Responsibilities
Manage, support, co-ordinate and resolve issues relating to the Project Management lifecycle, which includes SAP applications (Project Systems and Timesheet Processing) and non-SAP applications.
Provide first level support by identifying and resolving system problems and assisting end users as required.
Serve as contact between service desk, ICT, other administrators, functional support, users and the SAP team who provide third level support and implement enhancements and new solutions.
Responsible for problem management activities such as issue resolution and root cause analysis, combined with superior customer satisfaction
Work on and close out tickets in the Hatch Zendesk System, while adhering to SLA’s, standards, and processes for systems at Hatch.
Manage your assigned ticket queue, and escalate any issues as required.
Identify and document proactive solutions for recurring issues.
Monitor integrations with external systems.
Assist with system testing, training and documentation.
Maintain current knowledge of relevant technologies as assigned
Qualifications
Skills, Education and Experience
BA or BSc degree in Business or Business and Computer Science / Information Systems or the equivalent Business and Project Management / Project Cost Control application experience
3+ years of hands-on experience using or supporting a Project Management / Project Cost Control application
Understanding of concepts surrounding project cost control
Experience in ticket / issue resolution and best practice approaches to user support
Excellent problem solving/analytical skills and attention to detail
Strong written and verbal communication skills, excellent interpersonal skills, and customer focus
Results-oriented, self-starter, capable of working independently and within a team environment to meet deadlines with minimal supervision
Flexible and able to adapt to changing circumstances or requirements
Demonstrated ability to learn new concepts
Ability to effectively interface with staff at all organizational levels
Nice to Have
3 years of experience with the SAP PS (Project Systems) module
Exposure to the following SAP Areas: Finance, Timesheets (CATS), Resource Related Billing, and Results Analysis.
Understand EPCM / Professional Services project-related business processes
Experience with Omega 360 PIMS
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