OTC Business Applications Analyst

Palatine, IL

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The Analyst-Order to Cash (OTC) Business applications, partners with the business and outsourced providers to ensure service levels for both outsourced, in- house application maintenance services and cloud application functions are maintained and continually improved, and that any problems with the day-to-day delivery of services provided by the service providers and in house teams are minimized. This role will actively work on incident and problem resolution for a defined group of applications. Business application areas supported include global order to cash, finance, manufacturing and supply chain operations.

Essential Duties and Responsibilities:

  • Subject Matter Expert (SME) for certain functions of SAP OTC global application and the cloud applications supporting customer service. Ensure that solid break/fix and routine maintenance solutions are implemented in an efficient and effective manner.
  • Perform ongoing support and maintenance of enterprise IT applications in the OTC business function, for overall support and business concerns and issues. Drive on-going reliability and stability of systems supporting Weber OTC business functions, ensuring minimal-to-no business disruptions.
  • Build and maintain relationships with business partners, SME’s, and work collaboratively with them and to ensure high level of customer service.
  • Evolve existing support tools to automate repeatable support processes, streamline operations, expand customer services and facilitate reporting of support metrics.
  • Manage day-to-day relationship with the IT application maintenance service providers to ensure the effective delivery of IT application maintenance services to client managers and employees.
  • Act as primary liaison on a day-to-day basis regarding communication between the client and the IT application maintenance service provider regarding service delivery changes, problems and recovery efforts.
  • Ensure proper escalation of high-priority items to the Weber business and appropriate Weber IT Management.
  • Design, Solution and follow all Software Development Lifecycle (SDLC) deliverables (Change Requests, Requirements Documents, Design Documents, Test Documents, etc.).
  • Ensure Incident/Problem/Service Request Standard Operating Procedure (SOP) Compliance by Service Provider.
  • Attend weekly ticket review meetings with service provider. Attend bi-weekly ticket status update meetings with the business; be the customer's single point of contact at Weber in IT application maintenance.
  • Lead collaboration efforts within application maintenance, as well as with cross-functional teams (BRM, Architecture, PMO, Infrastructure Organization etc.)
  • Analyze and implement innovative approaches, processes, and services to drive continues improvement in application support excellence.
  • Drive results through the effective management of resources, plans, policies, and processes having significant impact on the organization.
  • Provide troubleshooting and root cause analysis, break/fix resolution, recurring routine maintenance and enhancement activities, gather and analyze problems/data and identify and recommend improvements
  • Define and execute test cases for unit, integration, system functional, stress and regression testing, as well as acquire user acceptance sign off.
  • Perform system change activities- including configurations, data loads and periodic activities as needed.



The incumbent may perform all or some of the following duties:

  • Be a team member and complete deliverables of minor projects and small enhancements; managing planning, resourcing and execution work in a timely fashion.
  • Work with the technical leads and Application Development teams in controlling and maintaining the health of the applications.( Includes periodic activities such as DR and other application patches)
  • Perform other related duties as assigned or required.

Experience or Knowledge Required in the DISCIPLINE OR FUNCTION:

  • Minimum of 4 years of overall IT experience with at least 2 years of in Application development, maintenance or support of SAP order to cash applications such as SAP SD,SAP LE,SAP TRA,SAP BIL,SAP IM.
  • Experience in design and deployment of web applications and working knowledge of any of the web technologies like Java, JavaScript, JSON, C#.
  • Understanding of various Software Development Lifecycles and deliverables.
  • Effective collaboration and partnering skills.
  • Strong verbal and written communication skills with the ability to articulate complex ideas in easy to understand business terms to leaders.
  • Understand newer cloud technologies and collaborate with partners to provide robust end to end solutions.
  • Effective analytical skills.
  • Ability to build excellent interpersonal relationships.
  • Strong analytical and problem solving skills.
  • Ability to remain calm under pressure, and work effectively through urgent high stress situations.
  • An ability to translate a business needs into tactical operating plans
  • Strong analysis and problem solving skills; ability to rapidly analyze, identify and communicate business critical problems within an IT environment.
  • Understanding of Development and Support methodologies including Service Desk incident routing and SDLC.
  • Proven performance in a dynamic fast-paced team environment.

Supervisory Responsibilities

  • This position has no supervisory responsibilities. However individual may lead vendor and other independent consultants.
Language Skills      
  • SAP Query & LSMW skills required. ABAP and / or IDOC knowledge is a plus. Knowledge of front end languages like Java, C#, JavaScript and integration of web technologies with backend applications is prefferred.
Certificates, Licenses, Registrations: 
SAP certification is a plus.  

Other Skills and Abilities: 
  • Team player, used to working in a dynamic environment
  • Hands on configuration experience in the SD area, including: pricing, document types, deliveries and shipments, ATP, invoicing, credit and returns.
  • The demonstrated ability to troubleshoot and recommend alternatives to resolve conflicts between business requirements and standard system functionality.
  • Experience with release ECC 6.0 is highly desirable
  • Desired experience with WM, CPG industry.




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