SAP Business One Support Consultant

General Information

Opal Wave
Job Type:
Information Technology
Date Posted:
Jul 07, 2022
Employee Type:
Full-Time Employee


The SAP Support Consultant will work within a dedicated 24x5 support function to provide a customer focused service across our existing SAP Business One Customer base across the globe.

The individual will be a Customer focused IT professional with a diversified background in SAP application support across a variety of industries. The role will provide application support to a large Customer base while working in conjunction with other departments within the global Sapphire organization. Strong technical abilities will be critical in identifying solutions and assisting with any issues as they arise.

No travel expected. Due to the nature of the services provided, some flexibility around working hours will be required based on global delivery requirements.

Key Responsibilities:

Provide application support across the SAP Business One software and the associated integrations/add-ons through telephony, e-mail, and self-service tools
Log and update Incidents and Requests (within the ticket management tool) with the relevant actions to keeps Customers and others informed of ticket progress
Diagnose, troubleshoot, and resolve unique, nonrecurring problems while classifying the impact and urgency of the ticket and determining the source of issue
Provide proactive workarounds where technical constraints impede the business process
Escalate issues and involve other support consultants wherever required in order to resolve issues as quickly as possible
Use remote resolution methodologies such as WebEx to apply software fixes, upgrades, system changes and amendments
Liaise with 3rd parties for all software bugs while following up to ensure Sapphire’s SLAs are met or exceeded
Document procedures, knowledge base articles, training manuals in adherence with Sapphire Support processes and templates both internally and Customer facing
Ensure operational processes are adhered to including Incident Management, Requests Management, Major Incident and Problem Management
Identify potential consultancy and/or training requirements while dealing with the Customer and passing these to appropriate Account Manager(s)
As required, review and test SAP Business One, 3rd party add-ons and internal SDK development patches and versions
Advise where necessary, existing, and prospective Customers on best practices of SAP Business One software and Sapphire software
Conduct monthly webinars for Customers on SAP products and related applications

2 to 3 years plus of supporting, troubleshooting and resolving SAP Business One implementations and the associated integrations/add-ons
A thorough understanding of core SAP Business One concepts, including business scenarios and SDDs
A background of working within a support team providing Customer focused services
Outstanding Customer relationship building skills with the ability to grasp Customers’ needs and suggest timely solutions
Degree in Information Systems, Computer Science, related technical discipline, or equivalent experience

Capable of troubleshooting SAP Business One integrations
An understanding of Windows operation systems, MS SQL server, HANA Studio, HANA Views and Crystal reports
Good understanding of business processes and objectives; and the implementation of SAP technologies in complex organisations
Able to see the "bigger picture" to deliver value through Sapphire services with an ability to resolve issues using all available resources
The ability to interface and influence at all levels in an organisation
Strong organisational skills with an ability to manage competing Customer demands
Excellent written, verbal communication, analytical, presentational and facilitation skills

Technical Capability:
Uses technical, job knowledge and experience, incorporating functional skills and broad-based business knowledge, to meet and exceed job requirements and Customer expectations
Personal Effectiveness and Professionalism:
Maintains a professional attitude and approach to work. Uses initiative and has a proactive approach with a drive to contribute. Focuses on achieving positive results, contributing to team goals and the overall success of the business
Customer Focus (internal and external customers):
Drive and motivation to meet and exceed Customer expectations, making their needs a primary focus of your actions. Nurtures relationships by recognising and delivering on internal and external Customers requirements and opinions
Relationship Building & Teamwork:
Builds effective relationships through positive communication that motivates and influences others. Effectively communicates relevant ideas or details of events in a way that enhances relations in the work environment
Innovation & Change:
Innovates to improve current working practices, products, and technologies to provide business opportunities and results. Adapts well to and is energised by change, whilst maintaining focus on key business goals and p

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