SAP BO Support Analyst
Location: Bellevue, WA
Job Summary
Responsible for Monitoring, analyzing, maintaining & Supporting the existing Business Objects Reports and ensure customer satisfaction targets are achieved through enhance customer service by owning service delivery professionally and adhering to Support SLA. The overall solution being delivered to customer at large, entails providing an operational database and un-integrated reports, feeds from Order Management, Billing, SAP Care and Product catalog. The solution has Real-Time Replication Data from production to Aux DB via Golden Gate & Data Guard. The BO Support Analyst role focuses on the reporting module within the overall solution.
Responsibilities:
- Responsible for on-call support of the scheduled SAP Business Objects (BO) Reports executed 24×7 using SAP BO.
- Responsible for problem determination and resolution, and providing Root Cause Analysis.
- Assist in application performance optimization by working with developers, DBAs, End users and system support personnel
- Manage BO users and roles in order to enforce data security, while making sure all users have the necessary access to perform their tasks
- Perform installations, upgrades and maintain patch levels as required
- Manage and support technical changes being implemented into the environment
- Troubleshoot and resolve technical issues. Debug, tune and optimize code for optimal performance. Restore system continuity by contributing to incident and disaster recovery
- Maintain Ericsson standards for application and workflows implementations and service
- Increase application reliability and availability through process improvement
- Develop Ad Hoc Queries and extracts to support Operations
- Helpdesk tickets resolution and communication to End users.
- Follow Ericsson, customer SOX, Information Security and other compliance policies.
Qualifications
- Bachelor’s degree in computer science or related experience
- Minimum 5+ year’s solid hands on production support and development experience SAP Business Objects 4.0/4.1 suite of tools.
- Good Experience in SAP BO client tools, such as IDT, UDT, Web Intelligence, Crystal Reports and Dashboards
- Experience in Oracle PL/SQL query and scripts.
- Experience in handling complex production issues
- Experience in identifying repetitive issues and automation
- Experience in creating accelerated solutions that would increase the productivity of support operations
- Experience working with Offshore teams
- Knowledge of Methodologies and Processes
- Strong analytical and problem solving skills.
- Excellent verbal and written communication skills
- Must be self-motivated and able to work both independently and with others
- Excellent interpersonal skills
- Excellent Customer Service skills
- ITIL Foundation certification desired
