Managed Services SAP BASIS Consultant

SAP Basis Support Consultant

Position Description:

The SAP Basis Support Consultant is responsible for delivering Technical Management Services per the contractual agreements with customers. In addition, they provide SAP technical support to the current ERP and Business Analytics install base (circa 300 customers) as well as providing technical support to the internal NTT Data Business Solutions AMS and consulting teams. In this role, the consultant is responsible for delivering high customer satisfaction to all NTT Data Business Solutions customers. As a SAP Basis consultant they are expected to act as mentor and knowledge base for the junior SAP Basis team members.

Responsibilities:

• Understand the complexity of SAP Abap systems.
• Understand the complexity of SAP Java.
• Understand and be able to administer multiple database architectures , SAP Hana , SQL, Oracle, DB2 , SAPDB (MaxDB) and Syabse ASE
• Provide support for any SAP Basis P1 issues and drive through to resolution within agreed SLA’s

• Monitor the Solution Manager Service desk for any incidents assigned to the Basis queue
• Work all incidents to a satisfactory conclusion and within agreed SLA’s
• Where appropriate ensure that the incident status is correctly set to reflect SLA targets
• Understand the specific requirements of customer contracts e.g. Transport Management, roles and authorisations
• Facilitate the maintenance optimiser download baskets for customers
• Apply SAP notes as required
• Apply transports in alignment with customer approvals

• Maintain the saprouter license for maintenance customers who request that support from itelligence

• Execution and distribution of Early Watch Reports for the maintenance customer base
• Apply relevant SAP kernel patches as agreed by the customer
• Apply Support Packages as agreed by the customers ( both Abap and Java )
• Support out of hours requests for system stop/starts
• Perform client copies as requested by the customers
• Perform system refreshes as requested by the customers
• Work with SAP on any incidents escalated to SAP support.
• Perform SAP security tasks to create users and profiles and debug authorisation issues
• Perform Basis service reviews for customers highlighting areas of potential exposure on supported installation levels
• Perform SAP Enhancement Package upgrades
• Perform SAP migrations ( heterogeneous and homogeneous )
• Experience of supporting multiple customer

1. Customer Relationship Management

• Cultivate professional relationships with clients
• Act as a liaison between customer and SAP to help expedite customer related issues

2. Key contact with SAP

• Cultivate professional relationship with SAP contacts

Measures:

1. Customer Satisfaction

• Meet or exceed targets

2. Personal Development

• Completion of development objectives as defined in annual performance review

Contacts:

1. Internal Integration

• Maintenance Support Team
• Application Support Team
• Hosting Centre Team – internal and 3rd party
• SAP Field Consultants
• Commercial team
• Account Management team

2. External Alignment

• Customers
• SAP

3. Knowledge:

• SAP Technical Knowledge
  • S/4 Administration
  • NWA Administration
  • SAP Enterprise Administration
  • Database administration (SAP Hana , SQL, Oracle, DB2 , SAPDB (MaxDB) )
  • Operating system administration ( Windows , Unix/AIX )
  • Solution Manager system  landscape configuration 
  • SAP Security and Authorisations
• Industry Experience
• Awareness of NTT Data Business Solutions Ltd as a Company and its service offerings

4. Skills:

• Organisation
• Problem Solving
• Communication
• Strategic Thinking
• Creative Thinking
• End User Support
• Expectation Setting
• Relationship Building

5. Attributes:

• Results Oriented
• Customer Focused
• Solution Oriented
• Business Judgment
• Persuasive / Motivation
• Collaborative
• Influence
• Integrity

6. Experience:

• Experienced SAP Technical support and/or field consultant with a proven track record
• Experience across multiple industries, multiple platforms
• Experience across multiple SAP versions ( S/4 , R/3 , ECC , NW )
• Experience across multiple SAP landscapes ( ECC , PI, BI , BI-Java , CRM , SCM , HR , Enterprise Portals , Hana )
• System support (client or consulting) experience
• Experience of call logging systems
• Experience of using Solution Manager for landscape configuration and maintenance optimizer
• Experience of SAP Security and Authorisations

7. Education:

• Degree or equivalent required.
• SAP relevant support certifications attained, specifically BOSUP, HANASUP

8. Reporting:

• Position reports to UK Technical Support Team Lead  
• Position has no direct reports

1. Schedule:

• Position is full-time
• Working hours are 9am till 5pm Monday to Friday
• Out of hours working required to support customer projects

10. Location / Travel

• Glasgow Office or Remote UK

Benefits:

Join our award-winning team at NTT DATA Business Solutions Group and be part of a thriving, innovative culture. With recognition such as the 2024 SAP® Pinnacle Awards and the Top Employer Award 2024, we offer you the chance to make a significant impact while growing your career. Here, you’ll work alongside industry experts on cutting-edge projects, contributing to transformative solutions for our clients. Interested in shaping the future with us? We’d love to hear from you.

We offer a range of benefits designed to support your well-being, career growth, and work-life balance:

• Home-Based Contract: Enjoy the flexibility of a working from home contract subject to operational and project requirements, allowing you to manage your work environment effectively.
• Generous Holiday Allowance: Benefit from 25 days of paid holiday annually (pro-rated for part time employees), providing ample time for relaxation and rejuvenation.
• "Free Fridays" Initiative: Experience the unique perk of "Free Fridays," granting you an additional 12 days off each year. With one Free Friday granted per month, you'll have more time to pursue personal interests, spend quality time with loved ones, or simply recharge. (pro-rated for part time employees)
• Financial Security: Rest assured with our Group Life Assurance offering, providing coverage of 4 times your base salary, ensuring financial protection for you and your loved ones.
• Pension Scheme: Secure your future with our employer pension contribution at a competitive rate of 5%. You have the flexibility to contribute a minimum of 4%, with the option to increase your contribution for added retirement benefits.
• Income Protection: Gain peace of mind with our Group Income Protection plan, safeguarding your income in the event of unexpected circumstances.
• Health and Well-being: Prioritise your health with our comprehensive Private Medical Insurance plan. This coverage extends to you, with favourable rates available for family members at the L3 level and above. Additional benefits provided include: 24/7 helpline, 1-2-1 Lifestyle coaching, financial and legal support etc.
• Technology and Tools: Receive essential tools for success, including a laptop and mobile phone for both business and personal use, ensuring seamless connectivity and productivity.
• Wellness Initiatives: Take advantage of our cycle to work scheme, promoting active commuting and supporting your well-being with sustainable transportation options.
• Environmental Responsibility: Embrace sustainability with the option to join our Electric Car Leasing scheme, contributing to a greener future while enjoying the benefits of eco-friendly transportation.