SAP Business One Support Consultant

About Sapphire Systems:

Sapphire is the largest digital operating transformation provider to the mid-market and mid-enterprise clients. Our mission is to turn operating friction into digital business momentum. Through the passion and expertise of our people, we unlock the cloud-delivered operating platforms, digital user experiences, data analytics, and intelligent automation that transforms our client’s operational performance. We are globally significant partners for SAP, ServiceNow, Automation Anywhere, Infor, Hexagon and AWS, and we have transformed the digital operating capacity, capability, intelligence and resilience of over 1,250 clients in the UK and US through our portfolio of consulting, design, delivery, lifecycle service, and cloud services.

Job Summary:

The SAP Business One Support Consultant will work within a dedicated 24x5 support function to provide a customer focused service across our existing SAP Business One Customer base across the globe. The individual will be a Customer focused IT professional with a diversified background in SAP application support across a variety of industries. The role will provide application support to a large Customer base while working in conjunction with other departments within the global Sapphire organization. Strong technical abilities will be critical in identifying solutions and assisting with any issues as they arise. The role is predominantly shifted within US working hours (08:00 to 18:00) with no travel expected. However, due to the nature of the services provided, some flexibility around these hours will be required based on global delivery requirements.

Requirements

Key Responsibilities:

• Provide application support across the SAP Business One software and the associated integrations/add-ons through telephony, e-mail, and self-service tools
• Log and update Incidents and Requests (within the ticket management tool) with the relevant actions to keeps Customers and others informed of ticket progress
• Diagnose, troubleshoot, and resolve unique, nonrecurring problems while classifying the impact and urgency of the ticket and determining the source of issue
• Provide proactive workarounds where technical constraints impede the business process
• Escalate issues and involve other support consultants wherever required in order to resolve issues as quickly as possible
• Use remote resolution methodologies such as WebEx to apply software fixes, upgrades, system changes and amendments
• Liaise with 3rd parties for all software bugs while following up to ensure Sapphire’s SLAs are met or exceeded
• Document procedures, knowledge base articles, training manuals in adherence with Sapphire Support processes and templates both internally and Customer facing
• Ensure operational processes are adhered to including Incident Management, Requests Management, Major Incident and Problem Management
• Identify potential consultancy and/or training requirements while dealing with the Customer and passing these to appropriate Account Manager(s)
• As required, review and test SAP Business One, 3rd party add-ons and internal SDK development patches and versions
• Advise where necessary, existing, and prospective Customers on best practices of SAP Business One software and Sapphire software
• Conduct monthly webinars for Customers on SAP products and related applications

Experience:

• 2 years plus of supporting, troubleshooting and resolving SAP Business One implementations and the associated integrations/add-ons
• A thorough understanding of core SAP Business One concepts, including business scenarios and SDDs
• A background of working within a support team providing Customer focussed services
• · Outstanding Customer relationship building skills with the ability to grasp Customers’ needs and suggest timely solutions
• Degree in Information Systems, Computer Science, related technical discipline, or equivalent experience

Skills:

• Strong SQL/HANA background
• Capable of troubleshooting SAP Business One integrations
• An understanding of Windows operation systems, MS SQL server, HANA Studio, HANA Views and Crystal reports
• Good understanding of business processes and objectives; and the implementation of SAP technologies in complex organisations
• Able to see the "bigger picture" to deliver value through Sapphire services with an ability to resolve issues using all available resources
• The ability to interface and influence at all levels in an organisation
• Strong organisational skills with an ability to manage competing Customer demands