Job Description
An exciting opportunity exists within the Enterprise Application Support & Delivery Department for an Operations Process Lead. This role will work as a team member within the Business Systems Planning & Support department to provide support for the Operations Business Unit with regards to processes and related information technologies. The successful candidate will also provide accurate and timely client support for applications used within the business. This includes the following applications: ClickSoftware scheduling software, SAP Plant Maintenance and Service Management module and Mobile technologies.
Roles and Responsibilities
Leadership
• Play a leadership role in future projects to enhance the applications used by the business; including ClickSoftware, SAPs’ operational modules and other integrated applications.
• Lead small teams to resolve process and technical problems and implement enhancements
• Give direction and provide supervision to outside consultants
Customer Relationships
• Responsible for providing ERP sustainment, enhancement services to operations business units within Client.
• Work with the operations business units to maintain a high level of awareness of their business strategies, and drive ERP delivery to contribute to the success of these strategies and to continuously improve the efficiency and outcomes of their processes
Problem resolution
• Identify, develop and recommend alternative solutions to problems identified by users
• Provide the Process Managers and/or end-users with advice on (system) or business process changes.
• Work with users to quickly and effectively implement solutions. Ensure solutions are thoroughly tested and documented before promotion to the Client production system.
• Train end users on the change.
• Conduct technical research and work with internal and external resources to resolve complex technical issues.
Enhancements and Releases
• Work with Process Managers to identify problematic processes that need improvement.
• Communicate to the Process Managers any constraints such as timing and budget that will impact on the scope of the release. Work with the Process Managers and other ERP Functional Team Leads to prioritize activities across all the business units that rely on SAP functionality and to resolve conflicting calls on resources.
• Provide the internal consulting services to operations business units to determine the design details of the enhancement. Identify, develop and recommend alternative solutions.
• Ensure the involvement of Process Managers and key users in the development of the solution.
• Manage activities of functional team resources including consultants, Process Managers and end-users, to ensure they are performing tasks according to the approved release plan.
• Implement the changes required to the SAP system (configuration, forms, reports) or to the business processes, to support the approved enhancements
• Implement the changes required to the ClickSchedule system (configuration, forms, reports) or to the business processes, to support the approved enhancements
• Perform the appropriate unit, integration and regression tests to ensure the new functionality works as planned, that existing processes that may be affected continue to work as before.
New Projects
• Work with new implementation projects to seamlessly integrate the new functionality into the existing design of processes, business rules and configuration.
Communication
• Communicate with Process Managers, User Groups, Coaches and key users regarding the work plans of the Application Management Services Group, progress, issues and information regarding planned and potential new functionality.
Training
Develop the knowledge and skill set of Process Owners and key users by providing knowledge transfer and training:
• Work with Process Managers to address requirements for end-user training, such as training design, training material and course content.
• Provide the material, structure and resources for on-going training and support. Where possible, recruit coaches and key users in providing training and updating documentation.
• Deliver training in one-on-one or classroom settings
Knowledge and Experience
• Self-motivated, analytical, and very detail-oriented.
• Knowledge of operational business units, such as plant maintenance and work management systems.
• Demonstrated track record of undertaking small to large business analysis and/or system design projects.
• Experience with working with windows SQL server 2000, Query Analyzer.
• Strong troubleshooting skills; Knowledge and ability to monitor and trouble shoot issues on application servers and trouble shoot integration problems between different systems is required.
• Experience working with and supporting work management systems.
• Experience working with SAP Plant Maintenance and Service Management Modules preferred but demonstrated experience with ERP Software and integrated systems will be considered.
• Experience with interfacing between SAP (or other ERP Software) and Externa |
