SAP Business Partner
Talent Hackers, Spain
Job Description
Role Mission
Overall Support Governance
Responsible for the supervision of the services provided by our Support Application
Provider around responsibility, covering all applications included.
Act as SLA’s keeper for SAP Area.
High Level escalation point both from business and IT matters.
Business IT processes keeper Core Model’s custodian.
Support scope management and evolution.
Transition to support - sign off for all projects with involvement of SAP area.
Responsible of the accomplishment of audit requirements.
Understand the internal Astara change and release management process.
Ensure the coordination among other support teams to minimize the risk of disruption on
business activities.
Support team relationship
Vendor Management Ability to work with on shore/offshore teams.
Support strategy keeper according Astara Procedures and Rules.
Escalation point to prioritize all requested changes and to approve the Service Requests /
Change requests based on Business Impact and business requirements.
Area validator for SAP and technical changes before promotion to production
environments.
Lead to implement preventive and corrective actions from support perspective.
Work jointly with Support Team in resolution of issues included but not limited to:
SAP Platforms at Astara landscape
Non-SAP Technical Platforms: Mulesoft, Azure, Salesforce.
Lead the coordination with the Astara IT Leads and members.
Coordination for special support activities in the SAP area.
Coordination for Disaster Recovery: involved activities with other Astara Support Leads,
Support Partner, Third Parties and other IT Infrastructure Groups.
Project team relationship
Work in coordination with Project Teams to understand support activity needed for
implementation and any extra support requirement needed after go live: Be aware of
projects under development and understand the impact that may have over support
activities.
Share demand and upcoming projects with support team (dispatchers amp; service
coordination)
Schedule Regression Testing Activities, Review testing scenarios, Regression testing
coordination within IT and business, coordination with third parties in case needed.
Coordinate Transition for Projects to Support (Service Introduction):
planning shared activities (Go-live, hypercare, job shadowing, reverse job
shadowing)
facilitate knowledge transfer sessions
Ensure project documentation is transferred to support team (IP’s, Issues log, test
scripts, approvals, key user’s matrix)
give the signoff approval .
Business Relationship:
Business channel requests about support demand: training, improvements, special
support for weekends, month end, year-end activities and budgeting activities.
Identify business contacts and update accordingly the key user list
Lead and coordinate monthly meetings with the main key users As the function is global
this requires different meeting to adapt to different time zones and locations.
Channel to coordinate with business activities that may require system outages or
disruption on business process Getting business approval for them
Channel to coordinate business regression testing both for applications and infrastructure
changes.
What Makes this a Great Opportunity
Opportunity to help shape the future IT vision and support overall business growth. Become
instrumental part of a global IT team providing services worldwide to the organization, being
responsible for the support of the core Platform systems
o SAP Platforms: Including but not limited to Corporate ERP, Solman,
o Security: Guarantee the appropriate support to security and roles in the areas under
scope
Act as the custodian for the Core systems in the SAP Support Areas.
Act as the liaison between different technical support teams (application support,
Infrastructure Support, Third party technical teams) and project teams.
Growth potential beyond this role, managing an external team of around 20-30 people and
with contact with other IT members and Business Teams
Outcomes/Success Criteria
SLA’s accomplishment:
o Perform a weekly follow up of incoming tickets and backlog and take appropriate
corrective actions in case of deviation, working with our AM partners to ensure SLA’s
are complied with.
o Manage business users’ expectations working collaboratively with managed service
providers, other support and other IT team leads ensuring strong governance.
o Ensure requests are acknowledged and resolved in a timely manner with technical
expertise and a superior level of custom