Ryerson SAP Support Analyst - IL Lisle in Lisle, Illinois
Position Description: Ryerson Inc., one of North America's leading distributor of metals, is currently seeking an SAP Support Analyst. Our Level 2 Team supports remote users in SAP and other related software. This support includes, but is not limited to, providing how-to knowledge to business users, reviewing and publishing training/knowledge documents, analyzing system problems and escalating system issues to appropriate IT teams.
Roles and Responsibilities:
Provide technical assistance and support via phone, email, and chat, for incoming queries and issues related to SAP Sales & SAP Operations issues. This assistance requires independent thinking and analysis (e.g. noting and reporting common trends in call load for escalated resolution of possibly systemic issues), excellent problem-solving skills, the ability to correlate events, and the ability to facilitate the communication between multiple parties from different technical disciplines to resolve complicated issues, and finally communicate the resolution to the affected parties.
Log all support incident interactions and inform management of recurring problems. This includes being able to identify the difference between trends that merit escalation from outlier situations.
Develop, contribute to and maintain a clear and concise knowledgebase (playbook/reference guide/binder) of technical issues and step by step “How-to’s” for use by other technical staff and end users using tools for diagnosis and solution input.
Assist users in various aspects of SAP (including, but not limited to Sales, Operations, Delivery, Invoice and any other type of issue that may occur when user is working through their business processes.
Participate in intra/cross group training and improvement counseling with peer analysts, IT Operations, programmers, and other technical staff as needed.
Communicate clearly, effectively and professionally to all people regardless of role in company
Provide SAP Level II support over the phone, e-mail or through our ITSM software
Resolve simple and complex SAP incidents and manage requests and problems with limited support
Troubleshoot and analyze problems within all SAP modules and other related systems/software (i.e. AS400 legacy system, fax software, etc.)
Escalate incidents and requests via established processes when required
Perform remote control of a workstation to ‘shadow’ users
Able to work independently but also collaborate with team members on resolution to problems
Assist IT teams in various ad hoc activities as needed, such as testing, monitoring, training, creation of job aids, support Business Process Optimization Team, provide level 1 support, etc.
On-call/after-hours support is required as necessary
Able to work flexible hours between 6:30 am – 5:30 pm as needed to provide team coverage
ADDITIONAL RESPONSIBILITIES, TASKS AND OCCASIONAL DUTIES (any support provided beyond primary duties/responsibilities):
Be the primary point of contact through problem diagnosis and resolution.
Help ensure service level agreement (SLA) benchmarks achievement.
Ability to work with all levels of Organization (End-users to VP/EVP’s) in a friendly, professional manner.
Monitor the progress of requests for support and ensure users are kept informed
Spotting problem trends for possible escalation and suggesting system enhancements based on user comments/input.
High school diploma or GED required, 2- or 4-year degree preferred.
2 years of SAP experience (preferred) or other ERP, either as a user or in an IT support role
Experience working in a Call Center or Customer Service role
Must be willing to work outside of normal business hours to support activities and projects when necessary.
Experience in metal industry and applicable industry software a plus.
Understanding Service Desk Metrics, KPIs, and ITIL Best Practices; ability to utilize metrics to improve call volume, user wait time, and abandoned calls.
Self-Motivated with the ability to work in a fast-moving environment.
Quick & accurate typing skills to ensure correct entry of service request details.
Superior customer service and interaction skills.
Demonstrated experience with root cause analysis.
Excellent Oral and written communication skills including technical writing.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex (including gender identity, sexual orientation or preference, and pregnancy), age, national origin, religion, disability or genetic information, marital status, status as a veteran, or any other federal, state or local protected class or artificial barrier.
Job ID: 6006
Functional Area: Information Technology
Position Type: Full-Time Employment
Experience Required: 1 - 3 Years
Department: Information Technology
Education Required: Bachelors Degree Preferred
Relocation Provided: No