L1 Support Specialist - Services Supply Chain
L1 Support Specialist Location: Mexico (Remote) Employment Type: Position Summary The L1 Support Specialist will clarify and support user needs by responding to and resolving technical issues in support of Services Supply Chain operations. The role is key in ensuring timely, high-quality service delivery by addressing both business and technical challenges within SAP S4 and related tools. Additionally, this position will lead efforts to clarify and support regional user requirements, investigate complex issues, and act as a communication bridge between business users, IT, and operations.
Key Responsibilities
- Receive and acknowledge issues from customers or identify issues proactively.
- Perform case qualification, problem analysis, and confirm prioritization with the customer base.
- Identify and verify the impact of various alternatives on local or regional systems and processes.
- Define interim strategies or workarounds and facilitate communication with users through structured processes.
- Identify and engage additional resources when necessary.
- Collaborate with appropriate teams to address escalated issues.
- Drive the implementation of solutions, consulting and coordinating resources as required.
- Perform root cause analysis to identify trends, gaps, and training needs.
- Update documentation and communicate relevant information as needed.
- Stay current with local business requirements, best practices, and ensure accurate information sharing with business users.
Key Experience Desired / Feeder Positions
- Experience in Supply Chain Management.
- Working knowledge of SAP S4 Application and awareness of SeeBurger and PO Middleware.
- Business and/or Technical degree (or equivalent combination of education and experience).
- Strong aptitude for technical and business process activities.
- Proficient in Microsoft Office tools (PowerPoint, Excel, Word, Internet Explorer, etc.).
Key Competencies / Selection Criteria
- Customer orientation and responsiveness.
- Strong analytical skills with sound judgment and decision-making capability.
- Effective communication skills (both oral and written).
- Teamwork, flexibility, and adaptability in a dynamic environment.
- In-depth understanding of Supply Chain operations, support models, processes, roles, and responsibilities.
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