Support Lead, D&t, Erp Apps

At West we re a dedicated team that is connected by a purpose to improve patient lives that has been at the center of our Company for more than a century Our story began when Herman O West solved the problem of supplying penicillin in mass quantities to the US Government during World War 2 Through our work to deliver thousands of life-saving and life-enhancing injectable medicines to millions of patients daily West s indelible mark on the healthcare industry has just begun A name started our story How will yours help write our future There s no better place to join an inclusive community of professionals with opportunities for lifelong learning growth and development Supported by benefit programs we empower the physical mental emotional and financial health of our team members and their families We believe in giving back to help those in need in the communities where we live and work And are equally committed to creating a healthier environment and planet through our sustainability efforts Job Summary The Support Lead D T ERP Applications Infrastructure is responsible for managing and providing first-level support and troubleshooting for SAP system users and associated infrastructures This role includes responding to user queries resolving basic issues ERP System monitoring ERP Project Hypercare support and collaborating with higher-level support teams to ensure seamless SAP operations Work closely with Digital and Transformation D T team and business teams to improve user experience and enhance SAP system functionality Participate in process improvement initiatives to optimize support operations and user satisfaction Essential Duties and Responsibilities User Support Provide front-line assistance for SAP users by addressing inquiries and resolving basic technical issues related to SAP modules Issue Escalation Identify document and escalate complex issues to Level 2 3 support teams when necessary ensuring timely resolution System Monitoring Monitor SAP system performance and report any anomalies or disruptions to the relevant technical teams Collaboration Work closely with IT and business teams to improve user experience and enhance SAP system functionality Documentation Maintain a comprehensive knowledge base by documenting common issues and solutions to streamline future troubleshooting efforts Training and Guidance Assist in training end-users on basic SAP functionalities and trouble-shooting tips to enhance user autonomy Continuous Improvement Participate in process improvement initiatives to optimize support operations and user satisfaction Team Management Ability to manage a team of 5-10 people ensuring smooth operation and collaboration across all team members 24 7 Operation Management Skilled in managing team operations in a 24x7 model throughout the year maintaining availability and support across all time zones Additional Responsibilities Education Bachelor s Degree in Engineering Strong understanding of SAP modules and basic troubleshooting techniques Excellent communication and problem-solving skills Ability to work collaboratively in a team-oriented environment Experience in providing technical support or customer service is preferred Work Experience Minimum 5-8 year overall experience in SAP Engagements Preferred Knowledge Skills and Abilities Technical Proficiency Strong understanding of SAP modules and basic troubleshooting techniques enabling effective first-level support Communication Skills Excellent verbal and written communication skills to clearly address user inquiries and provide guidance Problem-Solving Abilities Demonstrated capability to identify and resolve basic technical issues quickly and efficiently Collaboration Skills Ability to work collaboratively with IT and business teams to enhance SAP functionalities and overall user experience Documentation Excellence Proficiency in maintaining a detailed knowledge base by documenting common issues and solutions for future reference Training Capability Skill in training end-users on basic SAP functionalities and troubleshooting promoting user self-sufficiency Analytical Skills Strong analytical abilities to monitor system performance and identify anomalies or disruptions effectively Escalation Management Competency in identifying complex issues and escalating them promptly to ensure timely resolution by higher-level support Continuous Improvement A proactive approach to participate in process improvement initiatives to optimize support operations and enhance user satisfaction Customer Service Orientation A commitment to providing exceptional customer service ensuring user needs are met promptly and efficiently Team Management Ability to manage a team of 5-10 people ensuring smooth operation and collaboration across all team members 24 7 Operation Management Skilled in managing team operations in a 24x7 model throughout the year maintaining availability and support across all time zones License and Certifications Travel Requirements 5 Up to 13 business days per year Physical Requirements Sedentary-Exerting up to 10lbs 4kgs of force occasionally and or negligible amount of force frequently or constantly to lift carry push pull or otherwise move objects including the human body Sedentary work involves sitting most of the time Additional Requirements What We Offer Shift West is an equal opportunity employer and we value diversity at our company We do not discriminate on the basis of race religion color national origin gender sex gender identity sexual orientation age marital status veteran status or disability status If you have a special need that requires accommodation in order to apply to West please send an email to Where permitted by law an offer of employment with West Pharmaceutical Services or any of its subsidiary or affiliate companies is contingent upon the satisfactory completion of background screening and or a pre-employment drug screening