BIASAPS Functional Analyst

Location: Mauritius

Contract Type: Permanent contract

Job Description available in English

About BIA

BIA Group is active in the sales, rentals and after-sales services of equipment intended for public works, mines, quarries and transport. The Group operates in Europe, Africa and Asia and has more than 1300 enthusiastic employees.

Summary

Provide 2nd level ticketing support on SAP and reporting tools for Service and Maintenance (SM), Movilizer (PRISM) and Warehouse Management (WM) modules to business users via the ticketing system and to respond timely to service requests according to SLA. Identify training and coaching needs of users and conduct adequate user and team member’s training and coaching, for MM/SM/WM topics. Participate in the documentation of business processes, procedures, work instructions, tips & tricks and policies related to BIASAPS Support Department. Proactively propose corrective and preventive measures in SAP, as part of ticket reduction strategy for recurrent tickets.

What will be your responsibilities?

1. Operational Excellence, Customer Focus & Follow Up:

Respond according to the SLA time frame to support tickets via the ticketing system.
Perform regular follow-up of opened issues according to SLA established.
Communicate with business users on resolving of tickets, and timely closing of tickets when request has been attended.
Prioritize request of end user based on ticket priority (importance, complexity and urgency).
Demonstrate sound knowledge of relevant business processes when tackling issues.
Before closing any non-recurring ticket, ensure the proposed solution will meet business requirements.
Work on ticket reduction strategy, especially for recurring requests.
Act as backup to other team members for handling tickets from other modules, after having received relevant trainings.

2. Communication, Training & Coaching:

Organize/participate on forums with business users to present new features or to discuss best practices related to MM/SM/WM.
Animate contact with business key users by sharing information and giving feedback.
Identify issues / improvement suggestions and discuss with the BIASAPS Support Manager.
Conduct relevant training and coaching sessions with business users as and when required.

3. Documenting business processes & project management:

Document and communicate to users regular problems encountered, through Tips & Tricks.
Participate in the documentation of BIASAPS Support Processes, Procedures and Work Instructions.
Provide appropriate documentation manuals to users when needed, and ensure accessibility to intended audience.

4. Miscellaneous:

Work on different modules of SAP.
Work on other software’s.

5. Any other cognate duties.

Who are we looking for?

Diploma in IT, Software Engineering from a recognized institution or equivalent.
At least 1 year experience in functional business exposure in SAP processes would be an advantage.
Fluent in French and English both oral and written.
Willingness to travel to BIA entities between 0-10% per year.
Ability to understand and view situations from user’s perspective.
Positive attitude, and willingness to embrace and adhere to the culture of the company.
Analytical Thinking and Customer Focus.

What's in it for you?

A permanent contract.
A competitive salary and an interesting package of extra-legal benefits.
A human sized company with international dimension, encouraging autonomy and team spirit.
Cooperate in a team with experienced and passionate colleagues within a successfully growing family-owned company.
Benefit from a challenging career opportunity with an extensive training program.
In this challenging job you get the possibility to take initiative and further develop the function.