What are the responsibilities and job description for the SAP Support Analyst position at Ryerson Inc?
Summary
Welcome to Ryerson, where exceptional career opportunities await. As a leading provider of industrial metal products and services since 1842, we are committed to excellence and best-in-class customer service. Join our team and be a part of a legacy of excellence, where your contributions will be valued, and your development supported. Ryerson offers a dynamic, quality-focused, environment, ideal for advancing your career and making your mark in the metals industry.
We are currently seeking an SAP Support Analyst. Our Level 2 Team supports remote users in SAP and other related software. This support includes, but is not limited to, providing how-to knowledge to business users, reviewing and publishing training/knowledge documents, analyzing system problems, and escalating system issues to appropriate IT teams.
Roles and Responsibilities
- Provide technical assistance and support via phone, email, and chat for incoming queries and issues related to SAP Sales and SAP Operations.
- Log all support incident interactions and inform management of recurring problems.
- Develop, contribute to, and maintain a clear and concise knowledge base (playbook/reference guide/binder) of technical issues.
- Troubleshoot and analyze problems within all SAP modules and other related systems/software (i.e. AS400 legacy system, fax software, etc.)
- Participate in intra/cross-group training and improvement counseling with peer analysts, IT Operations, programmers, and other technical staff as needed.
- Communicate clearly, effectively, and professionally with all people regardless of role in the company.
- Provide SAP Level II support over the phone, e-mail, or through our ITSM software.
- Resolve simple and complex SAP incidents and manage requests and problems with limited support.
- All other duties as assigned or duties, responsibilities, and activities may change at any time with or without notice.
Requirements
- High school diploma or GED required, 2 or 4-year degree preferred.
- 2 years of SAP experience (preferred) or other ERP, either as a user or in an IT support role
- Prior experience in the manufacturing industry is highly desirable
- Understanding Service Desk Metrics, KPIs, and ITIL Best Practices
- Self-motivated with the ability to work in a fast-moving environment.
- Quick & accurate typing skills to ensure correct entry of service request details.
- Superior customer service and interaction skills.
- Excellent Oral and written communication skills, including technical writing.
- Must be willing to work outside of normal business hours to support activities and projects when necessary.
Salary: $65,000-$82,000 annually. A starting salary higher than $62,000 annually is based on a level of experience and education that significantly exceeds the minimum requirements and is commensurate with the compensation scale.
Ryerson offers eligible employees the following benefits:
Medical, dental, and vision insurance programs
Flexible spending accounts
401K plans with employer-matching contributions
Tuition reimbursement
Paid vacation, sick, and holidays
Short-term and Long-term disability insurance
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We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex (including gender identity, sexual orientation or preference, and pregnancy), age, national origin, religion, disability or genetic information, marital status, status as a veteran, or any other federal, state or local protected class or artificial barrier
Salary : $65,000 - $82,000
