ERP Business Analysis- SAP

Main accountabilities and key activities

• Provide functional application support and maintenance for SAP Order-to-Cash (OTC) processes, with a primary focus on Production Logistics (PL) integration and business continuity.

• Manage incidents, service requests, problems and minor enhancements from intake through resolution, escalating complex or high-impact topics to the Product Senior Analyst or relevant technical teams when required.

• Perform functional analysis, troubleshooting and root-cause investigation across the OTC lifecycle, including sales orders, deliveries, shipping, billing, interfaces and related master data dependencies.

• Monitor service performance and operational health, supporting achievement of agreed SLAs, availability, response, resolution and quality targets.

• Coordinate third-party vendors and internal support teams, ensuring clear ownership, prioritization, timely communication and effective resolution of support and maintenance activities.

• Collaborate closely with business stakeholders to translate operational needs into practical SAP solutions, while maintaining customer satisfaction and minimizing disruption to logistics operations.

• Execute/Support/Manage minor functional design, configuration, testing and validation activities for SAP OTC PL solutions, following approved change, security and release-management controls.

• Support change implementation, release planning, production deployment and post-go-live validation, including Service Introduction and handover to support when applicable.

• Identify and deliver automation, monitoring and process-improvement opportunities that reduce manual effort, prevent recurring incidents and improve service reliability.

• Contribute to Problem Management by identifying recurring failure patterns, documenting root causes, defining corrective actions and tracking permanent fixes.

• Maintain accurate support documentation, knowledge articles, runbooks, solution records and functional specifications to ensure global supportability and audit readiness.

• Participate in Communities of Practice and knowledge-sharing activities related to SAP OTC, Production Logistics, service management and application support.

• Ensure compliance with Mars standards, controls and operating procedures, and proactively communicate risks, dependencies, service impacts and required decisions.

Skills:

Application Design Recommendations, Disaster Recovery Planning, System Access Monitoring.

Competencies:

Action Oriented, Collaborates, Communicates Effectively, Cultivates Innovation, Ensures Accountability, Manages Complexity, Optimizes Work Processes, Plans and Aligns, Stakeholder Management

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