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SAP Incident and Change Management Analyst


Curitiba, PR, BR

Company:  ExxonMobil

Job Role Summary

Incident, Change and Transport manager for large and complex SAP landscape (multiple layers, multiple products supporting Oil & Gas business) in a support group that is globally distributed. Key responsibilities

Job Role Responsibilities

The role is split into 3 main categories and a general area:
•Incident Management:
oManages incidents and coordinates resolution of SAP system or application problems
oInvolves coordination and guiding multiple technical teams to reach solution
oEnsures timely and accurate reporting of incidents
oSystem performance analysis and monitoring
•Change Management:
oCoordinates Service Pack Upgrades and Copybacks for SAP systems
oReviews change tickets and assess impact of infrastructure / database changes on SAP system
oEnsures control procedures for change management and system access are followed
oManages and participate in SAP Service Projects
oTransport Management:
oManages/executes transports in SAP systems adhering to established processes and controls
oMonitor mailbox and ticketing system for incoming work requests
oDocuments process updates and shares best practices
oActs as a consultant on change management practices to projects and other initiatives
oActs as a focal point for business counterparts representing IT from an SAP system performance and monitoring perspective

Expected Level of Proficiency

•Advanced/Fluent English Level
•SAP analyst with background on Basis and/or multiple SAP products/modules (FI, PM, SD, CRM, Portal, etc.) to work with SAP incident and change management, interacting with and often coordinating during incidents technical support groups such as Basis, Programmers, Server Operations, Networking and other infrastructure groups as well as process support groups supporting FI, SD, PM, PRA, CRM, among others:
•SAP Basis, experienced in system upgrade (enhancement/support pack upgrade), system monitoring and maintenance, understanding business process, solution manager – transport management, multiple SAP technologies/platforms such as BIA, Hana, Fiori, Portal, etc. AND/OR
•Experience with multiple SAP products/modules such as FI-CO, SD, PP, PS, MM, PM, CRM - good level of awareness in more than one area is a requirement for effective interaction with specialized support groups
•Basic to intermediate level of Infrastructure knowledge – understand infrastructure components and how they are connected to each other


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Job Segment: Change Management, Manager, SAP, ERP, Database, Management, Technology

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