We are seeking a skilled SAP & Salesforce.com Support Lead to join our team. The ideal candidate will be responsible for providing expert support and guidance for both SAP and Salesforce.com systems, ensuring smooth operations and enhancing user experience. This role will involve leading a team of support analysts, collaborating with cross-functional teams, and driving continuous improvement initiatives.
Key Responsibilities:
- Lead and mentor a team of SAP and Salesforce.com support analysts.
- Manage day-to-day support operations, ensuring timely resolution of issues.
- Oversee the configuration, maintenance, and enhancement of SAP and Salesforce.com systems.
- Monitor system performance and implement optimizations to improve efficiency.
- Serve as the primary point of contact for users regarding SAP and Salesforce.com inquiries and issues.
- Provide training and guidance to users on best practices and system functionalities
- Identify, log, and track incidents and problems, ensuring they are resolved in a timely manner.
- Conduct root cause analysis and implement corrective actions to prevent recurrence.
Collaboration:
- Work closely with IT, business stakeholders, and our staff to align system capabilities with business needs.
- Collaborate on projects related to system upgrades, integrations, and enhancements.
- Prepare regular reports on support metrics, system performance, and user feedback.
- Drive initiatives to enhance the support process and user experience.
- Stay current with SAP and Salesforce.com updates and industry trends.
Qualifications:
- Bachelor’s degree in Information Technology, Business Administration, or a related field.
- 5+ years of experience in SAP and Salesforce.com support or administration.
- Strong understanding of SAP S4 Public Cloud and On Premise solutions including modules (e.g., SAC, Sales Cloud, PS, SD, MM, FI) and Salesforce.com CPQ functionality.
- Proven leadership experience, with the ability to motivate and develop a team.
- Excellent problem-solving skills and attention to detail.
- Strong communication and interpersonal skills.
- Experience with ticketing systems and support methodologies (ITIL preferred).
Preferred Qualifications:
- SAP certification(s) and/or Salesforce.com certification(s).
- Experience with system integrations and data migration.
- Familiarity with SAP Activate Methodology
