. 

* Investigates causes of incidents and seeks resolution.

* Escalates unresolved incidents. 

* Facilitates recovery, following resolution of incidents.

* Documents and closes resolved incidents according to agreed procedures.

Problem Management

* Investigates problems in systems, processes and services. 

* Assists with the implementation of agreed remedies and preventative measures.

Service Acceptance

* Engages with project management to confirm that products developed meet the service acceptance criteria and are to the required standard. 

* Feeds into change management processes.

Change Management

* Develops, documents and implements changes based on requests for change. 

* Applies change control procedures.

Release and Deployment

* Assesses and analyses release components. 

* Provides input to scheduling. 

* Carries out the builds and tests in coordination with testers and component specialists maintaining and administering the tools and methods – manual or automatic - and ensuring, where possible, information exchange with configuration management.

* Ensures release processes and procedures are maintained.

Individual key responsibilities

• Key contact for NAM Business Users and other Global teams
• Provide customer focused service management in SAP AFS environment
• Drive resolution of issues related to SAP AFS related incidents, and provide escalation when appropriate.

Key Relationships: 

• Business Stakeholder / User
• Business Consultant / Analysts
• Solution Architects
• IT Infrastructure
• IT Security

Knowledge, Skills and Abilities: 

• English language (fluent)
• Acquiring a proper understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts, selecting the appropriate method/tool to resolve the problem and reflecting on the result, such that learning is identified and absorbed
• Understanding the needs of the internal or external stakeholders and keeping them in mind when taking actions or making decisions 
• Applying quality standards to all tasks undertaken and ensuring that nothing is overlooked.
• Understanding the needs, objectives and constraints of those in other disciplines and functions.
• Working co-operatively (rather than competitively) with others to achieve a common goal.

Requisite Education and Experience / Minimum Qualifications: 

• Four-year college or university degree with focus on IT, or equivalent combination of education and experience
• Minimum of 5 years of progressive work experience, at least 2 years in an IT / Service Management role
• SAP system experience required, AFS system experience preferred