Job Listing

JOB DESCRIPTION

Objective 

To ensure Business Application Support and Project-Manage New or Enhance Business Application Projects

Responsibilities

SAP Function

• Responsible for all aspects of managing the regional SAP day to day operation of the Company's Regional SAP Landscape.
• Managing the first line of support ensuring Incident Management and Change Request comply with the process defined with complete information and understanding.
• Managing SAP Application Outsource Team and coordinating regular support review meetings to ensure SLA’s are being met
• Ensuring Support calls are effectively triaged and resolved in a timely way as well as setting the priority of calls.
• Ensuring the integrity of the SAP landscape (functional consistency) and proactively working with 3rd Parties to ensure it is patched and maintained in line with current best practice.
• Reviewing Incident Management/Change Request Quotes from SAP Application Outsource Team and ensuring the Company gets maximum value from its suppliers.
• Complying to the defined best practice SAP support and change control processes.
• Ensuring systems are managed efficiently, are resilient, backed up appropriately and that a DR solution is in place and tested annually with the SAP Application/Infrastructure Outsourcing team.
• To ensure to Disaster Recovery Plan and Business Continuity Plan.

Business System Application (BSA) Function

• Other applications to be supported include, but are not limited to, the following:
• Asia Pacific Authorization System (APAS)
• Asset Library System (ALS)
• Sales Cloud - Salesforce.com
• E-Learning
• Business Intelligence Platform and Visualization Tools
• SAP Concur

Teamwork & Collaboration

• Working with the Technical and functional teams to triage and work upon BSA support calls
• Partnership with Business, IT, the BSA Program, and other support teams to coordinate and facilitate the scheduling, incident triage, and timely resolution of production issues
• Work with IT management to provide required management information on a regular basis to set systems performance KPIs (Key Performance Indicators) and SLAs (Service Level Agreements).
• Working with the Application Outsource Team to ensure the FUJIFILM SAP / BSA support function works effectively
• Facilitating regular support review meetings
• Support business activities around new projects and major events in addition to scalability planning. Lead system scale initiatives to prepare for high volume events and seasonal peaks.

Expertise

• Responsible for overall development & execution of business production support process and incident management.
• Responsible for SAP /BSA Incident and Change Management.
• Working with Information Systems & Technology applications, infrastructure, business, and project teams to define processes and procedures to monitor systems, rapidly respond to incident tickets and provide status to management on business impact.

Performance

• Provide status updates to management on critical issues, business impact, and resolution plans.
• Taking a lead role during critical management situations and organize support teams towards impact mitigation.
• Invoke the crisis management process and follow-up on issues root cause resolution with corrective/preventive measures.
• Perform coordination for major problems and address issues resolution. Act as a communication hub, and setup and moderate conference calls with business and Corporate IT to address issues escalations.

Integrity

• Ensure smooth handover and implementation of new functionality. Develop strong working relationships with other application support teams and participate in end-to-end operation data flow reviews.
• Early engagement in the application life cycle process and collaboration with project teams in defining business support models consistent with defined overall production/application support strategy and approach.

Best People

• Provides effective change leadership in driving continuous improvements and innovation in the business focus production support area.
• Recommend tools and/or processes to streamline Incident Management processes.

Customer Focus

• Work with IT and Project teams to ensure submitted system enhancements/changes have undergone adequate functional & volume testing before release to production.