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SAP S&D Support Analyst


Cairo, Egypt

Ref: MP598-325

Job description / Role

Job Position: SAP Sales & Distribution Analyst
Reports to: Sr. U2K2 Support Analyst NAME
Department: Customer Development
Scope: Mashreq
Location: Egypt

Main purpose of the role

- The U2K2 SAP Support Senior Analyst typically responsible for the U2K2 support all Customer Service Operations and CD Operations modules for Order to Cash (O2C).
- This role works closely with the Process Owners, RAC, Regional U2K2 Team, Global Business Operations Team. Leverage on the Regional support model / network.
- The main purpose of the job to operate as the primary reference for the effective execution of the business processes and U2K2 systems operation within the process area
- Key to the job is a strong understanding of the SAP SD & operational business process within his/her job scope and the use of U2K2 systems to execute these processes.
- The U2K2 Analyst is responsible to support users within his/her area of responsibility in regards to addressing their 'How To' questions in business process and effective use of U2K2 systems
- In addition, the Analyst will work with relevant U2K2 Teams in resolution of systems issues; undertake appropriate testing of systems changes, conduct training for new users (on-boarding) and refresher training to improve the knowledge of existing users.
- The Analyst will support his/her Process Champions, Key Users & End Users in implementing process changes/enhancements to U2K2 systems which includes testing the solutions and updating relevant documentations
- The scope of the role would be determined by allocation of responsibilities across range of sub-processes and all U2K2 systems relating to these processes

Main Accountabilities

- Within the scope of his/her functional responsibilities the main responsibilities of the U2K2 Support Analyst are:

Business benefits realization

- Drive business benefits by process improvements, initiatives, local and regional projects
- Drives and monitors Process KPI's achievement through Process Champions. Ensures relevant documentation is updated (together with Process Champions) and corrective actions are taken if and where required
- Monitors status of Local/ Global Projects
- Drives reduction of overall Incidents and User Education Incidents
- Prepare, maintain & update User Reference Documentation on U2K2 Processes

Deal with any issues on process execution and system usage

- Resolve "How-to" queries and issues due to user knowledge on how to execute process steps and how to use of the related IT system in undertaking process activities
- For queries relating to system issues that he/she cannot resolve, the Analyst should refer to available documentation and reference material to assist with how to use the system
- The Analyst will log relevant incidents with Global Teams after verifying this in not a "How-to" and to provide enough detail on the issue, scope, extent of business impact to support effective resolution of the U2K2 / IT issue.

Assist in resolution of U2K2 System problems

- The Analyst will work with the relevant U2K2 / IT Team to help specify the problem with the U2K2 system
- The Analyst will assist in the testing of U2K2 / IT solutions to resolve problems and will help to confirm resolution of relevant U2K2 / IT Incidents within his/her scope of responsibility
- For Urgent incidents with U2K2 / IT Systems the Analyst will help clarify impact and scope of the incident - working closely with the IT Team
- For persistent problems the Analyst will work with the U2K2 / IT Team in problem investigation as required to ensure effective operation of the system in his/her process area

Changes to U2K2 / IT Systems

- The Analyst will support Process Champion in CAB (Change Advisory Board) meetings to gain necessary support and approval for system changes and help to specify these changes
- For changes made to U2K2 / IT systems in the his/her area of responsibility the Analyst will need to conduct User Acceptance Testing (UAT) in order to validate the solution meets requirements of the business and ensure timeliness of signoff
- If the changes are locally specific , the Analyst will need to update required local documentations (Process Flows in ARIS, Test Scripts and Training Materials) associated with the change

Manage impact of system changes through regression testing

- For any significant changes made to U2K2 / IT System introduced at global/regional level or for other countries, the Analyst needs to ensure that these changes do not impact the normal operation of the system in his/her area of responsibility by undertaking Regression Testing on the system. This involves aligning with testing schedules and ensuring regression testing results are shared
- The Analyst must ensure that within the scope of his/her responsibilities that Regression testing Scenarios are kept updated so that appropriate level of testing is conducted

Business Continuity / Contingency Plan

- In the event of a major incident on the U2K2 / IT Systems, the Analyst will work with the Process champion in putting in place business contingency plans
- The Analyst will assist in the testing of these business contingency plans and assist in testing U2K2 / IT Disaster Recovery plans within scope of his/her responsibility area

Maintain users skill and knowledge

- The Analyst will provide On -Boarding training for any newcomer to his/ her area (joiners & movers)
- Where required the Analyst will undertake refresher training to existing users to improve their level of skill and knowledge
- The Analyst will be required to maintain any local specific material for local process to support end user training


Key Area Support

Customer Service Operations:

- Daily support to business team on the issues related to Order processing
- Delivery & Post Goods Issue
- Invoice creation, posting to accounts, Invoice printing
- Supporting Promotions, AP & Sales Deals
- Cross Company Invoices
- Rebate Processing

CD- Sales:

- Coordinating & daily support for Interface between CD and SAP between me and the IT team
- Interface support includes:

• Replenishment Tool
• Auto Claims
• Unilink

- Interfaces support for UMIE are attached herewith
- Measuring KPIs
- Supporting issues in U2K2 & BW Reporting
- Getting system ready for next gen SAP tools like EDI & E-com

System Support (CSO & CD):

- New SAP business requirements initiating by raising Change Request (CR)
- Raising Service Request (SR) for small modifications
- Raising Incident Request to repost critical issues to Global teams & then follow up
- New SAP User Onboarding
- End User Training to SAP users
- Creating end user refence documents
- MFG: History data report requirement especially for Customer Taxes purpose for years before 2011
- Supporting SAP Local & Global Project

Key Relationships

- Process Champions
- Key Users & End Users
- Respective Business Excellence Support
- Respective Business Excellence Lead
- U2K2 / IT Support Teams
- Other Analysts
- Local Authorization Coordinator
- Global Business Operations Team
- IT & Functional Business Partners

Travel: Limited - On Requirement Basis

Relevant Experience/ Years of Experience:

- SAP Experience of 3-5 years in Sales and distribution module
- Actual Customer Service business operations experience of 2 years (preferred)
- High proficiency in using SAP systems and handling SAP support operations within scope of responsibilities
- Graduate (Engineering or Supply Chain or Finance or Customer operations)
- SAP Expert / Professional (Preferred SAP Certification in Sales and Distribution-SD module)
- Experience in BW, EDI, IDOCs, Local & Third-Party Interfaces
- Business process understanding
- Problem solving skill - quickly identify the issues;
- Communication skill - be able to communicate with end user and also U2K2 / IT Teams
- Project Management Skills

Mandatory Requirements:

- Based in Egypt
- 24 / 7 support for all Urgent and High support requirement
- Able to work from different locations on requirement basis (Warehouses / Factories / Agencies)

About the Company

Unilever is one of the leading FMCG company with 400 brands spanning 14 categories of home, personal care and foods products, no other company touches so many people's lives in so many different ways.

Our brand portfolio has made us leaders in every field in which we work. It ranges from much-loved world favourites including Lipton, Knorr, Dove and Omo, to trusted local brands such as Blue Band and Suave.

From comforting soups to warm a winter's day, to sensuous soaps that make you feel fabulous, our products help people get more out of life.

We're constantly enhancing our brands to deliver more intense, rewarding product experiences. We invest €1 billion every year in cutting edge research and development, and have five laboratories around the world that explore new thinking and techniques to help develop our products.

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