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SAP CRM Support Lead

Americana Computer Systems

Posted on January 13, 2020

5 - 8 years Abu Dhabi, Ras Al Khaimah - United Arab Emirates

Bachelors in Computer Application(Computers), Bachelor of Science(Computers, Technology). Any Arabic National, Any GCC National

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Job Description

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**GCC Nationals Only***

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 Level-1 resources to provide the best support services & feedback.
• Managing Level-1 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).
• Have excellent analysis skills in order to provide clear and understandable feedback/priorities to end users and/or SAP Level-2 resources.
• Demonstrate strong problem solving skills and an ability to resolve application issues.
• Ability to provide on-going training where necessary (either to end-users or Level-1 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 Level-1 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 Level-2 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 agreed-on with Courts PM first)
• Having “ITIL certification” or equivalent is preferred
• Having experience in SAP CRM

IT - Hardware & Networking

IT Software


SAP SAP CRM Technical Technical Support It Helpdesk Level 2 Engineer

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Americana Computer Systems

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