Do you want to work in a fast-growing, global company with an open communication culture and agile development processes? Do you want to make things happen and actively develop them further? Then become part of our international SAP Support Team at our location in Albergaria-a-Velha (Portugal).
Purpose:
Provide 1st and 2nd level SAP support in OTC (Order to Cash) to end-users globally.
Your tasks:
- User Support: Assist end-users in troubleshooting and resolving issues related to SAP;
- Incident management: Track and manage incidents using a ticketing system, following established processes and service level agreements;
- Change management and upgrades: Assist in the planning and execution of system upgrades, patches, and enhancements. Coordinate testing activities, participate in change management processes (customizing, basic development according to established processes), and ensure smooth transitions without disruptions to business operation;
- User training and documentation: Conduct training sessions and create user documentation to educate end-users on SAP system functionalities, best practices, and self-service resources. Keep knowledge base articles up to date to enable users to resolve common issues independently;
- Collaboration and communication: Collaborate with cross-functional teams, including developers, functional consultants, and business users, to address complex issues, provide insights, and contribute to system enhancements. Communicate effectively with stakeholders at various levels to understand requirements and deliver solutions;
- Actively participate in the building a global AI powered (ChatGPT/Outsystems) knowledge base to assist end users and build the future of IT support within LIXIL.
Your profile:
- Master's or bachelor's degree in finance or engineering areas (preferred);
- At least 3 years of experience in SAP SD as a user or key-user;
- Strong understanding of SAP SD module and processes from the user perspective and its integration to other SAP modules;
- Good communication skills (Portuguese and English level B1/B2);
- A customer-focused mindset with the ability to empathize with customers, provide exceptional service, and maintain a positive customer experience.
