Overview

This position is responsible for working with Business Units, Functional teams, and IT support teams on various IDOC message types related to Supply Chain operations. The role involves monitoring, analyzing, and resolving IDOC failures related to Master Data, OTC (Order to Cash), Sales & Distribution, and other supply chain processes.

In addition to core responsibilities, the role actively contributes to process improvements, automation initiatives, stakeholder management, and operational governance to ensure smooth business operations and system reliability.

The position also supports incident resolution, root cause analysis, and continuous monitoring of IDOC flows to ensure business continuity and SLA adherence across supply chain processes.

Responsibilities

Incident & Problem Management - Ensure timely resolution of production issues, minimize downtime, and manage escalations effectively. Conduct root cause analysis to prevent recurring problems.
Team Coordination & Resource Management - Assign tasks based on expertise, balance workloads, and ensure adequate coverage for critical support windows. Provide guidance and mentoring to team members.
Stakeholder Communication - Act as the primary point of contact between business users, IT leadership, and the support team. Provide clear status updates, progress reports, and manage expectations.
Process Compliance & Documentation - Enforce adherence to ITIL processes (incident, change, and problem management). Maintain accurate documentation of issues, fixes, and system changes for audit and knowledge sharing.
Continuous Improvement & Risk Management - Identify opportunities to optimize SAP processes and system performance. Anticipate risks, plan preventive measures, and drive automation or proactive monitoring initiatives.
Work closely with Business Units, field users, and IT support teams to understand operational requirements and deliver efficient and innovative solutions to support supply chain processes.
Monitor and manage high volumes of IDOC transactions, ensuring timely resolution of failures within defined SLAs while minimizing operational disruptions.
Drive process improvements and automation initiatives to reduce manual work and enhance operational efficiency using tools such as Power BI, Power Query, Excel automation, and Winshuttle.
Lead root cause analysis discussions for recurring IDOC failures and collaborate with IT teams to implement permanent solutions rather than temporary fixes.
Manage and execute Winshuttle scripts to automate PID document posting and settlement processes, ensuring accuracy and timeliness.
Monitor operational dashboards and reporting systems to ensure smooth process flow and proactive issue identification.
Act as a Single Point of Contact (SPOC) for business escalations, supporting urgent operational queries from Business Units and stakeholders.
Support User Acceptance Testing (UAT) for system changes, automation tools, and new functionality implementations within supply chain systems.
Develop and deliver process documentation, SOPs, and training materials to support knowledge transfer and operational standardization.
Coordinate team activities and provide operational guidance, ensuring effective collaboration and seamless shift handovers.
Ensure clear communication between teams during operational transitions, maintaining continuity of critical supply chain activities.
Identify opportunities for innovation and process optimization, contributing ideas that improve productivity, reduce turnaround time (TAT), and enhance reporting transparency.
Support governance, compliance, and audit readiness activities by maintaining process documentation and operational records.
Ensure proactive monitoring and resolution of incidents affecting supply chain operations, minimizing business impact.
Maintain strong collaboration with cross-functional teams including Planning, Supply Chain, IT, and Business stakeholders to support operational goals

Qualifications

Strong knowledge of SAP systems including SAP ECC / SAP S4 HANA and IDOC processing
Experience in Supply Chain processes including Order Management, Master Data, and OTC flows
Strong working knowledge of Excel, Power Query, Power BI, VBA automation, and reporting tools
Hands-on experience with automation tools such as Winshuttle for transaction automation
Ability to manage high transaction volumes and ensure SLA adherence
Strong stakeholder management and cross-functional collaboration skills
Ability to communicate technical and operational issues clearly to both business and IT teams
Experience in process optimization, automation initiatives, and operational efficiency improvements
Leadership capabilities including team coordination, knowledge sharing, and operational guidance
Strong documentation and process governance skills
Ability to manage multiple priorities while maintaining high accuracy and quality standards
Proactive mindset with a focus on innovation and continuous improvement

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