Client Services Support Analyst

POSITION  SUMMARY: 

Join a Global Team that drives on delivering the best Customer Experience to our agency users contributing to their best performance and delivering the best results to the Company. Within the Client Services Team you will be responsible for taking and resolving Level 2/3 issues/queries regarding our SAP Systems and working with all the appropriated parties to ensure resolution. We are looking for engaged individuals who have experience of working on SAP with Finance, Production and Security areas.

ESSENTIAL FUNCTIONS:

• Maintain appropriate log of issues/queries as put forward by our agencies within support software
• Optimize issue resolution by following production support procedures – effective, efficient, documented issue resolution
• Work closely within the support team and liaise with other functional team members and/or managers to maintain and apply common processes and take issues to resolution
• Actively promote the designed processes within the organization
• Contribute to group goals as set out in the methodology and achieve high level results – by being proactive in the approach
• Actively participate in the creation of support documentation and articles to ensure good knowledge transfer within the team and provide users with the best articles to support their self-service experience
• Participate in ad-hoc and on-going support and Production/Financials projects
• Engage and manage customer relationship at an individual and group level
• Work in a hybrid environment. You will be required to work minimum two days in the office per week.

 EDUCATION, SKILLS, AND EXPERIENCE REQUIREMENTS:

• Bachelor’s degree in Business Administration or Computer Science or equivalent experience in SAP
• Exceptional verbal and written communication skills
• Knowledge of SAP FI, SD, MM and PS integration points  
• Knowledge of Time Management; SAP Security and GRC; Travel and Expenses; Purchasing; Estimating & WBS Processes/Support
• Knowledge of SAP Processes from finance to production and project management areas (SAP Roles or End User experience)
• Good knowledge of finance business processes
• Proficient with Microsoft Office Products – Excel and Teams is preferred
• Fluent in another language – Spanish preferred
• Good skills in planning, coordinating, and prioritizing
• Good knowledge of support processes and procedures
• Ability to work to tight deadlines
• Able to take full responsibility for tasks/tickets
• Good analytical and problem-solving skills to correctly diagnose and fix problems
• Ability to multitask, as the job often involves working on more than one topic concurrently
• Excellent team-working skills
• Previous experience in a 2^nd level support role
• Experience of working within a customized SAP solution
• Configuration experience in SAP SD, MM, and/or FI/CO is preferred
• Experience in using ITSM tools (ex. Remedy/ Helix) is preferred

SALARY RANGE:

The salary range for this position is $60,000 to $65,000. Where an employee or prospective employee is paid within this range will depend on, among other factors, actual ranges for current/former employees in the subject position; market considerations; budgetary considerations; tenure and standing with the company (applicable to current employees); as well as the employee’s/applicant’s background, pertinent experience, and qualification

BENEFITS OF JOINING IPG:

One of our primary goals is to support the health and well-being of you and your family. Our compensation plan includes the following benefits, in addition to many others:

• Healthcare Options
  • Medical
  • Dental
  • Vision
  • Prescription
• Dependent and Health Care Flexible Spending Accounts
• 401(k) savings plan with company match
• Flexible based Paid Time Off
• Employee Assistance Program
• Legal Assistance Plan
• Tuition Reimbursement
• Employee Stock Purchase Plan
• Exclusive discounts on cell phones, gyms, and everyday purchases

IPG is an equal opportunity employer and we value diversity inclusion and equity at our company. We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, creed, national origin, gender, sexual orientation, age, gender identity, marital status, citizenship, disability, genetic information or veteran status or any other basis prohibited by applicable federal, state or local law.

•

Last updated on Aug 13, 2024