Sr. ITS Associate, SAP SM/CS

Job Listing No: 9740000

Sr. ITS Associate, SAP SM/CS

Zoetis is a global animal health company dedicated to supporting customers and their businesses in ever better ways. Building on 60 years of experience, we deliver quality medicines and vaccines, complemented by diagnostic products and genetic tests and supported by a range of services. We are working every day to better understand and address the real-world challenges faced by those who raise and care for animals in ways they find truly relevant.Our name, Zoetis (z-EH-tis), has its root in zo, familiar in words such as zoo and zoology and derived from zoetic, meaning “pertaining to life.” It signals our company”s dedication to supporting the veterinarians and livestock producers everywhere who raise and care for the farm and companion animals on which we all depend on.Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact.Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at site, or (2) via email to/from addresses using only the Zoetis domain of “”. In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.Role Description: The Zoetis Global Solution Center (GSC) organization has the charge to maintain and enhance the enterprise ERP and Order to Cash solutions based on the SAP technology platform. Zoetis is in the process of implementing a Global solution for all Zoetis Locations.
This position will be part of the Global SAP Center of Excellence (GSC). While the GSC is providing support and oversight of the SAP implementation, post implementation the ERP GSC will provide long term support the global SAP solution including enhancements and issue resolution. This is a hands-on position with the primary purpose of long term support. The Sr. Associate, ERP Order to Cash position will: * Work with peers in the IT organization and business representatives to determine business process and solution design leveraging the capabilities of the SAP modules. * Support the identification of opportunities to standardize processes and system configuration globally and ensure compliance across all implementation to these standards * Collaborate with representatives of other SAP functions to ensure end to end process integration and consistency * Develop, prototype, test and implement solution improvements to increase stability, usability and functionality to enable end users to meet business objectives * After the implementation, support project initiatives to expand the usage of the SAP solution to improve processes at manufacturing sites, commercial operations and across the supply network The Sr. Associate conducts all activities and makes decisions that are in accordance with Company policies & SOPs, Zoetis Values, FDA & global regulatory guidelines (including cGMP/cGLP/cGCP), environmental guidelines, as appropriate, etc. Responsibilities: Key Responsibilities * Support the US and possibly global in Service Management and Customer Leasing * Develop, prototype, test and implement SAP ECC SD solution enhancements in the area of Service Management * Review and analyze solution enhancement requests to determine complexity and provide resource/cost estimates * Perform thorough analysis to identify all potential impacts for change requests * Update and maintain all SAP ECC SD and SM functional documentation * Train and transfer knowledge to other team members, users and stakeholders as required * Conduct Unit tests, Integration tests, and Regression tests * Proactively proposing solutions to improve the support of new and existing business processes * Support the functional team with issues and come up with solutions Client Management * Ensure customer expectations have been met through delivery and ongoing execution of services * Gather and analyze business requests to determine how best to create successful resolution for new requests and issues * Help consumers understand service offerings available from internal IT service providers and secure appropriate resources for projects, engaging with the business, and facilitating service delivery Ongoing Systems & Service Delivery and Process Improvement * Provide information to IT and Business users regarding best practices, industry trends and business opportunities, as well as, feedback on the overall performance of processes and tools * Understand key business controls and impacts of changes caused by functionality, technology changes and changing business needs
* Provide support for global and regional systems and services * Work with Business counterparts to ensure audit, SOX and other compliance requirements * Identify and initiate process improvements (continuous improvement) * Monitor process compliance and performance metrics Qualifications: Education * Bachelor”s Degree in Technical, Logistics, Supply Chain, or Business field required Experience * 4 years of SAP Service Management (Customer Service) module experience with multiple full life cycle implementations * Proven ability to quickly learn existing Business Processes and combine knowledge from multiple disciplines (e.g. SAP capability, Standard industry best practice) to produce an optimal business solution * Ability to work independently, effectively coordinating multiple priorities in a dynamic and changing environment and in a team-oriented, collaborative environment * Adept at understanding customer challenges, navigating from problem to resolution and communicating process and resolution effectively both verbally and in writing * Demonstrated ability to interact comfortably with all levels of management and staff * Experience in life sciences / pharmaceuticals industry preferred Technical/Functional Competencies * Experience with configuration of SAP ECC 6.0, CS, and SD modules in the following areas:
* Master Data
* Equipment * Functional Location * Service Notification and Service Order * Pricing * Resource Related Billing (RRB) * Periodic and Milestone billing * Customer Leasing and integration with Finance * Knowledge of Variant configuration is a plus * Working knowledge of SM/CS integration with CRM tools such as SFDC, SAP CRM. * Should have hands on experience in identifying and working through OTC User Exits and directing ABA

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