SAP Service Delivery Analyst

Company Description

Louis Dreyfus Company is a leading merchant and processor of agricultural goods. Our activities span the entire value chain from farm to fork, across a broad range of business lines, we leverage our global reach and extensive asset network to serve our customers and consumers around the world. Structured as a matrix organization of six geographical regions and eight platforms, Louis Dreyfus Company is active in over 100 countries and employs approximately 17,000 people globally.

Job Description

LDC is pursuing an exciting digital journey, driving industrialization of IT delivery and innovating with cutting-edge technology (Cloud, AI and Machine Learning, Agile DevOps/ SecOps, data mesh, RPA, research repositories…).

Our IT strategy has already achieved significant value driving innovation, efficiency, agility and speed to market. Our research and BI capabilities have driven superior decision making, but there is much more still to be achieved and we need great people to make this happen.

Within the global IT organization, you will be offered unique projects with opportunities to grow and develop in a collaborative, fast-moving, vibrant and entrepreneurial spirit. Wherever you join us, you will enjoy an exciting, ever-changing environment with endless space to develop and learn.

The LDC Back-Office IT Services team is looking at how streamlining and standardizing LDC operations, in particular in Finance, Procurement, HR and Master Data, leveraging Shared Service Centers around the globe and global solutions. A significant part of the strategy is to develop one single ERP platform at the epicenter of the business, powered by SAP S4 HANA. The standardized and globalized Back-Office solutions enable agility on the Front-Office systems that manage core trading activities: contracts, execution, deals, that may be regional or global depending on the nature of the business platforms.

In the context of multi-years global SAP ERP program, Louis Dreyfus is in search of an SAP Service Delivery Analyst.

Job Description:

In this role, you are part of the Global AMS SAP Support Team and will provide application support (functional and IT technical) in SAP Finance areas & related interfaces.

You report to the Service Delivery Manager – AMS SAP, located in Bulgaria.

Your focus will be the application support (Incidents management) & delivery of routine system configurations for the LDC live countries, ensuring support levels and expectations from both management and users are met.

Working hours: 09:00 – 18:00 or 10:00 –19:00 local time

Main Responsibilities:

In this Role the SAP Service Delivery Analyst: 

• Have basic knowledge of SAP BOLD business processes and how the solution works
• User facing and first filter
• Timely respond to tickets, questions, email communication and support SAP Key users
• Interact with the users to discover simple issues, explain basic BOLD functional & technical rules, and present resolution
• Can clarify requirement of the users on what is the issue & what the user needs
• Can collect all the needed information from the users (incl. files and screen shots how to reproduce the case), collect business needs and obtain business validation for system changes
• Knows how to run BOLD processes (with some help) and the BOLD data model
• Can solve simple functional or technical incidents
• Can apply simple SAP customizations (routine changes based on procedure)
• Perform / support functional tests (User Acceptance Tests, Non Regression Tests)
• Monitor SAP interfaces and solve or address the encountered errors
• Assess, complete and reassign to more senior team members tickets that requires deeper expertise (documented with function/technical analysis)
• Continuously deep dive in business processes to enrich knowledge and expertise
• Share knowledge within SAP support team maintaining all kind of documentation that is useful for team’s daily work and expertise
• Ensures the execution of Key Performance Indicators (KPI’s) in a timely manner
• Ensure positive working relationship with users, peers, employees and contractors

Requirements:

• University degree in IT, Finance / Accounting, Business school or equivalent
• 2+ years of experience working with SAP Finance/Supply Chain modules
• SAP users’ support experience

Languages:

• English (fluent written and spoken)

Business skills:

• Good SAP Finance knowledge (business process understanding)
• Working experience with SAP Invoices, Accounting documents, Payments, etc.
• SAP users support experience (acting as a Key User)
• Experience with SAP BI data reporting is a plus
• Experience working in international companies & teams

IT skills:

• Experience working with Service Desk ticketing system (Service Now & JIRA ideally) is strong advantage

Behavior skills:

• Excellent Communication skills
• Customer focused
• Self-driven and proactive
• Team player
• Good learning agility
• Analytical and problem-solving skills
• Be able to work under pressure and tight deadlines
• Have a cross cultural mind-set to be able to work with colleagues from all LDC regions across the world

Additional Information

Diversity & Inclusion

LDC is driven by a set of shared values and high ethical standards, with diversity and inclusion being part of our DNA. LDC is an equal opportunity employer committed to providing a working environment that embraces and values diversity, equity and inclusion.

LDC encourages diversity, supports local communities and environmental initiatives. We encourage people of all backgrounds to apply.

Sustainability

Sustainable value is at the heart of our purpose as a company.

We are passionate about creating fair and sustainable value, both for our business and for other value chain stakeholders: our people, our business partners, the communities we touch and the environment around us

What We Offer

We provide a dynamic and stimulating international environment, which will stretch and develop your abilities and channel your skills and expertise with outstanding career development opportunities in one of the largest and most solid private companies in the world.

Our Benefits:

• 25 annual paid leave
• Flexible working hours
• Food vouchers
• Transportation allowance
• Additional medical & dental insurance
• Life insurance
• Sports card with 90/10 coverage
• Various learning & development opportunities
• Yearly performance evaluation plans
• Social clubs & Wellbeing initiatives
• Team buildings & social events
• Employee Referral Program