Job Summary

The Subject Matter Expert in Support & Operations plays a crucial role in ensuring the timely resolution of escalations and incidents while maintaining adherence to Service Level Agreements (SLAs) and quality standards. This position is essential for enhancing customer satisfaction through effective analysis, mentoring, and communication with key business stakeholders.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents By Utilizing Sox Itgcs And Sap Security & Grc Methodologies, Meeting Or Exceeding The Agreed Slas.
2. Lead Value-Add Activities By Mentoring Team Members, Preparing Standard Operating Procedures (Sops), And Maintaining Comprehensive Documentation, While Facilitating Knowledge Sharing Across The Organization.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance, While Actively Participating In Capacity Planning Discussions To Optimize Operational Efficiency.
4. Foster Positive Customer Feedback And Satisfaction By Engaging In Customer Meetings To Understand And Address Any Issues Faced, Leveraging Sap Security & Grc Insights For Effective Solutions.
5. Validate And Analyze Reports, Including Root Cause Analysis And Trend Analysis, To Enhance Task Performance And Present Findings To Key Business Stakeholders, Driving Continuous Improvement Initiatives.

Skill Requirements

1. Strong Understanding Of Sox Itgcs And Compliance Frameworks.
2. Proficient In Sap Security & Grc Methodologies And Tools.
3. Solid Analytical Skills For Performing Root Cause Analysis And Trend Analysis.
4. Excellent Communication And Presentation Skills For Stakeholder Engagement.
5. Familiarity With Capacity Planning And Change Management Processes.

Other Requirements

1. Optional But Valuable Certifications: Certified Information Systems Auditor (Cisa), Certified In Risk And Information Systems Control (Crisc), Or Sap Certified Technology Associate