Role Title SAP Support Specialist Location

Transcription

1 ROLE PROFILE GENERAL DETAILS Role Title SAP Support Specialist Location Department Global Support Band (LoW) 6 (II) Reports to (manager) Systems Support Superintendent Type of Work Support TBD (Brisbane or Belo Horizonte) Manager once removed Global Support Manager Date November 2018 CONTEXT This role is responsible to maintain, co-ordinate and optimize the usage of all the applicable software systems, including SAP HCM by end users. PURPOSE This role is responsible to maintain, co-ordinate and optimise the usage of the SAP HCM system. The rendering of SAP HCM and SAP Authorisations support is a pivotal aspect of this role and consists of resolving of system incidents and bugs fixes, change requests / system enhancements, compiling business system requirements, System Quality Assurance testing, first line support to End Users, participate in system related projects, end user access / authorisation role requests. WORK OF ROLE (INCLUDING AUTHORITIES AND OUTPUTS) Work of Role Receive, investigate and resolve all Incidents and Bugs-Fixes according to Service Level Agreements Receive, investigate and resolve all change requests, enhancement packs, functional updates and standard requests according to Service Level Agreements, Global Information Management process and best practice Receive and compete Business Requirements specifications for Enhancements, develop and complete testing and facilitate User Acceptance Testing. Conduct projects effectively and efficiently through compiling business requirements specifications, development testing, end user testing and training and implementation according to Service Level Agreements, Global Information Management process and best practice Perform ad-hoc bulk data uploads effectively and efficiently according to business needs, Service Level Agreements, Global Information Management process and best practice Conduct the process of end user access and authorisation role design changes to business needs, Service Level Agreements, Global Information Management process and best practice This role is responsible to maintain, co-ordinate and optimize the usage of all the applicable software systems, including SuccessFactors and SAP end users. Identify and assist in resolving reporting and system issues / problems Understands GSS process and data management needs and acts as a contact person with IM. Process Mapping ROLE RELATIONSHIPS Managerially accountable to Direct Reports N/A Global Support Manager 1

2 Key internal role relationships GSS Service Delivery Leads Group IM Group HR Global EDM and Payroll Teams Global Services Digital Operations Support team External relationships Accenture PERSON SPECIFICATION (QUALIFICATIONS, EXPERIENCE, KNOWLEDGE AND SKILLS) QUALIFICATIONS Bachelor s degree in Information systems, Computer Science or related SAP certification EXPERIENCE 5-7 years experience working with ERP systems with specialisation in SAP HCM Advanced SAP HCM knowledge coupled with working experience in SAP Time Management, Payroll and Authorizations 2

3 Knowledge Specific to the role: Advanced SAP HCM knowledge coupled with working experience in SAP Time Management and Payroll SAP Authorizations Demonstrated knowledge and experience of agile project management Understands GSS process and data management needs Excellent understanding of ERP systems Excellent understanding of business rules Knowledge and Skills Skills required for the role: Ability to solve SAP HCM technical related issues in cooperation with relevant stakeholders. Implement the most effective solutions to drive efficiencies Optimises systems by utilising deep technical expertise and cooperating with multi-disciplinary teams to highlight and address areas of improvement Manages, monitors and drives project activities within a specific project. Proactively escalate risks and propose mitigating actions Apply process design and improvement methodologies to drive efficiencies and solves technical and process flow problems Strong analytical, project and product management skills, including a thorough understanding of how to interpret business needs and translate them into operational requirements Translate methodology into pragmatic and value enhancing project outcomes Demonstrates fully operational knowledge and significant experience in the IT system and proactively staying up-to-date with best practice and innovation. Is recognised as a technical expert with regards to system usage. Able to identify and assist in resolving reporting and system issues / problems. Able to apply systems development life cycle methodologies to solve systems problems. Applies continuous business improvement methodologies to optimise systems. Excellent analysis and planning skills Excellent monitoring and reporting skills. Customer service orientation proactively developing customer relationships by making efforts to listen to and understand the customer; anticipating and providing solutions to customer needs; giving high priority to customer satisfaction. Excellent presentation, communication and negotiation skills are essential Data collection and processing skills Query Management Financial Management Excellent influencing skills and customer service skills; CAPABILITY REQUIRED TO DO THE ROLE Mental Processing Ability Demonstrates systems thinking to construct models that help to understand the design of the system. It involves discerning a trend from a flow of significant, real events to design and construct a system in a single field to cope with it. The system may need to be altered as the trend changes. 3

4 Technical Skills Social Process Skills Project management and Execution (L2). Applies project management techniques to effectively manage project activities and assists in tracking progress. Monitors and manages progress on delegated work scope and ensures that project parameters are understood by all stakeholders. Reports on the status of activities in governance meetings. Manages the resolution of issues knowing when and how an issue needs to be escalated. Implements within their area of responsibility the agreed management actions from risk and assurance, governance and support reviews. HR Service Management and Systems (L3). Proactively uses knowledge of technology, process design and analysis and service performance to improve service delivery. o Process Design: Able to use a variety of process redesign and analysis techniques to identify and implement improvement to service delivery across a discipline or business unit. o Systems: Understands the potential of technology in delivering quality service. Able to scope, evaluate and improve HR systems in line with business needs. o Service Management: Partners with GSS to influence service performance based on BU requirements and drives performance management and governance to ensure effective service delivery. Governance and Compliance (L1). Applies effective risk management processes and procedures to mitigate business risk. Monitors compliance with governance, standards and regulatory requirements. Has knowledge of relevant legislative, administrative, and regulatory requirements and standards. Information Systems (L3). Applies knowledge of IM systems and programmes to effectively and efficiently process, analyse, and capture data, extract and prepare reports. Applies knowledge of systems to influence system development, changes and enhancements. Demonstrates fully operational knowledge and significant experience in the IT system and proactively staying up-to-date with best practice and innovation. Is recognised as a technical expert with regards to system usage. Able to identify and assist in resolving reporting and system issues / problems. Understands GSS process and data management needs and acts as a contact person with IM. Able to apply systems development life cycle methodologies to solve systems problems. Applies continuous business improvement methodologies to optimise systems. Initiates cross boundary collaboration Drives the delivery of plan commitments Fosters a culture that is open to change Ability to resolve Conflict Ability to adapt to and work effectively within a variety of situations and with various individual and groups Balances data and information with timely decisions Understands self and is aware of own impact on others Driving plan delivery, holding people and self to account. Demonstrates curiosity and interest about the mining industry Building relationships and fostering cross boundary collaboration Seeking and using the broadest internal and external view, beyond current issues and constraints Deepening self-awareness and applying influencing techniques that gain commitment and support Alerting and engaging people in the need for specific transformational changes in the way things are done in Anglo American 4

5 Evaluating info, good decision making, manage risk, drive safe, reliable and sustainable operations and protect the licence to operate. Facilitate agreement and co-operation using a diplomatic and open approach Work with diverse teams and sensitive to local social, political and cultural realities Interact across all mediums of interaction i.e. face to face vs. virtual interactions with team and stakeholders Have a high level of self-motivation and be able to work independent of supervision Highly collaborative, with a natural capability to connect people with action to create momentum and execution velocity across the group. Strong work ethic and ability to work effectively in a fast-paced matrix environment with excellent interpersonal skills. Application/ behavioural ability Operates with high level of autonomy Employs a positive, persuasive attitude when facing resistance to change and demonstrates belief in the benefits Driving for execution and results: Defines ambitious goals and establishes priorities with clear responsibilities to ensure results; manages projects, activities, resources effectively Displays tolerance and resilience and is not easily discouraged or deterred from achieving required outcomes Natural curiosity and the ability to learn rapidly, especially in a self-determined way Applies self-awareness and critical thinking to influence at the highest levels Can operate in complex, non-routine contexts and is comfortable dealing with ambiguity Self-confidence and determination: Demonstrates strong, realistic confidence in oneself in challenging situations and maintains a calm focus on results over time Balances data and information with sound personal judgement Any other requirements to perform the work effectively? ORGANISATIONAL CHART Be able to work in an open office arrangement 5