ASICS is a rapidly transforming and globalising organisation. This is being enabled in part through an extensive Enterprise Systems implementation. As each region (EMEA, Asia and Americas) moves towards a global “one way of working” approach, there are many dependencies and business critical events to be considered.
You will s upport the global SAP team as part of ASICS global ERP implementation and ongoing support. In this role, within the global Operational Excellence team, you will act as the first point of entrance for end-users and key-users, and handle all questions, changes and business interferences in a structured, efficient and customer friendly manner. The RES Service Coordinator operates within the sphere of IT and business activity, coordinates and manages Incident, Problem and Change Management process activities. Furthermore, influences client satisfaction through unambiguous communication regarding problems, non-standard changes and the planning process.
Position in the organisation
Report to the Regional Enterprise Support (RES) Manager, Global Enterprise Solutions.
Coordinates operational ITIL processes with respect to incident, problem, change management
Executes and monitors User Access management and solves 1st line authorizations related issues
Coordinates 1st line SAP support activities across the streams (e.g. Order to cash, Direct to Consumer, Finance etc.)
Signals improvement options for the usage of information both in existing processes as the training needs across the global organization
Is doing follow up on problem management and supports rest of the team on coordinating these
Responsible for optimal coordination of incidents, problems and (non-) standard changes within the scope of SLA’s, has overall view on the rest of the teams open issues and will do follow up where needed
Engages with others process participants to identify continuous service improvement for the change/incident/problem management processes - produces documentation covering actions to be taken
Creates knowledge articles and keeps the Knowledge base updated in ServiceNow
Knowledge and experience
Bachelor or Master Degree in IT/ Computer Applications or related fields
Work experience in IT/SAP through internships, a graduate role, or a first job
SAP knowledge is a must, SAP FIORI knowledge is an asset
Proven problem solving and analytical skills
Experience working with system integration environments
Experience with incident, problem and change management tasks with ITIL processes is a plus
Experience working with either ServiceNow or Solution Manager for handling incidents, problems and changes is a plus
Excellent command of written and spoken English
Understanding of Retail business processes are an asset
Articulate with effective written and interpersonal skills
Customer focused approach (internal and external)
Excellent analytical skills
Strong attention to detail
Ability to thrive in a challenging fast paced environment
Proactive and self-starter
Demonstrate appreciation of cultural sensitivities
Ability to keep calm and deliver under tight deadlines
We look forward to receiving your application online.