IT systems management: monitor, administer and ensure the availability of systems used by the organization (Salesforce, SAP, Klassmatt, etc.)
Functional and technical support: assist key users from business areas, hold the service provider accountable for diagnosing problems and follow incidents through to resolution.
IT service management: apply ITIL practices to ensure SLA compliance and service provider quality.
Documentation and processes: oversee the preparation of manuals, incident logging and maintenance of the knowledge base.
Improvement projects: participate in version upgrade initiatives, system integrations and process optimization.
Training and enablement: guide end users and internal teams on best practices and efficient system use.
Task prioritization: use prioritization techniques to efficiently manage multiple support requests and resolve issues according to their severity and business impact.

Bachelor's degree in Information Technology, Business Administration or related fields.
General knowledge of business process concepts.
Experience as an SAP end user or functional consultant.
Familiarity with ITIL and service management practices.
Good communication skills and ability to interact with users and multidisciplinary teams.
Intermediate English or Spanish for reading documentation and interacting with global vendors.
SAP certification in specific modules (WM, MM, HCM or related).
ITIL Foundation / COBIT certification.
Experience in SAP implementation or version migration projects.
Knowledge of databases and integration tools (PI/PO).
Advanced English or Spanish for reading documentation and interacting with global vendors.
Experience in large corporate or multinational environments.
Ability to analyze business processes and translate them into SAP solutions.

Senior IT Services Analyst

Key skills