SAP /Applications Service Analyst

UK Power Networks (Operations) Ltd
Crawley, West Sussex
£30000 - £40000/annum
16 Jun 2017
16 Jul 2017
Contract Type
Full Time
Job Purpose:
IT Operations is primarily outsourced to a selection of managed Service providers with the Application suite itself involving a number of Suppliers providing support

The SAP Applications Service Analyst role has been created to assist with the management and Service Delivery of the supplier involved in SAP Support to UKPN

The role will involve :
- Ensuring effective delivery to the business.
- Drive forward a culture of service improvement focused on customer satisfaction and ensuring delivery against SLAs.
- Provide analytical insight to the IS Operations team to help improve the service and drive a service culture.
- Provide support for the management activities into the business, whilst overseeing the delivery of operational services provided by the SAP Supplier

Responsibilities & Accountabilities
- Assist with building and improving strong relationships within the wider IS department and the business and promoting IS Operations activities/initiatives
- Support the ITIL processes being followed to maximize delivery
- Provide support with the incident and request management processes relating to SAP Application suite
- Provide support with initiatives to proactively manage and reduce incidents and especially Aged tickets
- Provide support to help reduce the number of bounced tickets/reassignments between resolver groups through proactive management
- Provide support to the IS change management process and ensure processes are followed, driving down emergency changes and identifying standard changes
- Involvement from IS Operations SAP Applications perspective within the Service Introduction process
- Support the Major Incident Management process to help ensure SAP major incidents are resolved as quickly as possible and ensuring the process is followed
- Participate in meetings with Business and stakeholders to help understand where Service Delivery can be improved and understand the organizational challenges they face
- Support initiatives and actions/plans to resolve these issues/challenges
- Provide support to the UKPN Customer Satisfaction process and be involved in improvements and initiatives
- Work closely with the IS Operations management team, providing analysis of trends to help remove problems within the estate and providing supporting evidence to help Tower Managers manage 3rd party suppliers
- Participation in wider IS Projects, consulting and assisting from an IS Operations perspective and providing assistance to the projects from an SAP Applications perspective
- Participation with the management of SAP system upgrades/patching/changes and working with Supplier to deliver the changes with minimal business interruption

Skills, Qualifications & Requirements
- SAP ECC and SAP CRM Experience essential
- Good knowledge of SAP Modules (FICO, PM etc) and other applications (EP, BI etc) would be a bonus
- Good knowledge of Operating Systems, Computers and Applications Software involved with SAP
- Previous experience in a similar role
- Proactive can-do attitude
- Good problem solving skills
- Experience of analysing data and producing reports/trackers
- Excellent verbal and written communication skills
- Action oriented individual with a strong results driven mentality
- Good interpersonal skills
- Team Player
- ITIL V3 Foundation, would be a bonus
- Knowledge/experience of ITSM Tools (ie Remedy/Service Now) would be bonus

Health & Safety Responsibilities

Managers and supervisors carry both legal and company responsibilities for ensuring the health and safety of their employees, those under their control and those who might be affected by the work undertaken, i.e. public, visitors and employees of other organisations. This includes briefing individuals working for them and ensuring there is the necessary understanding, competence and application of requirements to work safely and without harming the environment.

Employees are responsible for ensuring they fully understand the health and safety risks involved in their work activities and their responsibility to apply the controls needed to manage those risks to acceptable levels. Similarly where work activities can have an adverse impact upon the environment, and particularly where there are legal requirements, employees are responsible for understanding those impacts and the controls they must ensure are applied