Software/Application Technology Support Manager (Multiple Positions) (Accenture LLP; Columbus, OH): Act as the ongoing interface between the client and the system or application to accurately define the issue, and to interpret and design a resolution. Drive incident, issue and outage management, investigation, and restoration.
Monitor systems and trends, and prevent occurrence of incidents, problems, errors, and improve overall performance. Schedule, track, and facilitate acceptance of changes to the production environments by using the applicable processes. Operate IT production services according to Service Level Agreements (SLAs). Provide operational support, ensuring production systems and devices are online and available.
Identify and assess complex problems and create solutions that require in-depth evaluation of variable factors which are implemented by the team. Act independently to determine methods and procedures on new assignments. Make decisions that impact the team through regular consultation with senior management.
Adhere to strategic direction set by senior management. Interact with client or internal senior management.
Must have a Bachelor's degree in Computer Science, Technology, Computer Information Systems, Computer Applications, Engineering, or a related field, plus 5 years of progressive post-baccalaureate experience in the IT consulting industry. In lieu of a Bachelor's degree, employer will accept 2 additional years of experience in the IT consulting industry.
Of the required experience, 5 years of experience must be in each of the following: Utilizing SAP ECC 6.0 Sales and Distribution (SD), Logistics Execution (LE), and Electronic Data Interchange (EDI); Designing and developing functional specifications using SAP standard and custom tables, user exits, business add in (BADI), BAPI ALE, and IDOC; utilizing Service Now, Manage Now, or Remedy for managing and reporting user incident requests and service requests, and HPQC testing tool for managing SAP test scripts, user acceptance test, and regression test; and, fully implementing lifecycle of SAP ECC in Sales and Distribution.
Must have willingness and ability to travel domestically approximately 80% of the time to meet client needs..
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