SAP PP QM – Systems Analyst Senior

As a Team Manager you will ensure within your team operational and technical support for Incidence, Service Requests and Standard Changes for all SAP modules and all SAP instances used at BorgWarner. The person will manage a team of SAP professionals, located in India and including both internal and external resources, to execute these tasks.

As an IT Systems Analyst in our L2 support team, your further scope is to provide expert-level support and resolution for SAP Material Management (MM) or Finance and Controlling (FICO) module-related inquiries. You’ll collaborate with national and international internal customers, troubleshoot issues, and ensure smooth order processing and fulfillment. Your role involves analyzing incidents, creating solution concepts, and implementing customized solutions within the SAP ecosystem.

The SAP Systems Analyst works globally in cooperation as well as alignment with other SAP teams and reports to IT Team Lead for India within OneSAP / OTS ‘SAP Global Operational Support’ organization.

Key Roles & Responsibilities

• Responsibility as Team Manager for the in Americas and Europe located SAP support team.
• Ensuring the Second Level Support is provided by his team, considering quality, business value and service level agreements.
• Interacting with various Global Teams and managers to ensure that SAP support reach business expectation cross IT organization, considering besides Americas and Europe also India, and in some cases Asia.
• Leading the Ticket Management meeting for Americas and Europe region along with BRM and supporters.
• Manage additional task handed over from lead of SAP support, like representing lead in meetings as deputy or providing data for KPI.
• The role is responsible of day-to-day workload activity coming from different sources in form of incidents, requests and project tasks. The individual who fills this role is responsible for managing outcomes and results. To fulfil this, collaboration with internal and external IT colleagues as well with business users is necessary.
• Be first contact in case of questions as well as complains by stakeholders.
• Provide guidance in establishing and implementing a common process for area of responsibility within an SAP environment.
• Independently handle and resolve inquiries from national and international users related to the covered SAP modules.
• Analyze customer requirements and incident reports. Within L2 support scope, configure and customize SAP solutions based on business needs. Customer would be e.g. business process owners, key users or end users.
• Collaborate with other IT teams to ensure seamless support, reflecting IT organization and responsibilities.
• Be up to date on solution directions by BorgWarner architecture as well as design team and advise the customers accordingly.
• Document and test processes and functionalities.
• Continually look for ways to drive best practice processes and procedures, maximizing customer value.
• Translate non-technical requirements into technical business requirements.

Required skills

Nice to have skills

Key Competencies :

Customer Focus – Is dedicated to meeting the exceptions and requirements of internal and external customers; Gets first-hand customer information and uses it for improvements in products and services; Acts with customers in mind; Establishes and maintains effective relationships with customers and gains their trust and respect. Takes the time to explain clear impact of all customer’s options when difficult decisions are required.

Ethics and Values – Adheres to an appropriate (for the setting) and effective set of core values and beliefs during both good and bad times; Acts in line with those values; Rewards the right values and disapproves of others; Practices what he / she preaches. Take personal own ship of work.

Drive for Results – Can be counted on to exceed goals successful; Is constantly and consistently one of the top performers; Very bottom-line oriented; Steadfastly pushes self and others for results.

Interpersonal Savvy – Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; Builds appropriate rapport; Builds constructive and effective relationships; Is ready to help others in gray areas where responsibilities are not clearly defined, uses diplomacy and tact; Can diffuse even high-tension situations comfortably.

Dealing with Ambiguity – Can effectively cope with change; Can shift gears comfortably; Can decide and act without having the total picture; Isn’t upset when things are up in the air; Doesn’t have to finish things before moving on; Can comfortably handle risk and uncertainty.

Functional Technical Skills – Has the functional knowledge and skill to do the job at a high level of accomplishment.