Overview
act as the primary point of contact between the business and it for application-related requests, incidents and support needs for mx-bz region. Manage and prioritize business analysts activities to provide effective 1st-line application support for manufacturing operations and business projects.
responsibilities
* handle incoming sap-related support and enhancement requests, prioritize based on business impact and ensure timely execution.
* establish clear guidelines for ticket categorization, prioritization and resolution timelines in snow to ensure consistent handling across the team.
* distribute tickets strategically to team members with the appropriate skill set and capacity to ensure efficient resolution.
* periodically evaluate resolved tickets to ensure solutions meet quality standards and that root causes are properly addressed.
* assign other tasks based on team members’ strengths and workload capacity to optimize productivity and performance.
* design training programs aligned with budget and business needs to strengthen team capabilities and ensure readiness for evolving sap demands.
* act as the escalation point for critical sap issues, ensuring swift resolution and minimal disruption to manufacturing operations.
* lead structured analysis to identify the underlying causes of repeated sap system problems and ensure permanent resolution.
* facilitate collaboration between sap functional, technical, and business teams to address systemic issues and prevent recurrence.
* generate regular reports on problem trends, resolution timelines, and effectiveness of corrective actions to inform leadership and improve system reliability.
* track key performance indicators (kpis), analyze results, and implement strategies to enhance team output.
* conduct regular 1:1 sessions, performance reviews and personal development planning.
* promote documentation standards and knowledge sharing across teams.
* facilitate cross-functional collaboration for successful project outcomes.
* guide the team through organizational or technological changes, ensuring smooth transitions and minimal disruption.
* promote open communication, resolve conflicts, and encourage knowledge sharing across the team.
* demonstrate professionalism, accountability, availability and a strong work ethic to inspire and motivate the team.
* act as a role model for brp values, promoting integrity, collaboration and customer focus.
education
bachelors degree in: computer science, information systems engineering or relevant field
skills
* erp knowledge (sap)
* business administration and process expertise
* sap ecc / s4
* process mapping and it project artifacts
* servicenow or similar
* project portfolio management standards
experience
at least 3 years in: similar role
language
* fluent in spanish written and verbal.
* english advanced (min. 80%) written specially
* french or german is an advantage.
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