Operations Support Expert, Canada, Americas

2 weeks ago

Toronto, Canada SAP Fioneer Full time

**ABOUT US**

SAP Fioneer builds software and platforms that enable banks, insurance companies and challengers to run, transform and grow - cost-efficiently and at scale and speed.

Backed by global technology leader SAP and entrepreneurial investor Dediq, we are in a unique position to combine the speed and agility of a start-up with the experience and capabilities of a best-in-class software company. Benefiting from a broad network of partners, we aspire to be more than just a vendor: a reliable and safe pair of hands that is there today and tomorrow to put financial services organizations at the cutting edge - from established players to disruptive challengers.

As a global business with 1,000 employees in 22 offices cross 17 countries, SAP Fioneer's pioneering spirit is fueled by bold creativity and underpinned by its rock-solid technology.

**Requirements**:
**YOUR ROLE**

As operations support expert you are managing our Service Desk improvements, ensuring relevant processes and templates are in place. This includes designing and building dashboards, supporting compliance and quality assurance initiatives, managing capacity planning, supporting service delivery teams and improving operational processes.

You will be diligent about ensuring best practice, and pragmatic about ensuring that our customer ‘s success is maintained. This position typically works closely together with other teams and roles.

**YOUR RESPONSIBILITIES**
- Ensure continuous improvements for operational processes, compliance, service portfolio efficiency
- Manage quality assurance processes within Application Management Services including operational procedure documentation, job aids, how-to's
- Responsible for insights across the different customers, processes, resource availability, contract agreements etc.
- Manage capacity planning, vendor processes and customer invoicing support
- Align and build a strong relationship with key stakeholders from product support, engineering, and service delivery as well as across the different division of SAP Fioneer
- Support customer project team requests related to Service Desk features and processes
- Support project management tasks for Application Management Services related initiatives and projects
- Monitor progress continuously and make detailed reports on measurable items, such as budgets, milestones, and risks

**YOUR PROFILE**
- Strong analytical skills and experience with analytical tools
- Experience in the financial services environment, ideally with SAP solutions is a plus
- Good communication and presentation skills in English
- Adaptable to changing environments and requirements
- Experience in project management methods and tools, especially agile project management and Atlassian tools (Jira and Confluence)
- Open minded and creative thinker

**SKILLS**
- Good communication and presentation skills
- Ability to clearly articulate topics and provide proper presentations to internal and external stakeholders.
- Good analytical skills
- Ability to deconstruct information into smaller categories in order to draw conclusions including logical reasoning, critical thinking, communication, research, data analysis and creativity
- Team player
- Ability to build strong relationship with follow team members

**Benefits**
- Opportunity to shape the fast-changing financial services landscape.
- Flexibility to work and gain experience in different areas of the company as you grow your career.
- Fast-paced start-up type culture with an experienced team, strong brand, and an enviable product portfolio
- Work with some of the smartest and most driven individuals around the world
- Competitive compensation package and countless growth opportunities
- Flexible working policy, so you can work when and where it's comfortable for you.
- Unparallel impact + Exponential growth + The best of both worlds + Bold innovation + Constant development
- Lean hierarchy environment with focus on your growth in providing individual career paths.

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