Hi Please Let me know if you have any consultant for the below position. Send me the resume to [email protected] or also can contact us at 703-349-3098
Position: SAP Service Desk Analyst Location: Wilmington, DE Duration: Long term Respond to and work to resolve service requests, enhancement requests, and incidents assigned, processed or reported to the Center of Expertise (COE) service desk by the Enterprise Service Management (ESM), business process integrators, technical organizations, and SAP and Ariba end users. Provide and deliver effective customer service to aid system users. Accurately analyze, document, and log all correspondence. Responsibilities include: • Provide timely, accurate, and quality analysis and resolution to service requests, enhancement requests and incidents executed primarily through the use of telephony and an automated call distribution system • Provide attentive and thoughtful communication to requestors • Ensure timely delivery of information related to requests needing escalation • Review and report service requests not receiving timely attention • Quickly attend to all past due requests • Quickly expedite and appropriately escalate incidents that threaten to disrupt system applications or business processes • Strive to instill end user confidence that requests are being attended to in a timely and professional manner; promote end-user satisfaction • Monitor and report on progress of service requests through closure and end user confirmation • Ensure adherence to established procedures • Review service desk scripts with leadership to determine improvement opportunities Required Knowledge, Skills, Abilities • Demonstrated knowledge and experience in SAP system application, especially in the finance and materials management modules • Superior written, verbal, and interpersonal communication skills • Extensive experience providing excellent customer service; possess in-depth knowledge and appreciation of customer needs • Demonstrated ability to extract, listen, interpret, and analyze information from non-technical individuals and articulate issues • Demonstrated understanding and experience clearly and succinctly documenting issues • Demonstrated ability to follow policy and plans and to execute procedures within a regimented work environment • Demonstrated ability to perform multiple tasks and remain calm under pressure of tight deadlines • Demonstrated ability to be flexible and a team player • Demonstrated ability to create and deliver feedback materials including such items as service surveys • Bachelor’s degree or the equivalent combination of education, training and/or experience Preferred Knowledge, Skills, Abilities • Demonstrated knowledge and experience in Ariba procurement functionality • Demonstrated knowledge and experience in an Enterprise Resource Planning (ERP) environment • Demonstrated experience in a structured service provider environment such as a call center • Demonstrated experience in a technical environment such as an IT department • Demonstrated business acumen • Bachelor’s degree in Business Management, Human Resources or Behavioral Sciences • Experience with the following software/system applications packages is highly desirable: SAP Solution Manager or similar service desk application, Maximo, PowerPlant, Ariba, Exacta and Microsoft Office Professional • Demonstrated progressive experience managing or delivering training programs Thanks & Regards, John Anderson Tech Tammina 203 Elden Street, Suite # 404, Herndon, VA-20170 www.tammina.com Call: 703-349-3098 Fax: 703-991-5532 Mail: [email protected] IM: [email protected] Gtalk: [email protected] -- You received this message because you are subscribed to the Google Groups "SAP ABAP" group. To post to this group, send email to [email protected]. To unsubscribe from this group, send email to [email protected]. For more options, visit this group at http://groups.google.com/group/sap-abap?hl=en.
