Application Support - Business Intelligence / SAP BW Analyst

POSITION SUMMARY

The Application Support – Business Intelligence / SAP BW Analyst role provides support to the Global Business Intelligence team. It provide administration, functional, and development support for the Abbott SAP Business Warehouse (BW) system. The role also helps provide monitoring and admin support for the Global BI toolsets (Azure Data Factory, Power BI).

The role holder will work closely with the Application Support - SAP BI Reporting Analyst in issue resolution for any SAP BW work. They will also need to collaborate with the Functional, Security and Basis analysts for the SAP system to ensure all builds are fit for business use, whilst adhering to the Abbott Development standards.

As the Global BI toolsets are further integrated into the Abbott ecosystem, the duties of this position will also expand. Training will be provided to ensure this Analyst role has the correct skillsets to provide the necessary support.

The position requires ability to work a flexible shift, which may include evenings and potentially some weekends, with an on-call requirement for escalated high priority issues.

In order to effectively support the Abbott businesses, this position will require fluidity in English.

PRINCIPAL RESPONSIBLITIES

This is a Level 2 support position that directly interacts with end users and company management. There are two main areas of responsibility.

SAP Business Warehouse (BW)

Responsible for the day to day development and administration of the ARDx SAP BW Systems.

Providing end user support on existing BW BEx reports, including end user training on reporting tool functionality and features, as well as data tracing (“Where does report A source this data?”).

Per coordination and approval from the Global BI team, they will be responsible for development and modification of existing BW landscape objects.

Development and modification of existing SAP BEx Queries and Workbooks.

Monitor the daily process chains and resolve any loading issues

Run any manual flat file data loads into the system as needed

Coordinate any landscape changes with the Application Support – SAP BI Reporting Analyst to ensure appropriate testing scenarios are established to mitigate any disruptions to reporting

Coordinate with the Basis team as needed for technical issues

Collaborate with the Application Support – SAP BI Reporting Analyst to help increase knowledge on monitoring the Business Objects system.

Monitor the error logs and short dumps

Assist with any user GUI connectivity issues

Ability to research OSS for appropriate notes to correct system issues, as well as the ability to implement the OSS Notes.

Maintain SAP BW process related documentation in accordance with our Change Management policies and processes.

Establish a strong and effective working relationship between the Reporting, Functional, and Security based SAP teams as well as the Transition Management and Project teams.

Coordinate with the Security analysts for any security based issues

Create and update documentation related to BW Objects (in English)

General BI Support and Admin

Assist the Global BI team by routing support tickets to the correct resources, ensure SLA for resolution are met

Assist the Data Engineering team by monitoring the Data Factory orchestrations, escalating to application support as needed.

Assist the reporting/analytics teams in the assignment of Power BI Worksets

Contribute to our continuous improvement initiatives relating to the processes we use to resolve Incidents / Change requests.

Assist in the assessment, determination and documentation of customer requirements for reporting/BW services provided by Global BI.

Abide by all GIS Policies and Procedures pertaining to security of data, the network and its applications, proper account access and management, and general Standard Operating Procedures.

Undertake any other duties reasonably requested to meet business needs.

Assisting in defining technical requirements for on-going system maintenance and future functionality

Agrees requirements with Abbott SAP Functional team and the business to ensure the information supplied is understood and timelines have been confirmed.

Giving recommendation on the best development approach without compromising the current functionality and anticipates on future needs.

Creation and maintenance of technical documentation.

PROBLEM SOLVING, DECISION MAKING & ACCOUNTABILITY

Self-motivated, team oriented approach, able to operate effectively in a busy environment.

This position requires a high level of independent thinking and the ability to solve problems in a fast-paced environment.

Works on diverse range of support issues requiring ability to independently identify, evaluate and resolve problems.

Works independently / part of a team to produce solutions in support of customer service level agreements.

Works proactively and uses own initiative to ensure business needs are met effectively.

Ensures all solutions adhere to applicable change control requirements.

Addresses immediate service needs of all end users regardless of Business Unit affiliation.

KEY SKILLS

Good time management skills, with proven ability to prioritize and organize a demanding workload, adapting to fit the changing needs of the business.

Self-driven and curiosity toward Business Intelligence/Analytic toolset trends

Strong customer service orientation, able to understand and meet the needs of a diverse client base in a positive and professional manner.

Self-motivated and team oriented approach, able to work well with direction and independently.

Strong problem-solving skills, with the ability to combine technical knowledge and customer support skills to successfully and repeatedly instruct people on the steps to take to solve computer problems.

Excellent interpersonal and communication skills (both written and verbal), able to relate with users, service providers, management and internal / external audit teams.

Providing functional and technical support to SAP team members on matters related to the Business Warehouse

Ability to recognize the critical elements of problems, gather, evaluate information present recommendations and develop quality solutions.

Able to communicate and collaborate with business users and the SAP team

Ability to communicate technical details and concepts in a non-technical manner.

EDUCATION/EXPERIENCE

Essential

A minimum of 6 years of SAP BW development

A minimum of 2 years of SAP BW admin functions

Extensive experience in BW data modeling (Extractors, InfoPackage, DTP, Transformations, Data Providers)

Experience monitoring system loads (Process chains, system logs, short dumps, RFC Queues between systems, etc.)

Understanding of ABAP development both on the BW ETL (Start/End/Expert Routines) as well as function modules to populate extractors (BW and ECC)

Use of Open Hubs to provide data for Third-party systems

Working knowledge of SAP Business Content Extractors (SD, MM, FI, COPA)

Working knowledge with the BEx Analyzer

Experience with PowerBI

Organizational skills to make sure the team are achieving high levels of service.

Strong analytical skills.

Excellent customer service skills and an ability to deal effectively with customers and colleagues at all levels.

Able to learn new processes quickly, and an ability to keep knowledge and skills up to date.

An understanding of the following technologies (or ability to come to speed with quickly):

o Windows Operating Systems (Server 2012, etc.)

o Microsoft Office software (Outlook, Word, Excel, PowerPoint, Visio)

o SharePoint

o MS Teams

Experience of working in a team oriented service desk environment, with the ability to positively contribute to cross functional teams.

Design the best technical approaches for the given functional designs.

Translate functional specifications into technical specifications.

Assist with SAP upgrades and support pack application and resolution.

Proficient in estimating work and delivering to plan.

Ability to troubleshoot production problems in a timely manner.

Strong debugging skills.

Desirable

A broad understanding of SAP functionality (especially around FI and SD).

BW Performance tuning (both at a data provider and overall system level)

Azure Data Lake experience.

Azure Data Factory experience.

Power BI experience (Data Modeling, Report creation)

Business Objects Administration experience (CMC functions).

Business Objects Web Intelligence (WebI) report development.

Understand the activation and configuration of SAP ECC Business Content extractors

Experience of improving efficiency and processes within a support environment.

Project Management experience.

A working knowledge of Service Now (ITSM).

Experience working in an ITIL environment.

Multi-lingual.