Process Specialist

Job Summary

The supports and assists with the day today access requirements of the users and related issue raised in the Service Now.

They will be responsible for day today monitoring of the process queue, tracking them and meeting the SLAs.

The scope of responsibility includes supporting any technical issue related to access and coordinating with Customer, Product team and other technical teams for resolving the issue faced by users.

Provide day to day support to keep uninterrupted 24/7 support for SAP GRC team. Provide weekend support as per the business requirements.

Roles Responsibilities

Team handling

Shift in charge take responsibility for SLA for their respective shifts.

Assign tasks and monitor the progress of assigned tasks.

Effectively manage workload in Service Now and GRC Tool system

Ability to manage interact with client and handle escalations effectively.

Actively develops team members and direct reports by providing day-to-day guidance, feedback and on-the-job coaching.

Process handling

Working knowledge of defining Segregation of duties framework.

Understanding and knowledge of business process and the controls.

Triaging and Troubleshooting security issues in ECC, BW, GRC, BOBJ, Soleman and HANA.

Resolve SAP application issues that arise from the firms global software applications. Provides guidance, assistance, coordination and follow-up on client questions or problems.

Root cause analysis should be provided. Must be able to clearly convey issue resolution to the customer as well as to share this information with other team members by documenting within the knowledge management framework.

Identify sources and trends of functional and technical issues to help prevent future occurrences that will negatively impact the customer experience.

Work with internal subject matter experts to obtain resolution. Reviewing the issues handled by the team members before escalating further / when sending back to the customer. Doing the quality check on the cases, on a day-to-day basis.

Quality Control

Ensure sampling and quality is completed as per agreed timelines.

Work on the Projects agreed with client and execute them on timely manner.

Technical Requirement

Experience in SAP Security ECC, BW, BOBJ, HANA, Soleman and GRC.

Experience in GRC Access control and EAM.

Strong understanding of SOD issues and controls in ECC.

Good hands-on experience on SAP user/Role Administration across all the SAP systems in the landscape.

Should have good experience in Service Now or any other Query tool

Ability to work closely with customers, technical teams, and functional teams to ensure successful project execution.

Expertise in SAP reporting tools, its analysis and interpretation for improved business insights.

Should be able to execute GRC tool related report as per the schedule.

Reasonable working knowledge of MS Excel and MS PowerPoint is preferable.

Educational Requirement

Graduate

Preferred Skills

Mst->ey-mst-ey

Service Line

BPO Service Line .