Manager, SAP IT Support , Kuiper Enterprise Technology

$123,700 - $213,900/Yr

Unclassified - Redmond, WA

Full-time - Mid Level

Redmond, WA

About the position

As the SAP Applications Support Manager at Amazon Kuiper, you will play a pivotal role in managing the SAP Shop floor support team (L1) to ensure that the service and support provided are timely and accurate on a daily basis. This position is crucial in supporting Project Kuiper's mission to build satellites and deliver fast, affordable broadband to underserved communities around the world. You will be responsible for leading the internal SAP support operations, reviewing user experiences and feedback, and contributing to the overall improvement of application adoption and functionality. Your role will involve closely collaborating with contractors and internal team members to address support needs for the SAP system, ensuring that all levels of production operations, including Procurement, Sales, Trade compliance, Finance, and Quality, receive adequate end-user support. In this position, you will also be tasked with creating and updating support manuals and end-user training documentation, maintaining appropriate access for employees within the support team, and presenting metrics and dashboards regarding service level agreements (SLAs) to executive management. You will help set specific end-user service standards and actively monitor and manage responses to end-user queries, establishing best practices throughout the technical support process. Your ability to evaluate team productivity and provide feedback to internal teams will be essential in improving application functionality and usability based on user feedback. Although this is not a people manager role, you will be responsible for delivering support work with contractors and internal team members, ensuring outstanding first-level technical support and identifying opportunities for improvement.

Responsibilities

• Lead the internal SAP support work day-to-day operations.
• Review user experience and feedback to improve application adoption and functionality.
• Work closely with contractors and internal team members to address support needs for the SAP system.
• Provide end-user support to all levels of production operations including Procurement, Sales, Trade compliance, Finance, and Quality.
• Advise regarding standard SAP functionality and best practices as it evolves with company needs.
• Ensure maintenance of appropriate access for employees within the support team.
• Create and update support manuals and end-user training documentation.
• Maintain and present metrics and dashboards regarding SLAs to executive level management.
• Set specific end-user service standards and contribute to improving SAP support by monitoring and managing responses to end users' queries.
• Establish best practices through the entire technical support process and identify areas of improvement.

Requirements

• A minimum of 5 years of end user support experience with SAP ERP or similar systems.
• Proven track record of training teams of 20+ end users and team members on enterprise systems functionality.
• 3+ years experience with Work/Ticket Management tools such as JIRA/Service Now.
• 3+ years experience with SDLC approaches such as Waterfall / AGILE and Scrum calls.
• 3+ years experience working with software development teams providing requirements (Functional Spec, Business Requirements Documents).
• A minimum of 3 years of hands-on SAP experience within Procurement, Sales, Finance and integration with other Supply Chain modules.
• Master's degree in IT or related field.
• Solid technical background with an ability to give instructions to a non-technical audience.
• Customer-service oriented with excellent written and verbal communication skills.
• Exceptional customer service skills with a problem-solving attitude.
• Task-oriented and organized, with experience managing a ticket queue and ability to prioritize.
• Team management skills, team player, can collaborate in a productive fashion.
• Able to troubleshoot a large variety of technical issues.
• Experience in remote support.
• Ability to work under pressure.

Nice-to-haves

• Experience with SAP applications in a manufacturing environment.
• Familiarity with satellite manufacturing processes.

Benefits

• Competitive salary ranging from $123,700 to $213,900 per year based on geographic location and experience.
• Equity and sign-on payments as part of total compensation package.
• Full range of medical, financial, and other benefits.