About the position
Introduction
The Senior Team Lead of the SAP Retail Support team provides functional SAP Retail and EDI Delivery, Operations support & Production support (incidents, problems, known errors, service requests) with agreed schedules through analysis, configuration, design, testing and implementation of the SAP Retail and EDI solutions.
Duties & Responsibilities
SAP Retail and EDI Service Delivery
Provide high class functional consulting services for SAP Retail and EDI related projects and enhancements
Assist SAP RETAIL Capability Lead & SAP RETAIL Solution Architects where and when required
Monitor production support calls regularly-assign/follow up with the team
Empower new team members (KT sessions, upskilling, induction etc.)
Analyse trends, establish the cause of repeated incidents and recommend resolutions (root cause) or procedural process changes
Ensure consistency, completeness and clarity on own deliverables and their acceptance
Ensure that all potential risks that may impact on the performance and success of the department are identified, escalated and mitigated
Provide second level incident support to the business by analysing and clarifying the issue and resolving issues within the agreed service agreement (SLA)
Knowledge Management & Transfer
Knowledge creation and storage. e.g.: Document all new/changed processes/activities, configuration and other SDLC documentation and store on the knowledge management server
Knowledge dissemination from team lead to team and within team
Facilitating and enabling mentoring from the BUILD team to the RUN team
Facilitating and enabling handovers from the BUILD team to the RUN team
Process Optimization
Ensure high quality work processes to ensure a high-quality solution
Create re-usable solutions and processes that can save time, efforts and result in better quality
Improve and ensure business compliance to process and procedures
Adhere to, support and improve change control, change request and document management policies
Ensure Operations support report and Production support calls report is produced on weekly basis
Delivering results and meeting customer expectations
Always works to the required standard and consistently achieves work goals
Monitors own and team's workload and manages deliverables accordingly
Ensure alignment across SAP Modules and non-SAP systems.
Facilitating the discussion and resolution of design / programming issues / functional issues with the business/SDM/IT stakeholders as appropriate
Competencies
Desired Experience & Qualification
Diploma or certificate/Tertiary qualification in information systems/business (preferred)
SAP RETAIL Certification (preferred)
Experience in RETAIL and Supplier Relationship processes, SAP Master Data, Integration experience and CIC (essential)
Good understanding of SAP Pricing and Promotional activities in Retail environment (essential)
Experience in writing high quality ABAP functional specs, SAP PI specs (essential)
Candidate must have good analytical, problem solving/debugging skills, and good oral and written communication
Computer literate: MS Office (essential)
Minimum of 3 years SAP RETAIL experience (functional analysis, implementation and configuration experience ) - (essential)
Minimum of 3 year working on medium to high profile projects (essential)
Experience in a retail support environment (preferred)
Knowledge of Middleware, SAP PI and integration with non-SAP systems (essential)
Minimum of 3 years EDI project or rollout and implementation experience (working with Business, External clients -3rd parties and Suppliers, integration platform solutions experience, Supplier Portal/Website requirement management)
Competencies
Effective Communication
Presenting and Communicating information - Speaks fluently; expresses opinions, information and key points of an argument clearly
Produces written material that is complete, clear, correct and logically structured. Avoids the unnecessary use of jargon or complicated language
Providing the status of the team's progress to applicable stakeholders
Problem Solving
Analyses information to help solve problems that arise. Notices when a trend is developing that needs to be corrected. Will ask questions when not sure
Demonstrates the technical knowledge to effectively carry job responsibilities. Develops knowledge through personal development
Comes up with new ideas or ways of doing things. Learning and Researching
Proactive and Accountable
Achieving personal work goals and objectives - Accepts new and more difficult tasks with enthusiasm and is willing to go the extra mile when necessary. Identifies certain of own development needs and makes the most of developmental or training opportunities
Adapting and responding to change - Does not mind when tasks change at the last minute. Adapts behaviour to suit different people or situations.
Inspiring leadership
Deciding and Initiating
Preparing evaluations / performance feedback for team members
Attract, Develop and Retain Staff Component
Adheres to principles and values
Coping with Pressure and Setbacks
Relating and networking
Working with people
