Senior Managed Services Basis Consultant

2 weeks ago

Glasgow, United Kingdom NTT DATA Business Solutions Full time

**SAP Basis Support Consultant**

**Managed Services - About Us**
- **Position Description**:
The SAP Basis Support Consultant is responsible for delivering Technical Management Services per the contractual agreements with customers. In addition, they provide SAP technical support to the current ERP and Business Analytics install base (circa 300 customers) as well as providing technical support to the internal NTT Data Business Solutions AMS and consulting teams. In this role, the consultant is responsible for delivering high customer satisfaction to all NTT Data Business Solutions customers. As a SAP Basis consultant they are expected to act as mentor and knowledge base for the junior SAP Basis team members.
- **Responsibilities**:

- _Understand the complexity of SAP Abap systems._
- _Understand the complexity of SAP Java._
- _Understand and be able to administer multiple database architectures, SAP Hana, SQL, Oracle, DB2, SAPDB (MaxDB) and Syabse ASE_
- _Provide support for any SAP Basis P1 issues and drive through to resolution within agreed SLA’s_
- _Monitor the Solution Manager Service desk for any incidents assigned to the Basis queue_
- _Work all incidents to a satisfactory conclusion and within agreed SLA’s_
- _Where appropriate ensure that the incident status is correctly set to reflect SLA targets_
- _Understand the specific requirements of customer contracts e.g. Transport Management, roles and authorisations _
- _Facilitate the maintenance optimiser download baskets for customers_
- _Maintain the saprouter license for maintenance customers who request that support from NTT Data Business Solutions_
- _Execution and distribution of Early Watch Reports for the maintenance customer base_
- _Support out of hours requests for system stop/starts_
- _Perform client copies as requested by the customers_
- _Perform system refreshes as requested by the customers_
- _Work with SAP on any incidents escalated to SAP support._
- _Perform SAP security tasks to create users and profiles and debug authorisation issues_
- _Perform Basis service reviews for customers highlighting areas of potential exposure on supported installation levels_
- _Perform SAP Enhancement Package upgrades_
- _Perform SAP migrations ( heterogeneous and homogeneous )_
- _Experience of supporting multiple customers_
- _
- **Customer Relationship Management**
- Cultivate professional relationships with clients
- Act as a liaison between customer and SAP to help expedite customer related issues
- **Key contact with SAP**
- Cultivate professional relationship with SAP contacts
- **Measures**:

- **Customer Satisfaction**
- Meet or exceed targets
- **Personal Development**
- Completion of development objectives as defined in annual performance review

**Contacts**:

- **Internal Integration**
- Maintenance Support Team
- Application Support Team
- Hosting Centre Team - internal and 3rd party
- SAP Field Consultants
- Commercial team
- Account Management team
- **External Alignment**
- Customers
- SAP
- **Knowledge**:

- _SAP Technical Knowledge _
- _NWA Administration_
- _SAP Enterprise Administration_
- _Database administration (SAP Hana, SQL, Oracle, DB2, SAPDB (MaxDB) )_
- _Operating system administration ( Windows, Unix/AIX )_
- _Solution Manager system landscape configuration _
- _SAP Security and Authorisations_
- Industry Experience
- Awareness of NTT Data Business Solutions Ltd as a Company and its service offerings
- **Skills**:

- _Organisation_
- _Problem Solving_
- _Communication_
- _Strategic Thinking_
- _Creative Thinking_
- _End User Support_
- _Expectation Setting_
- _Relationship Building_

***
- **Attributes**:

- _Results Oriented_
- _Customer Focused_
- _Solution Oriented_
- _Business Judgment_
- _Persuasive / Motivation_
- _Collaborative_
- _Influence_
- _Integrity_
- **Experience**:

- Experienced SAP Technical support and/or field consultant with a proven track record
- _Experience across multiple industries, multiple platforms _
- _Experience across multiple SAP versions ( S/4, R/3, ECC, NW )_
- _Experience across multiple SAP landscapes ( ECC, PI, BI, BI-Java, CRM, SCM, HR, Enterprise Portals, Hana )_
- _System support (client or consulting) experience _
- _Experience of call logging systems_
- _Experience of using Solution Manager for landscape configuration and maintenance optimizer _
- _Experience of SAP Security and Authorisations_
- **Education**:

- Degree or equivalent required.
- SAP relevant support certifications attained, specifically BOSUP, HANASUP
- **Reporting**:

- Position reports to UK Technical Support Team Lead
- Position has no direct reports
- **Schedule**:

- Position is full-time
- Working hours are 9am till 5pm Monday to Friday
- Out of hours working required to support customer projects
- **Location / Travel**
- Glasgow Office or Remote UK

**Get empowered by NTT DATA Business Solutions**

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