Lead ERP Support Specialist
About The Position
As a Lead ERP Support Specialist at Penumbra, you will drive accurate and efficient responses to daily internal customer issues and inquiries related to SAP S4Hana, directly or through L1 resources. This hands-on role will require strong documentation and analytic skills, along with good technical knowledge of SAP modules such as finance, sales and distribution, planning, manufacturing, and security. The Lead, ERP Support Specialist will proactively identify areas for improvement, develop training programs, and implement best practices to enhance internal customer experience.
Requirements
- A Bachelor's degree in related fields with 5+ years of functional support and 2+ years of experience in a leadership or supervisory role within a functional support structure or similar experience
- Proven ability to lead and mentor a support team
- Ability to communicate effectively and efficiently throughout the business and technical teams
- Excellent oral, written, and interpersonal communication skills required
- High degree of accuracy and attention to detail
- Familiarity with KPIs and metrics in a support environment
- Experience with escalation procedures
- Must be self-motivated
- Excellent organizational skills with ability to prioritize assignments
- Proficiency with MS Word, Excel, and PowerPoint
- Resilient in the face of continual change, able to hand high demands and unfamiliar situations
Nice To Haves
- Experience with ServiceNow a plus
- Experience with Jira a plus
- Medical device, pharmaceutical, biotech, or other regulated industry experience a plus
- Experience supporting US, Europe and APAC operations is a plus.
- Experience in an SAP techno functional role a plus
Responsibilities
- Complete analysis of support issues submitted by internal customers
- Communicate directly with customers by ticket to resolve issues
- Develop IT training materials and internal customer knowledge articles for common support issues
- Mentor team members to increase overall knowledge and understanding of standard SAP and Penumbra best practices, and improve overall support performance
- Analyze current SLAs to determine accuracy and improve compliance
- Monitor support metrics and KPIs to identify trends and areas for improvement
- Develop and implement strategies to improve overall team efficiency
- Participate in shared support tasks, such as system enhancement and integrations testing and data management in test and production systems
- Organize and review functional specifications for completeness
- Participate in the development of IT related policies, standards, and procedures.
Benefits
- A collaborative teamwork environment where learning is constant, and performance is rewarded.
- The opportunity to be part of the team that is revolutionizing the treatment of some of the world's most devastating diseases.
- A generous benefits package for eligible employees that includes medical, dental, vision, life, AD&D, short and long-term disability insurance, 401(k) with employer match, an employee stock purchase plan, paid parental leave, eleven paid company holidays per year, a minimum of fifteen days of accrued vacation per year, which increases with tenure, and paid sick time in compliance with applicable law(s).
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
