18 days old

ERP Support Lead

Charlotte, NC 28202

Join a team recognized for leadership, innovation and diversity

The future is what you make it. When you join Honeywell, you become a member of our global team of thinkers, innovators, dreamers and doers who make the things that make the future. That means changing the way we fly, fueling jets in an eco-friendly way, keeping buildings smart and safe and even making it possible to breathe on Mars. Working at Honeywell isn€™t just about developing cool things. That€™s why all of our employees enjoy access to dynamic career opportunities across different fields and industries. Are you ready to help us make the future?

This position will be primarily responsible for providing end-to-end ownership and resolution of priority incidents affecting ERP operations, including accountability for follow through with Problem and Knowledge Management. This role is part of the CORE ERP Operations team and includes driving the communication and collaboration activities across the various IT teams in conjunction with the business customers to optimize IT operations

Key Responsibilities:

  • Own and drive the oversight of priority incidents in real-time, with end-to-end accountability throughout the lifecycle
  • Effectively manage day to day critical incidents to successful completion with in SLAs, managing escalations, driving root cause analysis and corrective actions to prevent reoccurrence and reduce ticket volume
  • Perform Transports reviews, Run Manager & fire fighter approvals and support audits
  • Ensure stakeholder communication and facilitate coordination of Technical teams and hold teams accountable for progress
  • Transition new projects and deployments to standard SAP support model effectively managing the Knowledge transitions
  • Ensures consistency in data recorded and leveraged in ServiceNow
  • Be the focal point to Business Partners and SAP super users in US region to manage incidents, escalations and ticket reviews
  • Drive sustainable permanent improvements
    • Participate in Supplier Governance
    • Evaluate performance against SLAs & KPIs
    • Ensure timely incident analysis and problem investigations
    • Prioritize and monitor implementation of follow-up actions with Problem Management and Knowledge Management practices
    • Approximately 15% travel


      • A bachelor€™s degree in Information Technology, Computer Science or other technology discipline
      • 5+ years of IT Service Delivery within a global IT organization
      • 1+ years of experience running operations across at least two distinct IT services
      • 2+ years of experience with SAP Systems, SDLC process and Run support

        WE VALUE

        • Strong understanding of ServiceNow internals/working knowledge
        • Demonstrated ability to work under pressure
        • Experience partnering effectively across IT teams, suppliers and business customers on cross-functional issues and process improvements
        • Strong knowledge of IT business processes and practices
        • Skilled in partnering with internal customers at all levels to define problems, identify solutions, and facilitate change
        • Strong communication, and change management skills
        • Drives \"right and fast\" results in a matrixed environment
        • Ability to translate new technology into business value
        • Creative and collaborative¬†problem-solving¬†skills
        • Consistently makes timely decisions even in the face of complexity
        • Mentor and guide peers on emerging technologies
        • Excellent leadership communication and executive presence
        • Creation of result-oriented Management Operating System
        • Effectively demonstrates ability to deliver on complex situations or problems

          Additional Information
          • JOB ID: req230922
          • Category: Information Technology
          • Location: 300 S. Tryon St, Suite 500 / 600,Charlotte,North Carolina,28202,United States
          • Exempt