Location: Abu Dhabi, United Arab EmiratesIn fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our architects design innovative solutions that make our tomorrow's possible.Thales has built a presence in the United Arab Emirates for over 35 years, and today has over 300 employees. Thales in the UAE is part of our Middle East business that has 1,800 people across Egypt, Iraq, Kuwait, KSA, Lebanon, Oman, Pakistan, Qatar and UAE. Together we delivered technology for the Dubai metro, the longest driverless metro network in the world and a fare collection system that processes up to 250,000 transactions per day. We make UAE a safer place by providing secure electronic payment solutions, cyber security systems and communications as well as security systems for Dubai International Airport and air traffic management and navigation systems for Abu Dhabi’s airport.
Essential Functions / Key Areas of Responsibility
• Providing Initial support and troubleshooting assistance to end-users experiencing problems with Day to Day use of SAP ECC Application. This involves investigating and diagnosing issues, identifying root causes, and implementing solution.
• Assisting end-users with SAP application usage and functionality.
• Identifying potential issues, proactively monitoring system alerts and interfaces between SAP and Non-SAP Systems and taking appropriate measures to prevent system performance and data integrity issues.
• Creating and maintaining documentation related to known issues, workarounds, and resolutions. Developing knowledge base articles, FAQs to facilitate self-service for end-users and building knowledge repository within SAP Support team.
• Interact with internal team members, outsourced partners, for issues and requests resolution/escalation.
• Engage with managed service partners to ensure quality of service (QoS) for the Operations team.
• Transform business requirements and collaborate with service delivery team to provide estimates to meet requirements.
• Identifying opportunities for process improvements, automation, or efficiency enhancements within the SAP service desk function. Proposing and implementing solutions to streamline support processes and enhance the overall customer experience.
• Other duties as assigned by management within the SAP Environment.
Minimum Requirements: Skills, Experience, Education, Technical/Specialized Knowledge, Certifications, Language
• Must be familiar with SAP ECC 6.0 functionality (EHP 6.0 minimum) and 3 years of working experience in one of the core module of SAP (FICO, PP, MM, SD, PM or CS)
• Bachelor’s degree in Computer Science, Business Administration or Financial Management or related field/foreign equivalent required, Master’s Degree in Computer Science, related field or foreign equivalent highly desired.
• Experience in Industry & Manufacturing domain
• Previous experience in setting up Industry activities in SAP is preferred.
• Experience in working in multiple service delivery teams, on-shore-off-shore
• Understand the integration points with between SAP and Non-SAP Systems
• Customer Service and Results oriented.
• Proven ability to stay organized and the ability to prioritize workload.
• Must have excellent communication skills, both oral and written.
• Ability to work in a team environment including team members both locally and remotely, both foreign and domestic.
Preferred Qualifications
• SAP Certification in one of the core module is preferred.
• Experience with ITSM tools such as ServiceNow for managing the Incidents, Requests and Changes of SAP
• 2 full lifecycle implementation projects either as SME/functional analyst
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