SAP Support Analyst

Requisition ID: 94921 

Job Category: Information Technology 

Location: Johannesburg, Gauteng, South Africa 
 

Join a company that is passionately committed to the pursuit of a better world through positive change. With more than 65 years of business and technical expertise in mining, energy, and infrastructure, our 10,000 colleagues in 150 countries tirelessly work toward bettering the industries in which we operate. With practical solutions that are safe, innovative and sustainable, we think globally while acting locally. Are you looking for an opportunity to join a diverse group of professionals who are committed to remaining exceptional? We look forward to hearing from you.

As part of our Shared Services group, comprised of Finance, Marketing, Communications, Human Resources, Commercial, Legal and Facilities, we support the business achieve their goals through a range of strong technical capabilities. We ensure delivery of services through the skills of our people, methodologies, and systems.
 

Looking to take the next step in your career? Hatch is currently seeking a highly motivated SAP Support Analyst to join the Digital group in Johannesburg, SA. 

Digital solutions have become a key component of the strategic direction and vision of today’s modern organizations. Hatch is at the forefront of successfully implementing emerging digital services into our clients’ projects and operations that can unlock a step change in their performance.
 
Join our diverse team and award-winning culture and be part of our clients’ digital transformation journey by working to define the best methods and making sure they are supported by the right technology and an enabled workforce. This journey will lead to improve project outcomes, being able to leverage the digital twin, systems integration and interoperability, support for decision-making, autonomous execution, and integrated operations and performance centers.   
 

Summary

The SAP Support Analyst supports the Hatch Project Management process, which is mainly comprised of the SAP PS (Project Systems) and HCM Timesheets modules, as well as other non-SAP solutions (Omega 360 PIMS module).

The Support Analyst will play an important role in user support, with the responsibility to assist users, trouble shoot and take on tasks to ensure that users are able to manage their engagements in an efficient manner. They are responsible for problem ownership and resolution, combined with superior customer satisfaction and service level attainment, for any support requests.
 
The Support Analyst interacts directly with end users to help them troubleshoot and resolve technical problems they may encounter. They assume full ownership of the support request, ensuring it is resolved in a timely manner, or escalated appropriately to other support analysts, IT, the Functional team or Functional Support for review and input.  
The Support Analyst will support users on every continent and must be flexible as to working hours. Working hours will frequently overlap North American or Australian time zones.

 
Responsibilities

• Manage, support, co-ordinate and resolve issues relating to the Project Management lifecycle, which includes SAP applications (Project Systems and Timesheet Processing) and non-SAP applications.
• Provide first level support by identifying and resolving system problems and assisting end users as required.
• Serve as contact between service desk, ICT, other administrators, functional support, users and the SAP team who provide third level support and implement enhancements and new solutions.
• Responsible for problem management activities such as issue resolution and root cause analysis, combined with superior customer satisfaction
• Work on and close out tickets in the Hatch Zendesk System, while adhering to SLA’s, standards, and processes for systems at Hatch.
• Manage your assigned ticket queue, and escalate any issues as required.
• Identify and document proactive solutions for recurring issues.
• Monitor integrations with external systems.
• Assist with system testing, training and documentation.
• Maintain current knowledge of relevant technologies as assigned

Qualifications

Skills, Education and Experience

• BA or BSc degree in Business or Business and Computer Science / Information Systems or the equivalent Business and Project Management / Project Cost Control application experience
• 3+ years of hands-on experience using or supporting a Project Management / Project Cost Control application
• Understanding of concepts surrounding project cost control   
• Experience in ticket / issue resolution and best practice approaches to user support
• Excellent problem solving/analytical skills and attention to detail
• Strong written and verbal communication skills, excellent interpersonal skills, and customer focus
• Results-oriented, self-starter, capable of working independently and within a team environment to meet deadlines with minimal supervision
• Flexible and able to adapt to changing circumstances or requirements
• Demonstrated ability to learn new concepts
• Ability to effectively interface with staff at all organizational levels

Nice to Have

• 3 years of experience with the SAP PS (Project Systems) module
• Exposure to the following SAP Areas: Finance, Timesheets (CATS), Resource Related Billing, and Results Analysis.
• Understand EPCM / Professional Services project-related business processes
• Experience with Omega 360 PIMS

Why join us?

• Work with great people to make a difference
• Collaborate on exciting projects to develop innovative solutions
• Top employer

What we offer you:

• Flexible work environment
• Long term career development
• Think globally, work locally

Don't meet every single requirement? You don't need to. At Hatch, we are building a diverse, inclusive workplace that fosters innovation. If you're interested in this role, we encourage you to apply even if your past experiences don't perfectly align with the skills we've listed.

We're committed to fostering a workforce that reflects the diversity of the communities in which we operate and serve. Hatch is an Equal Opportunity Employer that considers applicants without regard to age, race, color, national origin, citizenship, religion, creed, gender, sexual orientation, marital status, disability, or any other protected status. If you have any accommodation requirements, please let us know. We'll do our best to meet your needs in accordance with applicable local legislation.

In order to consider any application for employment, we will have to process your personal information.

A law, known as the Protection of Personal Information Act, 4 of 2013 (POPIA) provides that when one processes another's personal information, such collection, retention, dissemination and use of that person's personal information must be done in a lawful and transparent manner.

In order to give effect to this right, we are under a duty to provide you with a number of details pertaining to the processing of your personal information. These details are housed under the Hatch HR Processing Notice which can be accessed and viewed on the Hatch website: https://www.hatch.com/About-Us/Privacy-Statement-South-Africa, which HR Processing Notice we request you kindly download and read.

 #LI-DM4