Responsibility

• Manages L1 AMS for Digital Wholesales Applications.
• Manages team activities and ensures procedure compliance.
• Part of a specialist L1 AMS for Digital Wholesales Applications.

Skills

• SAP SD, MM, ITIL, MS Office
• SAP SD, MM, English Proficient
• Knowledgeable in SAP, Knowledgeable in SAP MM/SD, How to use transaction, How to see tables, Not necessarily specific to SD and MM

Application Focus

• SAP and Digital Wholesales Applications.

Knowledge Transfer

• Attends knowledge transfer sessions and ensures the team follows the adopted service model and tools.
• Contacts Governance Team for doubt and spreads received information to the team.
• Attends all knowledge transfer sessions.

Service Quality

• Responsible for service quality, compliance with procedures, and service level agreements.
• Ensures procedure compliance and updates the Knowledge Base.
• Follows procedures for ticket processing and maintains documentation.

Reporting

• Reports service updates to IT Demand Manager in weekly Status Meetings.
• Spreads received information to Service Manager and team members.
• Reports progress to the Service Management.

Contact

• Contacts Governance Team for doubts and KT organization for new software releases.
• Contacts Governance Team in case of doubts.
• Contacts HD2 when an issue cannot be solved otherwise.

Documentation

• Responsible for Knowledge Base maintenance on Overall Level.
• Maintains Standard Operating Procedures for HD1.
• Maintains documentation about known issues and workarounds.

Incident Management / Continuous ImprovementDocumentation

• Service Manager will do the incident management, continuous improvement on Overall Level
• Ensures that Incidents are treated on time. Implements Continuous Improvement
• Fixes the incidents timely. Executes Continuous Improvement