Thermo Fisher Scientific Sr. SAP OTC Functional Analyst in Carlsbad, California

Job Description

Position Summary:

The Functional Support Lead – Order to Cash (OTC) for the US is responsible for managing the effective and efficient delivery of the SAP application maintenance service within a designated function (OTC) and designated region (US) across all EAS supported instances of SAP and all Business Groups / Divisions that utilize SAP. The Functional Support Lead – OTC for the US will collaborate closely with other Functional Support Lead – OTC’s that are responsible for OTC application maintenance service delivery in other regions to deliver a “follow the sun” SAP service delivery model. The Functional Support Lead – OTC for the US will be accountable for all OTC SAP Service Delivery matters within the region and as such will be the key contact for businesses that are enabled by EAS supported SAP instances (PR1, C11, ROC, LSG) in addition to the other groups within EAS that support the delivery of SAP. The Functional Support Lead – OTC for the US will be responsible for ensuring that SLA’s are met and appropriate strategies, processes and tools are implemented to improve OTC SAP service delivery within the region. The Functional Support Lead – OTC for the US will achieve this through the effective collaboration with resources in other regions and the TDC in Bangalore.

Key Responsibilities:

  • Effective and efficient management of all SAP - OTC Service Delivery activity within the region

  • Management and accountability for the achievement of all OTC Metrics (SLAs) within the region;

  • Incidents and Problems

  • Service Requests

  • Management of Root Cause Analysis for all OTC incidents to ensure that underlying causes are eradicated and incidents reduced

  • Effectively manage the relationship with internal business customers within the region

  • Provide monthly report out of SAP - OTC Service Delivery metrics to business partners

  • Co-ordination with super users in resolving incidents that are opened on a day to day basis

  • Perform Configuration, Unit and Integration testing activities

  • Effective interaction and coordination with the various internal vendor teams to ensure the closure of incidents, problems and service requests within defined SLA’s

  • Resolution of cross functional issues with different user groups and SAP teams

  • Collaborate with other Functional Support Lead – OTC’s to deliver a seamless “follow the sun” support model

  • Search and apply OSS notes where appropriate

  • Gather and effectively use data OTC data to deliver continuous improvement

  • Actively participate in MIM calls and Post-Mortem Reviews

  • Align with Global Incident Manager

  • Align with Global Problem Manager

  • Align with MIM Team

  • Willingness to engage in Enhancement and Project Delivery activities when required on a rotational basis

Minimum Requirements/Qualifications:

  • Bachelor’s Degree in Computer Science, Business Management, Project Management or Management Information Systems or equivalent work experience acceptable

  • Minimum of 3- 5 years of ERP Service Delivery experience in the OTC area

  • This should include experience in the SAP modules of Ordering, Delivery and Billing, with a broad experience of the functionality within these modules.

  • Demonstrated experience with service delivery / ITIL

  • 5 years of experience in a similarly complex technical organization

  • Must have the ability to question the status quo

  • Ability to explain and champion detailed technical concepts to peers and management

  • Ability to translate details into specific tasks needed to accomplish a task or solve a problem

  • Excellent customer service skills required

  • Ability to problem solve and work well in complex, ambiguous situations

  • Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts

  • Proven ability to work creatively and analytically in a problem-solving environment

  • Proven ability to navigate the technology environment and work effectively with multiple groups around the globe

  • Excellent interpersonal, written, and verbal communication skills, including ability to communicate information to both technical and non-technical staff and management

  • Strong negotiation/persuasion and analytical skills

  • Ability to communicate and manage in a matrix organization with multiple business partners and IT colleagues in a virtual environment Non-Negotiable Hiring Criteria:

  • ERP/SAP Service Delivery experience with evidence of being able to deliver continuous improvement

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.