For our Transport System division, we are looking for an expert SAP helpdesk (Level 2/3) to manage incidents, generic Requests, Change requests, and releases.

Main activities:

• SAP L2 support
• Assignment of incidents to L3 support teams (TMA)
• Incident management and everything related to incident management and authorizations
• Management of technical data sheets, solution sheets
• Updating best practices in SAP
• Ability to provide monthly incident reports
• Updating SAP authorization profiles

The candidate will be in constant contact with the L3 support teams (TMA) of our partner.

The candidate will communicate with end users, functional and business managers, SAP experts, and service delivery managers, in order to obtain validations, taking into account the degree of confidentiality, potential risk, and urgency.

The work, which has great importance from the SLA point of view, is demanding. You will need to be able to assess urgency, degree of confidentiality, potential risks, but also address the right business contacts to obtain the necessary information.

Everything related to the business process will be reported to the hierarchy as well as to internal audit through advice and audit reports.

General skills

Minimum 8 years of solid/proven expertise in SAP support with strong skills in IT in order to understand architectures and SAP and IT flows.

We are looking for a rigorous, motivated, enthusiastic, reliable, and professional candidate, able to work in a team. This person must have very good communication skills for daily contact with the business and other members of Business Solution IT. Interested in S4HANA evolution in one or more modules.

Technical skills

• Ability to manage several SAP incidents simultaneously while adapting to constantly changing requirements
• Very good knowledge for SAP support across all functional modules
• General functional and technical knowledge of SAP
• Knowledge of Fiori and S/4 Hana
• Knowledge of SAP authorizations
• Very good knowledge of SAP Business Process Automation via REDWOOD, monitoring, creation, job scheduling, etc.
• Good knowledge of SAP security and access control modules (Authorizations, roles, etc.)
• Demonstrated experience in incident tracking in JIRA and Service Now
• Good knowledge of SharePoint, Solution Manager, and external applications linked to SAP
• Excellent knowledge of ITIL processes, IT
• Very good knowledge of Windows environments and understanding of their fundamentals (infrastructure and networks, etc.)
• In-depth knowledge of security and authorization aspects

Required certifications

• ITIL

Behavioral skills

• Able to adapt to and respect the rules of the incident management and authorization concept put in place at Stib and ensure its sustainability
• Able to work under pressure and have good stress management
• Rigorous, motivated, enthusiastic, reliable, and professional, able to work in a team
• Rapid understanding of incidents, problems, requests, with an analytical mindset
• Effectively manages time between D2D daily tasks and incidents, problems, requests, etc. in order to respect SLAs
• Meets user expectations, focuses on needs and satisfaction, works systematically, methodically, and in an organized fashion
• Good communication skills, easily establishes relationships with other levels of support, staff, and reports information at all levels
• Writes functional and technical specification documents related to incident solutions. Applies functional knowledge and technical expertise to recommend changes and/or improvements

Language skills

• French or Dutch: excellent
• Second language French or Dutch: good
• English: good

Additional information:

The mission may be extended for a maximum period (including the initial duration) of: 880 working days.