Systems Support Analyst, Business Process Reengineering

Posted: Nov 10, 2023

Role Number:200515305

COMPANY OVERVIEW Apple is a place where extraordinary people gather to do their best work. Just be ready to dream big! The people here at Apple don’t just build products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. Imaging what you could do here! At Apple, creative ideas have a way of becoming wonderful products, services, and customer experiences very quickly. Bring passion and dedication to your job and there’s no telling what you could accomplish. JOB SUMMARY We are seeking an experienced Systems Support Analyst to be responsible for the overall development and execution of the business support process/crisis management, focused on SAP, Planning, GBI and related boundary systems. This includes working with IS&T applications, infrastructure, business and project teams to do crisis management, follow up on preventive actions, communicate down times, impact assessment, and reporting.

Key Qualifications

- Candidates should have at least 4-7 years of experience in production support with solid understanding of Business Process being supported and related systems.
- Experience in setting up proactive monitoring and alerts mechanisms to identify issues proactively and minimise Business disruption.
- Ability to manage critical Incidents, support business continuity strategy, have attention to detail, perform root cause analysis and implement permanent solutions. Outstanding troubleshooting, communication, and documentation skills required.
- Ability to communicate clearly and professionally with our business partners on the status of production issues and resolution strategy.
- Good interpersonal and problem solving skills required to serve diverse customer base and deal effectively with escalating issues.
- Conceptual understanding of multi-tiered and web-based information systems architecture, infrastructure.
- Working with SAP in large multi-functional organizations.
- Working in a Global Support model.
Required Domain & Technical Skills:
- SAP SD/LOG experience and understanding of integration with external systems through EDI and reporting from EDW systems. (OR) Should have ability to query Splunk Logs and other DBs for issue analysis. Ability to build Tableau dashboards.
- Preferably have experience in Supply Chain domain (OR) Preferably have experience in using/support Planning process or tools.
- Preferably have worked in Service now for Incident management and can build Alerts in Service now, report sin Tableau.

Description

- Partner with Business, IS&T, BPR and other support teams to coordinate and facilitate Incident triage and managing functional issues. Follow up on issues to ensure that root-cause and corrective action is provided. - Invoke crisis management process for critical incident triage and timely resolution. Act as communication hub, set up and moderate conference calls and send Global Alert. - Apply available data to identify and highlight trends/root cause working with IS&T application teams to resolve long term or persistent problems. - Work with IS&T to provide the required management information on a regular basis indicating performance against agreed critical metrics and SLA's to feed into the regular, weekly, monthly, quarterly review. Find opportunities for improvement to support process, using monthly ticketing reporting. - Ensure early engagement in the application project lifecycle process and collaborate with the project team for a smooth transition to support post go-live. - Develop strong working relationships with other application support teams and participate in end-to-end Operations review and data flows across different business areas. - Support the business activities around New Product Introductions and major events in addition to scalability planning. - Manage downtime communications and business impacts (i.e. infrastructure upgrade, Disaster Recovery activities, application/systems downtime, etc).

Education & Experience

Bachelors degree required: - 4-7 years experience in managing large global technical projects - Bachelor’s degree or equivalent - Experience with ITIL methodology

Additional Requirements

Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.