IT Customer Service, SAP Authorisation Analyst
Huntsman
Malaysia - Kuala Lumpur
48 hari yang lepas

Job Description : General Purpose of Job

General Purpose of Job

Provide backend and global support to ensure the provision of incident management, service requests and access management For SAP Authorization within agreed service level.

Responsibility for the ownership for Service Request and Incident as part of team delivery, including the support for Huntsman IT service in Warehouses, third-

party suppliers & Huntsman end-customers using e-Business functionality. Operate the Global IT SAP Authorization support processes and information in line with the Customer Service procedures ensuring high accuracy, SOX compliance and quality information.

Fully contribute to activities that meet and integrate with Huntsman & Global IT organizational requirements for quality management, health and safety, legal stipulations, environmental policies and general duty of care.

Prioritized Essential Functions and Responsibilities

With minimal supervision and little decision-making :

  • Perform User Administration in accordance with approved (e.g. SOX) procedures to create, modify, and delete user ids in an efficient manner and with proper documentation.
  • This would include creation of new user ids, assigning of existing job roles, resetting passwords or notifying user of the password reset tool when appropriate, removing access based upon audit or SOX tickets, and deleting user ids based upon leavers tickets or inactivity reviews.

  • Responsible for SAP Authorization support activities via Global Call Centers. Works to resolve service requests by providing support and resolving incidents within the agreed service level.
  • Responsible for managing an individual incident through the Incident Management process, assessing their technical requirements and ensuring cross-

    team coordination to ensure resolution. Works with various resolver groups to close issues and reaches out to other IT departments where deemed necessary.

    Charged with capturing and recording high quality information and actions, monitoring their ticket queues, and respond timely to new tickets.

    Also tracks outstanding calls & work orders, and will contact users informing them of call progress and escalations in order to meet the Customer Service objective.

    Contributes to the team objective to resolve to the maximum of their capabilities, ensuring that the information is complete or / and by facilitating the restoration of normal operational service or workaround with minimal business impact on the user through knowledge and understanding in methods, systems and procedures.

  • Contributes and adheres to SAP Authorization process compliance and improvement initiatives. Ensures that Access Management processes are adhered to and helps to organize and supervises improvement projects and contributes ideas for further improvement of the organization and the processes.
  • Deliver against a SAP Authorization Improvement plan, which is part of the overall Customer Service Improvement strategy.

    As a change coordinator, coordinate all activities required to complete a change.

  • Leverages Huntsman’s social networking capabilities to capture support activities, increase business communication and help support end-
  • users ; Promotes self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs.

    Other general responsibilities :

  • Follows instructions and performs other duties as may be assigned by supervisor.
  • Assists other employees in accomplishment of Huntsman company goals.
  • Participates in and completes company-required training programs.
  • Participates in Environmental, Health, & Safety initiatives as set forth by the company.
  • Requirements

  • Bachelor’s Degree in Information Technology, Business Administration, or Technology Management
  • 3y+ working in a Shared Service Center or IT environment with a strong customer focus area
  • ITIL Operational experience in the Incident Management process would be a plus
  • Service delivery experience within a delivery of enterprise services to multiple users across multiple regions would be considered a plus
  • Promotes and supports standardization and continuous improvement
  • Active knowledge of SOX, SAP technology and Authorization tools and processes.
  • Specific Skills and Knowledge

  • Must have a level of proficiency with Internet, Email, and Microsoft programs
  • Fluency in written and spoken English; Chinese Mandarin and other languages are an extra (not required)
  • Experience in working in a multinational environment would be a plus
  • Good understanding of the Huntsman businesses ( divers & complex from an IT Service Support point of view ) and internal IT resolver groups, ensuring dispatching or escalation of calls & work orders to the appropriate resolver groups ( internal & external ) to maintain SLA / OLA
  • Demonstrate knowledge of Huntsman’s policy / compliance framework, business processes, reporting procedures, existing and planned information systems and services for the site(s) in which they operate.
  • Ability to adhere to the quickly changing processes and procedures within the SAP Authorization environment.

    Any personal data that you provide to Huntsman International LLC, its subsidiaries or its affiliates (together, "Huntsman") as part of the online recruitment process and / or otherwise for potential employment (including any sensitive personal data) will be handled according to Huntsman's Notice about the Processing of Personal Data of Applicants, which is located on the Company's privacy page at www.Huntsman.com

    Thank you for your application. We regret to inform that only shortlisted candidates will be notified.

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