SAP Service Desk Trainee

hace 4 días

Guadalajara, México AstraZeneca A tiempo completo

**Accountabilities**:
The SAP Service Desk Trainee is a 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.

**Qualitifications**:

- 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.

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