Job Summary

The Subject Matter Expert (Support & Ops) for SAP Security & GRC is pivotal in ensuring the timely resolution of escalated incidents while adhering to quality standards and service level agreements (SLAs). This role emphasizes fostering positive customer experiences through effective communication, mentoring, and strategic analysis, ultimately contributing to the overall success of support operations.

Key Responsibilities

1. Ensure The On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents By Analyzing Issues Within Sap Security & Grc Frameworks, Adhering Strictly To Agreed Slas.
2. Mentor Administrators And Team Members While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation To Enhance Operational Efficiency And Knowledge Sharing.
3. Validate Change Order Implementation Plans And Human Error Compliance By Applying Best Practices In Sap Security & Grc, And Actively Participate In Capacity Planning Initiatives.
4. Facilitate Positive Customer Feedback By Engaging In Customer Meetings To Understand And Address Issues Related To Sap Security & Grc, Ensuring Satisfaction And Trust.
5. Conduct Thorough Analyses, Including Root Cause Analysis And Trend Analysis, To Validate Findings And Generate Performance Reports For Presentation To Key Business Stakeholders.

Skill Requirements

1. In-Depth Knowledge Of Sap Security & Grc Principles And Practices
2. Strong Analytical Skills With The Ability To Perform Root Cause And Trend Analysis
3. Excellent Communication And Presentation Skills For Effective Stakeholder Engagement
4. Proficiency In Preparing Documentation And Standard Operating Procedures
5. Ability To Mentor And Guide Team Members In Sap Security & Grc Practices

Other Requirements

1. Sap Certified Technology Associate Security With Sap Authorization
2. Sap Certified Application Associate Governance, Risk And Compliance (Grc) (Optional But Valuable