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Senior Business Solutions Specialist

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Date: Sep 25, 2024

Location: Jeddah, Western, SA, SAU

Company: Basamh Group

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    Accountabilities

     

    • Employee duties are not limited only to the below-mentioned Accountabilities; he/she may perform other duties as assigned.
  • Operations Execution 
  • Conducting 1st level support for SAP and Basamh systems on a daily basis. 
  • Provide relevant orientation to end users facing difficulties in related Basamh software/module. 
  • Assist in the correction of data-entry errors and perform routine check of the assigned software/module. 
  • Assist in identify needed system reports. 
  • Proactively troubleshoots application issues related to system patches or upgrades. 
  • Follow up with partners and other stakeholders for fulfilling 2nd and 3rd level support for Application issues. 
  • Develop documents as guideline for users/related stakeholders. 
  • Develop operational report of support activities as required. 
  • Provide needed support on related systems for user escalation requests. 
  • Answer questions and recommend corrective services to address end-user complaints. 
  • Assist in studying and standardizing procedures to improve efficiency of service desk process. 
  • Assist in defining, prioritizing, supporting and implementing service goals, including performance metrics. 
  • Contribute to the development of system level documentation and knowledge base creation and maintenance. 
  • Investigates, evaluates and takes corrective action related to problems associated with SAP related applications and equipment problems. 
  • Identify improvements (people, process, tools) aimed at increasing the effectiveness and efficiency of systems support activities. 
  • Identify opportunities to optimize the capability of system support services and supporting the group to deliver a cost effective and sustained level of availability that enables the business to satisfy its objectives. 
  • Work with Cross-Functional teams daily to contribute to their overall IT needs and strategy. 
  • Ensure issues and difficulties related to assigned business function/unit are resolved and the agreed upon Service Level Agreements (SLA) targets are met. 
  • Ensures that IT service reports are produced for each related IT customer service. 
  • Perform gap analysis to highlight breaches of related SLA targets, investigating reasons and recommending actions to prevent their recurrence.