ICT Assistant (Client Support) – SAP FI

– Answer user queries and issues related to SAP FI that have been escalated from Tier 1 Global User Support agents, track ICT Assistant tickets and coordinate with the Functional Analysts, Business Process Owners (Tier 3) as necessary to satisfy user request within existing PRISM standards and procedures effectively.
– Log all actions and document cases in the automated tracking system including site survey information, steps taken to resolve the problem or to complete tasks, problems encountered, current status, required follow-up or escalation, etc.
– Analyze and diagnose the issues, identify the root cause of the problem and propose solution.
– Assist in analyzing performance problems and recommend solutions to enhance functionally, reliability, and/or usability.
– Participate in delivery of user training both as a technical support person in general and as a trainer for appropriate PRISM business process courses.
– Maintain a library of PRISM-related reference materials.
– Support in enforcing Finance, Supply Chain and Procurement business processes and workflow to users, as well in assisting in the implementation of new business processes to end-users.
– Identify and inform gaps between functions of SAP application and end-user feedback of Finance, Supply Chain and Procurement business process to be reviewed by Business and Functional Analysts.
– Support in elaboration and testing of business scenarios for implementation.
– Due to nature of user support activities, required to work in any of the current three shifts as scheduled, including holidays.
– Perform such other duties related to the position as may be assigned.

Qualifications:
– University degree in Accounting, Business Administration, Information Systems and Technology or related field from an accredited academic institution.
– Experience in SAP FI Modules
– Proven knowledge, experience and skills to support and troubleshoot SAP FI (AA, AP, AR, GL, PS, CO, MM, FM, GM, TSY, FI Reports, Travel modules) knowledge of SAP Fiori Apps will be considered and advantage.
– Ability to provide SAP support services.
Ability to present ideas in a user-friendly language to non-technical staff and end-user; knowledge of an issue-tracking system advantage.
– Strong customer service orientation; focused on result for the client and responds positively to feedback.
– Good administrative and time-management skills.
– Excellent problem-solving skills; ability to manage complexities.