SAP Basis 职业规划 (CAREER PATH) Part II

SAP Basis Career Path (II) –      

(Source from SAP Training,  Modified by James Yen)

Level 3: SAP Basis Consultant - Technology Expert

 

A Technology Expert is responsible for the conception, planning, setup, and technical support of SAP centric solutions as well as for their interfaces according to business and technical needs.

• Definition, planning and implementation of system operations
  • Backup and recovery concept
  • Solution Monitoring
  • High Availability solutions
  • Security
  • Interface technology / Technical customizing and support of interfaces
  • Frontend rollout (e.g. mobile clients)
  • Network, Database and OS configuration
  • Setup of SAP Basis, Middleware (bc, mqseries), Output devices (printer, fax, scanner, etc.) / Technical customizing for SAP solutions
  • Development and maintenance of system documentation
  • Development and implementation of a change management concept
  • Involvement in application testing (new support packages, releases, functionality and customizing)
  • Coordination of testing regarding technical tools (e.g. ABAP Workbench, CCMS)
  • Performance Management
    • Monitor system performance
    • Identify major performance bottlenecks in the system
    • Identify the impact of administration tasks on core business scenarios
    • Performance measurement and optimization
  • Change Management
    • Upgrades
    • Support Packages
    • SAPNet Notes
    • Kernel Patches
    • Modifications
  • Second Level Technical Support (to be coordinated with the role of System Administrator)
    • Ownership of technical messages
    • Root cause analysis (Debugging, Tracing...)
    • Search for SAPNet Notes
    • Search in solution database
    • Provide problem solutions
    • Maintenance of solution database
    • Communication with SAP
    • Testing of implemented SAPNet Notes
    • Providing remote access for SAP
    • Requesting and verification of remote consulting

Level 4: SAP Basis Operation Manager - Application/Process Expert

A member of the Solution Support Team responsible for providing expertise appropriate to his/her application/process specialization to support the daily operation and effective performance of the business solution.

Tasks:

Operational support tasks

• Coordination and conduct of application testing (new support packages, releases, functionality and customizing) in close co-operation with the technology team
• Design, specification, test and implementation of business process changes
• Evaluation, test, implementation and verification of change requests
• Maintain appropriate documentation (in close co-operation with the technology team)
• Verification and implementation of recommendations in service reports together with technology team
• Monitoring, Analyzing, tuning and optimizing the business processes and interfaces in close co-operation with the technology team
• Second level application support activities including:
  • Investigation and resolution of incidents and problems using all available local and 3rd party information sources.
    • Search in internal solution database
    • Search for SAP Notes
    • Test implemented SAPNet Notes
    • Communicate with SAP
    • Request and monitor remote access by SAP
    • Provide and confirm problem solution
  • Root cause analysis (Debugging, Tracing...)
  • Maintenance of solution database
  • Identification the need for external consulting
  • Redesign and implementation of business processes as part of software change management process adherence to standards and templates

Project support tasks

• Design and realization of business processes
• Definition and roll out of standards and templates

Skills:

• Detailed functional knowledge of business process (application) management and business process (application) monitoring
• Detailed knowledge of application testing, test procedures and test scenarios (new support packages, releases, functionalities and customizing)
• Detailed knowledge of internal support and message handling procedures including message escalation
• Knowledge of SAP’s support and escalation procedures
• Knowledge of project and or project manager work experience
• Knowledge of designing and implementing business processes
• Knowledge of defining and rolling out standards and templates
• Knowledge of and competence in the use of SAP Solution Manager
• Familiar with business process change management including implementation, testing and verification of change requests

 Level 5: SAP Basis Infrastructure Manager – SAP Basis Architect

He/she typically reports directly to CIO and is usually seen as a trusted advisor in aligning business needs with IT services. His/her management tasks consist of:

• Strategy and Service Level Management
• Business Process Management
• Technology Management
• Software Change Management
• Support Desk Management

Tasks:

• Overall management of the support organization
• Overall definition and implementation of the support organization strategy, structure and procedures.
• Overall definition and implementation of a solution management concept
• Coordination of the different parts of the support organization
• Owner of support organization management meetings.
• Planning
• Budgeting
• Overall Reporting
• Personnel requirement planning
• Personnel resource planning and allocation
• Personnel recruitment
• Personnel development
• Personnel administration
• Controlling / reporting
• Quality management (incl. solution operation manual, escalation management)
• Performance controlling
• Decision making

In addition to these tasks, there are essential role-independent deliverables that must be ensured by the Support Organization Manager:

• Info management
• Knowledge management
• Contract management
• Management of end user satisfaction
• Internal marketing
• Service planning
• Ordering of services
• Quality assurance (w/r/t Standards, Templates, Transition to Support Process, etc.)
• Escalations to SAP in liaison with the responsible business process owner

Skills:

• Generic management skills
• Holistic view
• IT Management
• Knowledge in the business of the different support organization units
• Knowledge of SAP’s support strategies, structure and processes
• Detailed knowledge of escalation processes
• Knowledge of Cost Models / Cost Allocation models
• Familiarity with cost accounting

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