SAP Service Desk Trainee

hace 6 meses

Guadalajara, México AstraZeneca A tiempo completo

**SAP Service Desk Trainee**

**About the AstraZeneca**

AstraZeneca has a significant SAP estate with multiple regional ERP systems and multiple global systems, such as APO, BI and PI. The responsibility for running this estate lies with the AZ SAP Team who are part of the AZ IT Software Shared Service function. The AZ SAP Team is regionally based, in Europe, Asia and the Americas plus teams in the GTC in Chennai and Guadalajara.

**About the team**

At AstraZeneca every one of our employees makes a difference to patient lives every day. Our science lives beyond our labs -our global perspective means we use talent and expertise from all over the world to make our medicines a success. The Global Meetings and Events (GME) team sits within the Global Business Services (GBS) organization and is responsible for implementing and executing a global Strategic Meetings Management Program (SMMP) across Commercial, Enabling Units and Science Units.

**About The role**

The AZ SAP Team members that are co-located regionally with other AZ IT and business teams have a particular responsibility to ensure that SAP in AZ is customer facing from a project and service perspective. In addition, the co-located team members also lead in ensuring that the knowledge relating to the particular, specific SAP based solutions for AZ is safeguarded and made available to the business.

**Accountabilities**

The SAP Service Desk Trainee is role that will operate in a regional and global capacity with the following accountabilities:
Service Management
- Triage & Escalation of incidents received in SAP Service Desk group to the relevant SAP Resolver group.
- Resolution of recurrent and/or documented known SAP issues.
- Engage SAP Resolver groups in high priority incidents.
- Use of dual ITSM tools for Service Management: Service Now & SAP Solution Manager.

Release Management
- Working with other SAP Release Managers, Project Managers and Architects, assist in maintaining Release plans for SAP systems.
- Support in running the Release Governance process on a day to day basis.
- Help to ensure Solution Manager data is kept up to date reflecting decisions made in Release Governance
- Execute the Release Monthly Gates: Release to Quality System, Release to Pre-Production system and Release to Production.
- Analyze & troubleshoot issues related with Change Documents in SAP Solution Manager raised by AZ SAP Team colleagues.

Job Scheduling
- Setup SAP programs to execute automatically by using SAP Business Process Automation (BPA) and SAP Scheduler.
- Execute ad-hoc jobs in SAP.
- Execute SOx controls on automated jobs.
- Execution of Start of Day Checks related to job failures.

System Refresh
- Coordinate with AZ SAP Team colleagues to drive the completion of the Pre-System refresh activities and the Post-System refresh activities.
- Re-import the in-flight changes into the refreshed non-Production system.

**Requirements**:
**Essential**
- Fluent in English (Written and verbal).
- Excellent communication and interpersonal skills.
- Self-motivated, quick learner and team player.
- Be able to communicate and work with colleagues globally.
- ITIL Process Understanding.
- 0-2 years in a similar Service Desk, Customer Service, Support Entry Level position.

**Desirable**
- 6+ months in project management or project support, with evidence of meeting delivery, quality, and compliance standards
- Proven skills in managing and controlling project budgets
- Good communication and relationship skills
- Knowledge and experience of working with suppliers
- Experience of working in structured frameworks, such as ITIL and Prince 2
- Customer focussed
- Good leadership skills
- Knowledge or previous experience of tools, particularly Solution Manager, a plus
- Must be able to perform as an effective member in a team-oriented environment, maintain a positive attitude, and achieve desired results while working with limited supervision.
- Ability to manage time and priorities to manage multiple projects and stakeholders simultaneously
- Able to travel to support project release management work (majority of work is at base location, but must be prepared to travel regionally and occasionally globally as required)

**Why AstraZeneca?**

At AstraZeneca when we see an opportunity for change, we seize it and make it happen, because any opportunity no matter how small, can be the start of something big. Delivering life-changing medicines is about being entrepreneurial - finding those moments and recognising their potential. Join us on our journey of building a new kind of organisation to reset expectations of what a bio-pharmaceutical company can be. This means we’re opening new ways to work, pioneering cutting edge methods and bringing unexpected teams together.

Interested? Come and join our journey.

**So, what’s next**

Are you already imagining yourself joining our team? Good, because we can’t wait to hear from you.

**Where can I find out more?**

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