SAP Business Analyst – Application Support (Production & Operations) at Sirtex in Woburn, MA, United States

Job description

• The SAP Business Analyst will serve as the internal first point of contact for SAP application support, with a primary focus on Production and Operations (PP, MM, QM, SD) and a secondary focus on Finance (FI). The role owns ticket intake, analysis, and resolution tracking, and coordinates with Sirtex's external SAP implementation and AMS partners for changes requiring configuration or development. Future-state design and solution architecture for the ongoing S/4HANA migration are owned by Sirtex program leadership and the E-Strategy implementation team; this role is not involved in migration design.
• NOTE: Candidates must be local the Boston, MA area and be able to adhere to our hybrid policy, which is currently 3 days/week in office and 2 days/week remote.

Responsibilities

• Own end-to-end ticket lifecycle in Zendesk, and raise tickets in the E-Strategy AMS ticket system: intake, clarification, business-impact assessment, prioritization, resolution tracking, and closure
• Resolve L1 issues directly (master data, user error, authorization, transaction how-to, report output); reproduce and document L2+ issues for escalation to the AMS partner
• Apply importance-vs-urgency classification; keep the backlog visible and aging under control
• Follow up with the AMS partner against SLA; participate in recurring ticket review forums
• Gather and document CR requirements from Production/Operations (and, where relevant, Finance) business users; write clear functional descriptions for the implementation/AMS partner
• Coordinate business review and sign-off for production CRs; track CRs through to production release
• Maintain the CR pipeline and status reporting to Bobby Qiu
• Maintain work instructions, FAQs, and how-to material; run refresher sessions for end users
• Document recurring issues and their resolutions to reduce repeat ticket volume

Requirements

• 6+ years supporting SAP in a business analyst, functional analyst, or application support role
• Hands-on functional knowledge of SAP PP (production orders, batch costing), MM, QM, or SD
• Practical understanding of shop-floor and supply-chain processes: production execution, procure-to-pay, quality inspection/notification, order-to-cash
• Demonstrated ticket-based support experience with SLA discipline (Zendesk, ServiceNow, or equivalent)
• Strong troubleshooting instinct and clear written communication with non-technical business users
• US work authorization; must be able to work on-site in the Boston area; no remote; no travel

Skills

Required

• SAP PP
• SAP MM
• SAP QM
• SAP SD
• Zendesk
• ServiceNow
• SLA discipline
• Troubleshooting
• Clear written communication

Benefits

• Diverse and flexible work arrangements to achieve the optimum balance between work and personal responsibilities.
• A culture of respect, diversity, collaboration, and innovation fostering inclusiveness and superior performance.
• Attractive compensation and benefit packages which are practical, robust and equitable.
• A commitment to support ongoing professional growth through career development, on the job experiences and training opportunities.
• Challenging work which supports the development of new and better ways to improve clinical outcomes for oncology treatment around the world.
• An unwavering commitment to company values, employee safety and excellence in everything we do.
• The target base salary range for this position will range from $124,000 to $155,000 annually. Individual compensation for this job requisition will be based on non-discriminatory factors, including your geographic location, skills, experience, education and other factors as they relate to the position requirements. Actual compensation may vary depending on the confirmed job-related skills and experience.
• In addition to the expected base compensation, this role is eligible to participate in Sirtex’s incentive programs (target bonus of 10% for this position) and benefit plans, which include paid sick and vacation time, health insurance and a generous 401k matching program.