SAP Process Support

At Bosch Service Solutions we are looking for dedicated and dynamic people who are ready to face daily challenging tasks in an international and innovative environment – people who can identify opportunities and make the most of them. No matter if you start as an intern, a graduate or a professional with years of experience – at Bosch Service Solutions you’ll find the right job with passionate and dedicated colleagues.

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 Experience in Support – Basic SAP
 Experience in Support – SAP modules: PDM and QM.
 German and English – advanced level
 Working knowledge of business and computer systems / software
 Strong technical ability
 Excellent customer service skills and ability to communicate with all levels of employees
 Flexibility, good problem solving capacity and troubleshooting skills
 Ability to establish and maintain outstanding relationships with customers, vendors, co-workers and users

Position Overview

The SAP Process Support will provide remote support for SAP BBM-RM based related processes in the modules: PDM and QM.
The SAP Process Support will be member of a 2nd Level support Team, called “CPAT Support CSG”.
In addition to that, requests for non-scope modules or SAP systems, which might be received by the “CPAT Support CSG” solution group, will be routed through to other respective 2nd level support solution groups.

Responsabilities:

 Providing support to cross-functional issues involving in-scope processes and guide end-users in issue resolution.
 Assisting business users for ad-hoc queries and training as needed.
 Analyzing/troubleshooting and undergoing corrective action related to all in-scope areas.
 Analyzing and evaluating assigned tickets and support resolution in the area of documentation required by the project customer.
 Identifying and supporting priority tickets as per business necessity and given KPI measurement.
 Documentation of all analysis, recommendations, configurations, enhancements, etc. in the provided tool environment (incident management system).
 Work independently and collaboratively with support teams to resolve incidents.
 Ensure customer satisfaction by responding to incoming contacts via phone, e-mail or web.
 Replying to user requests for information and assisting with SAP related problem resolution.
 Recognizing and initiating solutions to user problems and concerns associated with all SAP modules implemented in the scope area.
 Logging problems, complaints, and service requests in centralized ticketing system.
 Documenting and maintaining ticket history.