The company
The group AluK is a global leader in the design and engineering of aluminum window, door and curtain walling systems. With more than sixty years of expertise and operations in major countries around the globe, our building systems have been specified for many of the world's most advanced and prestigious buildings.
Role Description
At AluK, we aim to provide a world class service to our global customers. To help maintain and achieve this goal, we are seeking an experienced IT SAP Technical Support Specialist to provide day-to-day support for end-users across our manufacturing operations. This role ensures smooth business processes by resolving technical issues promptly, perform or coordinate planned maintenance tasks and performing routine tasks to prevent process disruptions. All of this while developing and maintaining an environment of trust, diversity, and inclusion.
Objectives of the role
* Maintain Business Continuity by ensuring SAP systems run smoothly and reliably to support critical business processes without disruption.
* Deliver High-Quality Support by providing timely and effective resolution of technical SAP-related issues to meet agreed service levels and enhance user satisfaction.
* React to planned service upgrades & unplanned service degradation events that impact system performance. Work together with the different expert teams, including external support partners, to find and resolve the root cause
* Have a continuous Improvement mindset by Identifying opportunities for automation, process optimization, and system enhancements to improve operational efficiency.
* Protect knowledge transfer & proper documentation of the solution by ensuring the SAP expert teams documents new solutions, creates user guides, and trains the support team.
* Use of our incident/Change/Problem/Project management system to follow up on tasks
* Perform routine checks and tasks to prevent process bottlenecks.
* Collaborate with IT and business teams to escalate complex issues when necessary.
* Document recurring issues and contribute to knowledge base for continuous improvement.
* Support system testing and updates during SAP enhancements or upgrades.
Responsibilities
* Ensure timely resolution of issues against agreed SLO's (Service Level Objectives)
* Partner with cross-functional teams (inside and outside IT) when needed
* Proactively monitor all our SAP IT application landscape
* Perform or coordinate SAP Cloud platform installation and maintenance
* Monitor interfaces to and from our SAP platform
* Provide input to continuous development of methods and tools
* Take required steps to understands, and document if missing, the way legacy IT systems and applications have been set up.
* Assist with any performance or functional incidents reported by end users and/or monitoring tools.
* Identify possibilities to proactively monitor legacy applications for performance and/or functional issues.
* Identify possible scenarios for upgrading the old technology and implement them when approved
* Provide input to agree on a roadmap to replace legacy software and systems as soon as possible.
Required skills and qualifications
* Two or more years of proven experience in a similar role
* English is a must. Any other European language will be a strong asset (Italian, Dutch or French)
* Proven experience of working in a manufacturing environment. Experience acquired through involvement into international support activities.
* Self-directed and organized; able to manage responsibilities for multiple, simultaneous initiatives
* Strong problem-solving skills
* Open to occasional travel to visit and support production facilities located around the world.
Preferred Skills
* Possess technical knowledge of the SAP S4HANA Private cloud platform
* Passion for innovation & a sophisticated understanding of technological systems and programming
* Experience working in a matrix organization
* Dedication, integrity, reliability, team orientation and a proactive attitude.