Business Systems Analyst SAP CRM for Support Center

NetApp:
NetApp is a world leader in unified storage solutions for today’s data-intensive enterprise. Since its inception in 1992, NetApp has delivered technology, product, and partner firsts that simplify data management. NetApp® storage solutions include specialized hardware, software and services, providing seamless storage management for open network environments.
The Head-Office of NetApp for Europe, Middle East & Africa is located at Schiphol-Rijk and approximately has 200 employees. NetApp Amsterdam is ranked # 4 at Great Place To Work 2008.
NetApp’s business has continued to grow at 30 percent each quarter. To be able to maintain our high level of client support we are currently looking for a:

This is a key position for a senior level IT business systems analyst who has demonstrable, up-to-date and hands-on technical & enterprise systems knowledge with the relative background to take prime responsibility for satisfying the NetApp EMEA business application systems requirements with focus on NetApp Global Support (NGS) and Service Logistics functions. You will work closely with senior business executives in NGS to fully identify their IT application requirements (including new project, enhancement requests and support), ensure alignment of those needs with global IT priorities/ business initiatives, and work in collaboration with the NetApp HQ Global Business Applications team to deliver solutions.

The scope of this role will be focused in the Customer Service application area, including processes within the ‘Implementation to Support’ business cycle. A well-rounded understanding of the business processes and operational functions within customer service and support, including order and case management, install base tracking, warranty and contract management, break/fix, and service logistics is required. The ideal candidate will have an extensive SAP CRM - Service Management application systems background and hands-on experience of managing the full lifecycle of IT application system implementations within multi-national companies where employees are dispersed globally.

This position will be based in Schiphol-Rijk, Netherlands, but may require frequent travel to other NetApp office locations and occasional travel to the U.S. and other NetApp regions.

• Partner with key NGS business stakeholders to support EMEA customer service systems and processes
• Serve as IT focal point of contact onsite, with ownership and accountability for all IT related issues
• Collaborate with the NetApp Global Business Application support and development teams to manage and support ongoing business operations in the ‘Implementation to Support’ business cycle
• Provide production support including monitoring and resolving issues on all system batch jobs that impact the EMEA GSC business processes and operations
• Collaborate and partner with senior NGS business managers to jointly define and refine the NGS EMEA business requirements
• Establish excellent working relationship with internal customers as well as key corporate and other regional IT teams; leverage Managed Service Provider (MSP) resources to deliver seamless IT support to business functions
• Proactively partner with EMEA business process owners to drive continuous process improvements and operational efficiencies, provide guidance and recommend scalable solutions to satisfy cross-functional business requirements, while maintaining a cohesive systems architecture consistent with corporate IT strategy and guidelines
• Provide support in the areas of analysis, testing, customization, debugging and implementation for desktop and laptop computer systems and operating systems software, leveraging 3rd party resources as appropriate
• Where required and relating to EMEA applications portfolio/ projects, manage key vendor relationships, contract negotiations, and service level agreements (internal and external)
• Deliver technical direction and solutions, consistent with Global IT strategy and direction
• Foster a positive team environment

• Ten+ years experience in information technology, with at least three to five years of project management experience in a fast moving global, multi-national technology company
• Proven experience and track record supporting the entire range of CRM applications, with focus especially in SAP CRM Service Management
• In-depth CRM systems knowledge, minimum of 2-3 years experience in SAP CRM Service Management functional module supporting call centers and service logistics.
• A strong and broad background in enterprise systems, program management and infrastructure technologies.
• Strong business/ relevant industry acumen with the ability to quickly and thoroughly understand business priorities, operations, and IT systems enablement potential
• Experienced with large scale project management including full-cycle implementation and global rollout of tier-1 application systems (e.g. SAP, Oracle, Siebel).
• Must have experience with managing regional rollouts of a global program, including testing and go-live support.
• Broad current knowledge of business technology applications, current trends in IT, and experience evaluating/implementing outsourced solutions and service providers
• Sound understanding of business processes in hi-tech businesses and the know-how to develop and maximize opportunities for exploiting technology in support of the business
• Global team player with the ability to work under pressure and manage multiple tasks against set deadlines
• Fluency in English with excellent verbal and written communication skills

Education:

• BS / BA in CS, IS or related field required