Description
SAP Business Objects Consultant - Level 2 Support - Luxembourg
On behalf of our customer located in Luxembourg, we are currently searching for a SAP BO consultant for a long term assignment:
Main tasks: 2nd level support/help-desk support for SAP Business Objects, a knowledge of Solaris, Oracle, etc. is highly recommended.
Please note that we are not looking for a developer/architect.
commercial + 2nd line support skills are extremely important
A. Main activities of the BusinessObjects On-Site Support:
* Technical support of the SAP BusinessObjects (BO.) product range
* Improvement of the quality of support services
* Improvement of the information flow with regards to support issues
* Information on the status of outstanding problems
* Integration and collaboration with the Central Help-Desk
* Rapid diagnosis of the problems (possibly on-site)
* Notification of specific problems
* Assistance in specifically difficult tasks (setup, report and universe design)
The main activity will be the rapid diagnosis of the problems. The on-site support consultant should assign priorities to the problems according to the rules of the BusinessObjects support.
The on-site support consultant will receive the calls and dispatch them externally to BusinessObjects' official support resources if he or she cannot solve the problem.
B. Additional activities:
These tasks will include a series of technical activities or studies related to BusinessObjects products that can be of interest the Institution, such as but not limited tot the following:
* Test of new versions
* Specific technical studies
* Special assistance for complex tasks
* Assistance in installing or tuning the software
* Technical writing about new products or releases
* Custom development for add-ons
* Assessment of new functionality usage
C. Control:
The representative of the BusinessObjects users will monitor the support activities with the aim of avoiding inactivity periods and unnecessary or trivial assistance requests. The 8.0. on-site support will maintain up-to-date a calendar made available.
The monitoring will be based on the following mechanisms:
* Review of the open logs based on open date, estimated duration and priorities.
* Review of the planned tasks based on estimated duration and priorities. Acceptation of the additional activities
The log will contain the following information:
* Open date/change date/close date
* Contact persons/end-users
* Priority
* Status
* Estimated duration
It has to be clear that problem diagnosis and resolution activities will always take precedence over the additional tasks.
D. Administrative organisation and procedures
The on-site support consultant will she/he based in Luxembourg 5 days a week.