- A minimum of 5 years of end user support experience with SAP ERP or similar systems
- Proven track record of training teams of 20+ end users and team members on enterprise systems functionality
- 3+ years experience with Work/Ticket Management tools such as JIRA/Service Now
- 3+ years experience with SDLC approaches such as Waterfall / AGILE and Scrum calls
- 3+ years experience working with software development teams providing requirements (Functional Spec, Business Requirements Documents)
- A minimum of 3 years of hands-on SAP experience within Logistics, Production or Supply Chain modules
- Master's degree in IT or related field
- Solid technical background with an ability to give instructions to a non-technical audience
- Customer-service oriented
- Excellent written and verbal communications skills
- Exceptional customer service skills with a problem-solving attitude
- Task-oriented and organized, experience managing a ticket queue and ability to prioritize
- Team management skills, team player, can collaborate in a productive fashion
- Able to troubleshoot a large variety of technical issues
- Experience in remote support
- Ability to work under pressure
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Manager, SAP Support - Redmond, United States - Amazon
Description
Project Kuiper is an initiative to increase global broadband access through a constellation of 3,236 satellites in low Earth orbit (LEO). Its mission is to bring fast, affordable broadband to unserved and underserved communities around the world. Project Kuiper will help close the digital divide by delivering fast, affordable broadband to a wide range of customers, including consumers, businesses, government agencies, and other organizations operating in places without reliable connectivity.
As the SAP Applications Support Manager, you will manage the SAP Shop floor support team (L1) ensuring service and support provided is timely and accurate on a daily basis. You will play a key role in ensuring that SAP applications are supporting and serving Kuiper's mission to build Satellites.
Key job responsibilities
Lead the internal SAP L1 support team in day-to-day operations, review user experience and feedback & contributing to the overall improvement of our application adoption and functionality
• Provide end-user support to all levels of production operations including Manufacturing, Warehouse and Quality, and provide advice regarding standard SAP functionality and best practices as it evolves with company needs
• Ensure maintenance of appropriate access for employees within the support team
• Create and update L1 support manuals and end user training documentation
• Maintain and present metrics and dashboards regarding SLAs to executive level management
Export Control Requirements: Due to the need to access certain federal controlled information, you must be a U.S. citizen for consideration.
A day in the life
You will help set specific end user service standards and contribute to improving SAP support by actively monitoring and managing response to end users' queries. You will establish best practices through the entire technical support process, identify areas of improvement, evaluate daily, weekly and monthly team's productivity, provide feedback to the appropriate internal teams (like security and functional design) to improve application functionality and usability based on user provided feedback. Providing outstanding first level technical support ,continually evaluating team performance and identifying opportunities for improvement are your key deliverables
About the team
Project Kuiper is an initiative to launch a constellation of Low Earth Orbit satellites that will provide low-latency, high-speed broadband connectivity to unserved and underserved communities around the world. Our team focuses on building Enterprise System Applications for manufacturing satellites. Your customers are the Manufacturing, Warehousing and Supply Chain teams at Kuiper.
We are open to hiring candidates to work out of one of the following locations:
Bellevue, WA, USA | Kirkland, WA, USA | Redmond, WA, USA
Basic Qualifications
Preferred Qualifications
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $110,000/year in our lowest geographic market up to $213,900/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.
