Amazon Manager SAP Support Kuiper Enterprise Technology 

United States, Washington 

441621775

As the SAP Applications Support Manager, you will manage the SAP Shop floor support team (L1) ensuring service and support provided is timely and accurate on a daily basis. You will play a key role in ensuring that SAP applications are supporting and serving Kuiper's mission to build Satellites.Key job responsibilities- Create and update support manuals and end user training documentation
- Maintain and present metrics and dashboards regarding SLAs to executive level managementA day in the life
You will help set specific end user service standards and contribute to improving SAP support by actively monitoring and managing response to end users’ queries. You will establish best practices through the entire technical support process, identify areas of improvement, evaluate daily, weekly and monthly team’s productivity, provide feedback to the appropriate internal teams (like security and functional design) to improve application functionality and usability based on user provided feedback. Providing outstanding first level technical support ,continually evaluating team performance and identifying opportunities for improvement are your key deliverables. This is not a people manager role but responsible for delivery of support work with contractors and internal team.

- A minimum of 5 years of end user support experience with SAP ERP or similar systems
- Proven track record of training teams of 20+ end users and team members on enterprise systems functionality
- 3+ years experience with Work/Ticket Management tools such as JIRA/Service Now
- 3+ years experience with SDLC approaches such as Waterfall / AGILE and Scrum calls
- 3+ years experience working with software development teams providing requirements (Functional Spec, Business Requirements Documents)