Application Management Services Analyst

Role Summary:

The Application Management Service Analyst at CCEP is responsible for providing second-level Application support (SAP and other application with .Net & PHP based platforms), to work closely with Business users to maximize the benefits of the application solution. The team ensures that the delivery of required support services exceeds defined Service Level Agreements. The role encompasses the identification and investigation of problems and the implementation of appropriate solutions. This involves conceptual development and implementation of application enhancements, cross-skilling in multiple application modules, training users, working with programs to deliver the appropriate solutions, and providing second-level support.

Additionally, this role provides services such as system investigation and working closely with the Platform team to do application fixing. This role is also responsible to provide required SOP documentation to first-level support (helpdesk) to enable them to resolve the issue. This role needs knowledge of the technical skill, communication, documentation, and analysis to provide service on Application Enhancement Requests that are assigned to the Service Delivery Team.

Scope & Responsibilities:

• Create and solve problem management tickets to manage repeating incidents and ensure implementation of solutions to fix the root cause.
• Escalate high-priority incidents in line with the IT escalation framework.
• Part of the service transition of the project to Business as Usual support
• Complete the Testing and User Acceptance Test
• Work closely with other technical teams and solutions delivery teams to resolve support issues.
• Contribute to the ongoing improvement of development and technical standards.
• Investigate and resolve incidents/problems escalated to the team.
• Provide sea cond level of application support (SAP and other applications used by business) to IT staff and business users.
• Ensure adequate functional documentation exists for developed programs.
• Take responsibility for providing and managing a work environment that is safe and without risk to health by ensuring OHS policy, plans, procedures, induction, training, and work instructions are followed. Ensure that hazard management including identification, assessment, and control is undertaken.
• Provide a functional specification of the Application Enhancement Request

Education Background:

• Holding a minimum “S1’ Degree from a reputable university, ideally tertiary qualified in IT or a related discipline

Professional Experience:

• Experience in supporting other ERP system such as WMS System, are preferable.
• Experience in supporting SAP (module SD, IM, WM, PE, MM, PP, TMS, EWM) are preferable
• Minimum 2 years experience in IT.
• Experience in application problem solving or working in an ITIL environment.
• Experience in supporting applications with .Net & PHP based.
• Experience in supporting applications by analysing data in SQL Database using query language.