Digital Support Specialist

Location
Galway
Salary
Negotiable
Posted
18 Apr 2019
Closes
02 May 2019
Ref
MPSAP311
Contact
Cathy O'Neill
Sector
IT
Job Type
Contract
Hours
Full-time
Manpower have an exciting opportunity on site with our client, SAP; we are seeking a Digital Support Specialist for their Galway site. Please note, this is a temporary contract role for which you would be employed by Manpower and working on behalf of our client; SAP

As market leader in enterprise application software, SAP helps companies of all sizes and industries run better. From back office to boardroom, warehouse to storefront, desktop to mobile device - SAP empowers people and organisations to work together more efficiently and use business insight more effectively to stay ahead of the competition.

PURPOSE AND OBJECTIVES
The objective of this role is to help Customers and Partners through their purchase experience in the different SAP Marketplaces, providing effective and scalable support in a professional and timely fashion.
The SAP Digital Support Specialist is actively involved in improving operational efficiency including (but not limited to) running and optimising reports to improve the User Experience on support topics, executing and improving processes to improve Commercial Operations in the SAP Store.

EXPECTATIONS AND TASKS
The SAP Digital Support Specialist assists SAP customers and SAP partners by removing any obstacle from the purchasing process in a one-touch resolution process: inquiries from users across the different SAP Digital Portals can be of a technical nature (Access, check-out, Order, Fulfilment) or basic guidance-to-purchase nature (Product questions).

The SAP Digital Support Specialist will be expected to engage with the relevant teams to ensure that customer is re-directed to the correct channel to support deal closure.

An important part of the job is to be able to improve the current processes and increase efficiency and effectiveness for the overall team.
The job may require flexibility (by working in shifts or during bank holidays) in periods of high traffic to ensure global coverage.

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES
-Bachelor Degree in Computer Science, Business Administration, Engineering or equivalent.
-Works well in self-directed manner in matrix organisation and virtual teams.
-Excellent project management skills and experience; proficiency in complex project and engagement settings.
-Excellent Microsoft Excel skills. Knowledge of Microsoft Access/any other Database management is a strong plus.
-Strong knowledge of software for E-Commerce, commercial operation, windows platform, JAVA, SAP ERP Software.
-High motivation with persistence and "can-do" attitude, result driven.
-Excellent communication, consultative and customer relationship skills.
-Excellent knowledge of operational reports, as well as strong content presentations
-Proficiency in English (any additional language is a plus).
-Knowledge of internal SAP Systems (such as ISP, ICP, PRM, Hybris, KCF, KCG) is a strong plus.

WORK EXPERIENCE
-Accomplished professional with a solid history of designing and managing high-volume, process-driven activities with meticulous attention to execution
-5+ years of experience in ecommerce business with focus on sales/marketing and Content Management in ideally both B2B and B2C environments with complex buying relationships (previous experience in supporting SAP Customers and Partners on Digital processes is a strong plus)
-In-depth technical understanding of e-commerce platform and daily operations, proven track record of running an E-Commerce based web store (specific in depth knowledge of e-commerce platform based on Business By Design and Hybris is a strong plus)
-Hands-on experience in working with social media platforms, catalogue/content management systems, order management software and enterprise software.
-Track record of establishing credible and effective co-operations with global counterparts in a demanding, complex and high-pressured matrix-organization.
-Track record of establishing strong alignment with external and internal teams such as Data Management, Order Management and Product Provisioning in order to ensure smooth end-to-end user buying experience is a strong plus.

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