What are the responsibilities and job description for the Enterprise Applications Global Support Manager position at Refresco?
This position is a remote opportunity
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Our vision is both simple and ambitious : to put our drinks on every table.
We are the leading global independent beverage solutions provider. We serve a broad range of national and international retailers as well as Global, National and Emerging (GNE) brands. Our products are distributed worldwide from our production sites in Europe, North America, and Australia. Although our own branding may not appear on the labels of the beverages we produce, there is a good chance you are reading this while sipping one of our drinks.
Our ambition is to continually improve and it's what keeps us at the top of our game. We are solutions-based. We are innovative. We seek out new challenges and conquer them. This is our company ethos, but it's our people's too : Refresco is at the cutting edge of a fast-moving industry because we have passionate people pushing the boundaries of what's best.
Stop and think : how would YOU put our drinks on every table?
Summary :
This role leads the Enterprise Applications Global Support Team for the North American Business Unit, which is comprised of cross-functional Enterprise Applications Analysts for SAP. The EAFA team resides within the larger North American Information Systems team, with this role reporting to the leader of the Enterprise Applications Functional Analysts Team. Primary areas of focus are the execution of SAP strategy, people development, and enhancing business value derived from support, enhancements and optimization of SAP to support business processes. Key to success in this role is the ability to anticipate obstacles and problem solve preemptively, while effectively managing conflict and risk. This role is charged with driving a culture of continuous improvement through measurement and optimization. As we continue to execute our growth strategy over the coming years, this position will play an active role in owning the preparation for and execution of the integration of acquired businesses to our Enterprise Applications platform.
Essential Functions :
- Actively manage the EAFA team, day-to-day, with courageous leadership, operating with a people first approach and ensuring the most value is elicited from each resource; intently and consistently focused on seizing all opportunities for coaching and development of the individuals and the team
- Responsible for the learning plan and professional development strategy of EAFA team to strengthen SAP experience and understanding of the application, resulting in both a more broad and more detailed understanding of the application
- Responsible for the design, execution and communication of the quantitative metrics and qualitative assessments which drive SAP support, from inception through delivery, ultimately providing insight to support volume, reason / source of initiation and resolution activity / timeline, thereby enabling change resulting in volume reduction and increased user accountability
- Responsible for the design, implementation and monitoring of the SAP escalations process, proactively managing immediate resolution of production level 1 issues, including conducting an After Action Review and implementing improvements to eliminate future occurrences of the issue
- Responsible for all SAP solutions delivered by the EAFA team from inception to delivery, including guiding and supporting analysis, evaluating technical design, determining cross-functional impact and seamless implementation to production
- Lead the work activities with full management responsibility for the EAFA team; responsible for equal focus on all functional areas
- Develop communication strategy with key stakeholders, driving continuous improvement for processes and increasing ownership of support by the business
- Ensure seamless transition for all enhancements and projects into production by managing knowledge transition and support preparedness
Required Skills and Competencies :
Education and Experience :
Other Duties :
A Career with Refresco
Refresco offers a competitive salary and comprehensive benefits, which include :
Join Refresco TODAY and enjoy a rewarding CAREER!
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Employment agencies that have agreements with Refresco Beverages, Inc., and have been engaged in a search shall submit rsum to the designated Refresco recruiter or, upon authorization, submit rsum to this career site to be eligible for placement fees.
