Role     

We are currently seeking to hire SAP Support Analyst for a permanent opportunity, based in Dublin.

As a SAP Support Analyst you will be a member of the KPMG Ireland IT organisation, working as 2nd level support for the IT organisation and the Firm.  The role will primarily involve supporting KPMG business applications, SAP, information systems, security, and business-to-business communications. You are to deliver a high quality of service, to both the IT organisation and the Firm. In order to achieve the objectives for the department and Firm, you will require excellent communication and project management skills, to ensure deadlines are completed – both on time and on budget.

The ideal candidate should have the ability to analyse business requirements, together with a pro-active attitude and be able to work alongside business and technical teams. 

We ideally need you to have the following on your CV:

• A Degree in Computer Science, Information Technology, Software Engineering, Business Information Systems, Engineering, Science or a related discipline is an advantage. 
• Excellent diagnostic and analytical skills. Prior experience working with technical/business teams providing insights on projects.
• Experience of ERP systems (preferably SAP) and business intelligence systems is a strong advantage.
• Previous experience in an application support environment role and have a structural approach to troubleshooting.
• Experience and/or demonstrate competencies in conducting investigations, problem solving, and project management.
• Understanding of project management concepts plus knowledge of business and financial processes an advantage.
• Strong technical knowledge; this role does not require a development background, but any successful candidate should be comfortable discussing issues with both technical and business teams.
• Strong inter-personal and communications skills.
   Ability to interpret business requirements and understand of IT concepts and terminology in order to preparing functional specifications.
• Ability to interact and communicate with colleagues efficiently and effectively work in cross-functional team environments, as well as independently.

Your work will be varied. Below will be some of your core responsibilities:

• Report to the SAP IT Manager and work as part of the SAP Support team providing guidance and technical expertise to internal SAP users. 
• Provide “Business As Usual” (BAU) support of every day break/fix issues, enhancement identification and delivery of solution improvements, as well as support for ongoing or future projects.
• Assist in continuous improvement efforts to enhance system performance and to provide enhanced functionality. Work across the organisation to identify any potential gaps in current processes.
• Interact with business users to assess incoming requirements and perform business requirements analysis documentation.
• Documentation Control (create/maintain technical/business process documents). Deconstruct and express complex information in clear and unambiguous documentation.
• Investigate and resolve issues that are reported through the ticket support tool, manage the incoming ticket queue to ensure SLAs are met. Diagnose, analyse, and reproduce issues to understand their root cause. 
• Escalate issues internally/externally and work alongside external SAP support provider to resolve tickets in a timely and efficient manner.
• Adhere to change control processes for testing & implementing system changes, fixes, enhancements. Providing application support during deployment projects.
• Work with internal departments and establish internal business relationships.
• Adhere to KPMG security policies, processes, and procedures.
• Day-to-day project management, providing accurate reporting and business intelligence throughout projects. Proactively and reactively deliver on continuous improvement processes.