Sap Consultant

Job Description: Level 2: (Spanish Speaking) IDM Function: iAction / iSolve

Provides day to day, end to end ownership to issues assigned to him/her. Plans, coordinates and supports business processes, systems, and users to deliver service level requirements by applying one's technical, functional, and ITIL knowledge. Ensures that issues handled fall within quality parameters (ISO, Internal Audits, CSA etc.). Acquires expertise and in-depth solution knowledge for his/her area. Provides specialized skills and knowledge of a domain (technical, business and/or application) that helps to ensure rapid resolution. Utilizes professional concepts and theoretical knowledge acquired through specialized training, education, or previous experiences. Makes service improvement suggestions to Row Leaders & Team Leaders. May be assigned to own some action plan items as part of the overall service improvement program. Trains IM peers according to his area of responsibility or expertise. Generates job-aids and other documented knowledge on an ongoing basis. Ensures that issues assigned are properly escalated horizontally and vertically within target timescales. Ensures that tickets are properly handed over (updated, next steps, etc.) and coordinated with the shift duty manager.
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