SAP Business Analyst – Application Support (Production & Operations)
About The Position
The SAP Business Analyst will serve as the internal first point of contact for SAP application support, with a primary focus on Production and Operations (PP, MM, QM, SD) and a secondary focus on Finance (FI). The role owns ticket intake, analysis, and resolution tracking, and coordinates with Sirtex's external SAP implementation and AMS partners for changes requiring configuration or development. Future-state design and solution architecture for the ongoing S/4HANA migration are owned by Sirtex program leadership and the E-Strategy implementation team; this role is not involved in migration design. NOTE: Candidates must be local the Boston, MA area and be able to adhere to our hybrid policy, which is currently 3 days/week in office and 2 days/week remote.
Requirements
- 6+ years supporting SAP in a business analyst, functional analyst, or application support role
- Hands-on functional knowledge of SAP PP (production orders, batch costing), MM, QM, or SD
- Practical understanding of shop-floor and supply-chain processes: production execution, procure-to-pay, quality inspection/notification, order-to-cash
- Demonstrated ticket-based support experience with SLA discipline (Zendesk, ServiceNow, or equivalent)
- Strong troubleshooting instinct and clear written communication with non-technical business users
- US work authorization; must be able to work on-site in the Boston area; no remote; no travel
Responsibilities
- Own end-to-end ticket lifecycle in Zendesk, and raise tickets in the E-Strategy AMS ticket system: intake, clarification, business-impact assessment, prioritization, resolution tracking, and closure
- Resolve L1 issues directly (master data, user error, authorization, transaction how-to, report output); reproduce and document L2+ issues for escalation to the AMS partner
- Apply importance-vs-urgency classification; keep the backlog visible and aging under control
- Follow up with the AMS partner against SLA; participate in recurring ticket review forums
- Gather and document CR requirements from Production/Operations (and, where relevant, Finance) business users; write clear functional descriptions for the implementation/AMS partner
- Coordinate business review and sign-off for production CRs; track CRs through to production release
- Maintain the CR pipeline and status reporting to Bobby Qiu
- Maintain work instructions, FAQs, and how-to material; run refresher sessions for end users
- Document recurring issues and their resolutions to reduce repeat ticket volume
Benefits
- paid sick and vacation time
- health insurance
- 401k matching program
- Diverse and flexible work arrangements
- A culture of respect, diversity, collaboration, and innovation
- Attractive compensation and benefit packages
- support ongoing professional growth through career development, on the job experiences and training opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
