Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Role Purpose:

The GBS ERP Specialist is responsible for the operational ownership of complex ERP integration activities that sit outside standard Customer Care scope. The role focuses on EDI and IDOC monitoring, troubleshooting, data flow analysis, and cross-system coordination, ensuring business continuity, data integrity, and timely resolution of ERP integration issues. The position acts as a critical bridge between Customer Care, IT, and external partners.

Key Responsibilities

• Own and execute daily monitoring and management of SAP IDOC lifecycles (inbound and outbound).
• Analyze IDOC errors, determine root causes, and decide on corrective actions (reprocess, cancel, manual workaround).
• Support EDI and e Commerce integrations by troubleshooting SAP–middleware–partner data flows.
• Coordinate closely with IT, Business Analysts, and external partners.
• Perform ERP data analysis across SAP tables, outputs, pricing, and master data.
• Support system changes, releases, and country rollouts through UAT, SIT, regression testing, and hypercare.
• Convert SME knowledge into structured SOPs, playbooks, and decision matrices.
• Maintain and govern SAP queries, variants, layouts, and operational documentation.

Required Experience

Mandatory:

• Minimum 5+ years of hands-on SAP experience in an operational environment.
• Proven experience with SAP IDOC processing and monitoring.
• Experience with ERP input/output processes and system-to-system data communication.
• Demonstrated ability to resolve cross-functional incidents and operational issues in complex ERP landscapes.

Preferred:

• Experience in Order-to-Cash, Logistics, or Supply Chain ERP processes.
• Exposure to EDI and e Commerce integrations.
• Experience supporting UAT, SIT, or go-live hypercare.

Technical and Functional Skills

• Strong understanding of SAP ERP transactions, tables, outputs, and interfaces.
• Ability to read and interpret SAP tables, queries, variants, and layouts.
• Solid knowledge of the SAP IDOC lifecycle and integration principles.
• Understanding of middleware solutions (e.g., Open Text, web Methods).
• Strong analytical and diagnostic skills.
• Awareness of access governance, segregation of duties, and audit considerations.

Ways of Working

• Strong ownership mindset and accountability for operational continuity.
• Ability to work under pressure with high business and financial impact.
• Clear communication with Customer Care, IT, and external partners.
• Capability to coach and transfer knowledge to others.

Transition and Knowledge Transfer Expectations

• Close collaboration with existing SMEs during transition.
• Active participation in documenting processes, SOPs, and playbooks.
• Participation in defined hypercare and shadowing periods to ensure full role readiness.