SAP Service Improve Analyst

About The Company 

Inchcape is the leading global automotive distributor operating in more than 40 markets. We partner with some of the biggest brands in the business to power better mobility today and in the future. 

Our diverse global team of over 18,000 talented colleagues foster an inclusive and collaborative culture, delivering a brilliant experience for our customers and partners. We’re a dynamic and fast-growing business, driving the transformation of our industry and redefining tomorrow 

The Digital Delivery Centres accelerate Inchcape’s digital journey by positively impacting the business and its customers through innovative and essential technological solutions. 

Through our top talents, we support the mobility of millions of people globally through the power of digital technology. 

Purpose of Role: 

Monitor the quality of services ensuring SLAs and user satisfaction, which area provided by the SAP technical and functional support teams.

Job Role and Responsibilities: 

• Update and publish the operation management reports, dashboards and indicators established as metric of the services provided by the SAP support team.
  
• Monitor SLAs and ensure the correctly cataloguing process of tickets managed by SAP Services and Support team.
  
• Ensure tracking of escalated tickets in order to keep users informed of the latest updates.
  
• Rise alerts to act in a timely and appropriate manner. 
  
• Maintain processes updated and documented in the repository.
  
• Assist the management and continuous improvement on our processes. 

Qualifications: 

• Knowledge in Microsoft tools as Excel and PowerPoint
• Desirable, but not essential, Microsoft Power BI and Manage Engine
• Desirable, but not essential, ITIL fundamentals certification 
• Analytical skills
• Detail and results-oriented 
• Good organization and Problem-Solving skills
• Customer service skills