About Deloitte

Deloitte is a leading global provider of audit and assurance, consulting, financial advisory, risk advisory, tax and related services. Our global network of member firms and related entities in more than 150 countries and territories (collectively, the “Deloitte organization”) serves four out of five Fortune Global 500® companies. Learn how Deloitte’s approximately 312,000 people make an impact that matters at www.deloitte.com. 

About the Division

It takes a high-powered network of internal support professionals to keep Deloitte going strong. The internal services function provides a wide variety of support services to our organisation and people.

Rewarding career opportunities are available in:

·       Human resources

·       Information technology

·       Marketing and Communications

·       Financial support services, and much more.

As with all the functions in Deloitte, a core set of competencies is associated with each internal service area. An overall understanding of value-added client service, the experience to work in multifunctional and cross-border teams, strong business acumen, and the instinct to think and act globally are essential for advancement within Internal Client Services.

Main Purpose of Job

• Responsible for the Functional support tasks of the SAP modules in the ERP Centre of Excellence Function.
• To assist in Call Management for these modules to resolve user queries.
• To assist the ERP Functional Senior consultant in call management,  operational tasks and testing

Key Performance Area

Strategic Impact:

•  Under close supervision and guidance, assists team to deliver services within defined strategic objectives
•  Researches innovation and trends related to business as directed by line for use in enhancement of service offerings to clients

Budgets/Profitability :

• Effective use of time, equipment and resources

Differentiators for this specific role

Management of Calls

•  Resolving user queries for module via the Call logging system
•  Working with other consultants, AMS and SAP to resolve calls
•  Interacting with Clients through meetings, calls and emails
•  Ensuring all calls waiting in customer are followed up and closed

Resolution of User queries / Client Service Excellence

• Review Daily internal Dashboard and email queues
• Trouble Shoot User queries
• Consulting with other SAP Consultants in team
• Analysing User queries
•  Solving user queries
•  Handle calls and close within SLA
• Raise Change Requests and manage until implementation into Production
• Interacting with consultants of other modules
• Interaction with Clients
• Using external sources to assist in query resolution – using Google for Example and SAP Help
• Management of all user queries
• Procurement, Workflow, queries
• Concur and Finance queries
• Blackline queries
• Performing Testing
• Conduct User Acceptance Testing
• Performing User Acceptance testing
• Resolving UAT queries
• Preparing Test Scripts
• Conducting Integration testing with other Modules
• Perform regression testing for new Release Upgrades

Operational calls error log reviews

• Performing Adhoc data and process audits
• Reviewing processes to ensure efficiencies
• Assist the ERP Senior Functional  consultant with FAQ
• Review Error logs

Data Quality and Governance facilitation

• Conducting adhoc data quality audits on specific areas
• Notification of issues to the SAP Senior Consultant
• Conducting Monthly checks on all aspects of data
• Review of Error logs and recommendations
• Notification of issues to the Senior Consultant

Minimum Qualifications

• Degree (3 years) or National Diploma in IT related course, Previous SAP experience, working as a Business User

Desired Qualifications

• The stated minimum qualifications plus an understanding of the IT environment

Minimum Experience

• At least two years IT experience and 2 years Functional knowledge in at least 1 key module of SAP ERP such as Finance, Procurement or Engagement Management.  Knowledge in the specific Process Area

Desired Experience

• At least four years IT experience, 3 years working knowledge of the business

Competencies :

You will need to have the following behavioural competencies:

• Reliability
• Flexibility
• Management of responsibilities
• Ability to learn
• Communication skills
• Interpersonal skills
•  Punctuality

*Please note that this job advertisement provides a summary of the capabilities required and all candidates shortlisted will receive a full list of capabilities