Customer Communication

Communicate with technical experts to explain the critical issue(s) and solutions for implementation and break fix related questions
Drive Customer Satisfaction through timely & quality communication for any critical situation where advanced support is needed

Troubleshooting Skills

Troubleshooting of customer reported incidents and system alerts in the areas of Application Access Governance domain expertise
Identify, debug and troubleshoot break fix issues for quick resolution
Provide technical analysis for incidents, resolution, and root cause analysis for the incidents
Respond and resolve issues within agreed service levels

Collaboration & Knowledge Sharing

Publish knowledge articles for the incidents and service requests, prepare technical documents for the standard operating procedures
Mentor and train other team members with tech solutions

WHAT YOU BRING

7-10 years hands-on experience in managing SAP Security Roles, SAP Role Management & Maintenance or Oracle ERP or any ERP Products
Extensive hands-on experience in debugging issues with ERP products
Understanding of Segregation of Duties
Working with internal auditors on providing Security SOX Support.
Experience in the SAP GRC Access Control module
Understanding of Segregation of Duties (SoD) concepts
Knowledge of transportation concepts in SAP
Experience with at least one full SAP, Oracle or third-party governance systems GRC implementation
End Point exposure/knowledge:
Knowledge of users and access tables in the SAP security model or Oracle Security Model
Exposure to managing the audit data in SAP or Oracle
Exposure to GRC implementation with SAP, Oracle or third-party governance systems
Develop and maintain documentation for SAP Role Management best practices.
Excellent understanding of Segregation of Duties, SOD Rulesets, Risks and Mitigating Controls
Management and Maintenance of SOD Rulesets will be an added advantage
Developing security role administration processes
Designing roles for business and basis users
Working with internal audit resources
Ensuring compliance with security policies and control sets
Performing research to develop expertise in SAP GRC, Oracle or third-party governance systems security functionality
Leading the development of SAP GRC, Oracle or third-party governance projects

Preferred qualifications

Bachelors degree in information systems, computer science, business administration, or a related field
SAP Certification in GRC modules a plus

Technical Lead, Support Operations- SAP