Client Services Support Analyst

at  Interpublic Group

POSITION SUMMARY:

Join a Global Team that drives on delivering the best Customer Experience to our agency users contributing to their best performance and delivering the best results to the Company. Within the Client Services Team you will be responsible for taking and resolving Level 2/3 issues/queries regarding our SAP Systems and working with all the appropriated parties to ensure resolution. We are looking for engaged individuals who have experience of working on SAP with Finance, Production and Security areas.

EDUCATION, SKILLS, AND EXPERIENCE REQUIREMENTS:

• Bachelor’s degree in Business Administration or Computer Science or equivalent experience in SAP
• Exceptional verbal and written communication skills
• Knowledge of SAP FI, SD, MM and PS integration points
• Knowledge of Time Management; SAP Security and GRC; Travel and Expenses; Purchasing; Estimating & WBS Processes/Support
• Knowledge of SAP Processes from finance to production and project management areas (SAP Roles or End User experience)
• Good knowledge of finance business processes
• Proficient with Microsoft Office Products – Excel and Teams is preferred
• Fluent in another language – Spanish preferred
• Good skills in planning, coordinating, and prioritizing
• Good knowledge of support processes and procedures
• Ability to work to tight deadlines
• Able to take full responsibility for tasks/tickets
• Good analytical and problem-solving skills to correctly diagnose and fix problems
• Ability to multitask, as the job often involves working on more than one topic concurrently
• Excellent team-working skills
• Previous experience in a 2nd level support role
• Experience of working within a customized SAP solution
• Configuration experience in SAP SD, MM, and/or FI/CO is preferred
• Experience in using ITSM tools (ex. Remedy/ Helix) is preferred

• Maintain appropriate log of issues/queries as put forward by our agencies within support software
• Optimize issue resolution by following production support procedures – effective, efficient, documented issue resolution
• Work closely within the support team and liaise with other functional team members and/or managers to maintain and apply common processes and take issues to resolution
• Actively promote the designed processes within the organization
• Contribute to group goals as set out in the methodology and achieve high level results – by being proactive in the approach
• Actively participate in the creation of support documentation and articles to ensure good knowledge transfer within the team and provide users with the best articles to support their self-service experience
• Participate in ad-hoc and on-going support and Production/Financials projects
• Engage and manage customer relationship at an individual and group level
• Work in a hybrid environment. You will be required to work minimum two days in the office per week.