SAP CRM Support Lead
Americana Computer Systems
Abu Dhabi Ras Al Khaimah - United Arab Emirates
منذ 1 دقيقة
source : HireeJobsGulf

Professional Skills and Responsibilities Having around 5 years of experience in Operational support including minimum 2 years in leading position preferred with SAP experience Lead group of Level1 resources to provide the best support services feedback Note RAK Courts have twoshifts from 7 30 AM to 2 30 PM and from 2 30 PM to 9 30 PM and Work on Saturday as well Managing Level1 resources attendance shifts skills enhancements daily assignments performance and evaluations Resolve end users CRM issues incidents problems and log those issues in proper method into the existing Helpdesk tools from identification to their resolution keeping the end user informed from start to end Note Users are Courts users and sometimes extended to courts clients such as lawyers individuals when needed Have excellent analysis skills in order to provide clear and understandable feedback priorities to end users and or SAP Level2 resources Demonstrate strong problem solving skills and an ability to resolve application issues Ability to provide ongoing training where necessary either to endusers or Level1 resources Be able to clearly communicate with end users and ensure the user understands the issue and what is being done to resolve it and make sure Level1 resources do the same and to focus also on continues improvement Provide monthly statistics of received issues incidents or upon needs Have weekly meeting with Level2 resources and Courts Project Manager to discuss overall issues e g escalating incidents as Problems Create new and maintain existing Best Practice documents Knowledge base in a format that the user finds simple to follow with clear instructions on process steps Actively participate in CRM Project Team meetings Highly motivated collaborative attitude and can work independently with or without supervision However any Major decisions should be agreedon with Courts PM first Having ITIL certification or equivalent is preferred Having experience in SAP CRM or Courts business model is also preferred

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