SAP Business Analyst (FICO)

Costa Rica, San Jose
United States, Greenwood (South Carolina)
United States, Houston (Texas)

Today, Lonza is a global leader in life sciences operating across three continents. While we work in science, there’s no magic formula to how we do it. Our greatest scientific solution is talented people working together, devising ideas that help businesses to help people. In exchange, we let our people own their careers. Their ideas, big and small, genuinely improve the world. And that’s the kind of work we want to be part of.

The SAP Business Analyst is responsible to provide end-users service and support to end-users for applications in his area of responsibility; this involves ensuring resolution of IT incidents tickets at 2nd line of support and monitoring of incidents escalated to 3rd level IT support team and vendors; to raise problems for recurring incidents so that root cause is identified and fixed by IT systems and products specialists; to answer end-user ticket requests for support and guidance (How-to's, Knowledge Base, etc..); to fulfill end-users service requests placed through the IT service catalog and to manage and deliver standard pre-approved IT change requests.

Key responsibilities:

  • Resolve IT incidents tickets raised by users within defined Service Level Targets (SLT); this involves directly resolving or providing a workaround for incidents tickets assigned to 2nd line support groups within the ITSM tool.

  • Escalate to 3rd line of support and monitor resolution when IT incidents cannot be resolved at 2nd line support due to complexity which requires a higher level of expertise or support from the application vendor.

  • Identify recurring incidents and raise problem tickets to the system/product owners and specialists to get the root cause assessed and have a process or product defects fixed.

  • Fulfill end-users service requests tickets placed through the IT service catalog portal. 

  • Assist users, placed through support request tickets within ITSM, such as requests for guidance, how-to's, or recommendations.

  • Deliver change requests, within the agreed time frame, for pre-approved standard change requests according to establish process and governance.

  • Participate in hand-over phase from IT projects organization to IT support “business as usual” organization. Liaise with project teams during the stabilization phase, ensure training documents, SOP and FAQs are provided; and contribute to the successful transfer from a project phase into regular operations with formal sign-off of this hand-over within the project final report.

  • Continuously improve IT knowledge base to ensure sharing of knowledge, known issues, and workaround within IT support team across functions and regions.

  • Continuously improve the end-users knowledge base and promote the Self-Help portal to ensure efficiency in daily end-users activities and optimize daily IT support workload.

  • Perform other duties as assigned.

Key requirements:

  • Bachelor’s degree in Computer Sciences or related field, or relevant equivalent experience.

  • Advance English level

  • More than 5 years of IT Business Support or Consulting experience in the FICO area

  • More than 3 years of SAP implementation experience in the FICO area.

  • Must have some hands-on expertise in  New G/L, AP, AR, FA, PCA, COPA, Product costing, Material Ledger, IM, PS, and CATS.

  • Hands-on Configuration, Functional Specs Creation, and Testing experience are a must.

  • Experience with multi-time zone, multi-language, multicultural environments

  • Experience with integration such as Third Party Payroll, Concur, banks, etc. 

  • Familiarity working with Third Party vendors

Ideal candidates will also have:

  • Experience working in an SAP Support Organization

  • Experience with working on RICEFW objects

  • Good understanding of the integration between MM, SD, PP, and FICO

  • Experience working in a validated environment

Other Requirements:

  • Good understanding of SAP architecture

  • Ability to effectively communicate both in writing and verbally, including presentation, consensus building, and influencing skills

  • Ability to creatively solve complex problems (i.e., technical, business, and people) using a variety of analytical techniques

  • Ability to apply a strong focus on continuous process improvement

Every day, Lonza’s products and services have a positive impact on millions of people. For us, this is not only a great privilege but also a great responsibility. How we achieve our business results is just as important as the achievements themselves. At Lonza, we respect and protect our people and our environment. Any success we achieve is no success at all if not achieved ethically.

People come to Lonza for the challenge and creativity of solving complex problems and developing new ideas in life sciences. In return, we offer the satisfaction that comes with improving lives all around the world. The satisfaction that comes with making a meaningful difference.

Lonza is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a qualified individual with a disability, protected veteran status, or any other characteristic protected by law. 

Reference: R45065
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