SUMMARY:
This role acts as the key interface between business users and IT.
POSITION INFO:
BUSINESS APPLICATION (SAP) SUPPORT COORDINATOR
Information Technology
Job Title: Business Application SAP Support Coordinator
Department: IT
Reports to: Functional Reporting: Chief Information Officer (CIO), Dubai;
Local Reporting: South Africa IT Head
Job Purpose
The Business Application (SAP) Support Coordinator plays a critical role in ensuring the integrity, accuracy, and availability of SAP systems within the organisation. This role acts as the key interface between business users and IT, with a primary focus on managing SAP master data and coordinating day-to-day SAP operations. This role is responsible for aligning technology solutions with business processes to enable operational excellence, enhance data quality, drive process improvements, and support scalability. This role is essential for ensuring that business users can operate effectively and efficiently in a digital enterprise environment. The role involves daily coordination with cross-functional business teams and IT stakeholders to ensure optimal system performance and business process alignment. In addition to supporting South African operations, this role will also assist operations in other regions depending on business needs.
Key Responsibilities
SAP Master Data Management: Own the creation, maintenance, and governance of master data across key domains (e.g., materials, customers, vendors, pricing, BOMs, routings).
Business Liaison: Act as the primary point of contact between business users and IT for SAP-related needs, including gathering requirements, documenting business processes, and validating solutions.
Incident and Issue Management: Troubleshoot and resolve SAP-related issues, escalate as needed, and ensure timely resolution and communication to stakeholders.
Process Optimization: Support continuous improvement initiatives by analysing current business processes, identifying inefficiencies, and recommending SAP-based solutions.
Training and Documentation: Provide end-user training, create SOPs, and maintain documentation to ensure consistent use of SAP systems.
System Health Monitoring: Monitor performance, uptime, and integration of SAP modules and related business applications.
Cross-Functional Collaboration: Work closely with teams in Finance, Supply Chain, Manufacturing, Sales, and Quality to support daily SAP operations.
Change Management Support: Assist with testing, training, and deployment of new SAP functionalities, upgrades, and projects.
Reporting and Communication: Deliver regular status updates and dashboards to IT leadership and business stakeholders.
Qualifications and Experience
Degree in IT, Computer Science, or related field.
2–5 years of hands-on SAP ERP experience in an FMCG / manufacturing environment.
Proven track record of full life cycle implementations — including blueprinting, testing, training, go-live, and post-go-live support.
Familiarity with SAP integration with third-party applications and tools.
Strong problem-solving skills, business acumen, and excellent communication abilities.
Ability to work effectively in cross-functional teams and across geographies
Deep understanding of master data governance
Core Competencies and Skills
SAP Expertise: Strong understanding of SAP ERP (at least one or more of MM, SD, PP, FI/CO modules), including master data, transactions, and integrations.Data Management: Skilled in managing and validating master data to ensure consistency and integrity across systems
Business Process Knowledge: Solid understanding of key business processes in an FMCG/manufacturing environment (e.g., order-to-cash, procure-to-pay, plan-to-produce).
Problem Solving: Analytical thinker with a structured approach to root cause analysis and problem resolution.
Communication: Strong interpersonal and communication skills; able to translate technical jargon into business language.
Technical Acumen: Familiarity with SAP integration with external systems (e.g., WMS, MES, CRM) and basic understanding of data flows and architecture.
Documentation: Ability to create user manuals, training materials, and technical documentation.
Project Support: Experience supporting full project lifecycle – from blueprinting and configuration through to go-live and post-implementation support.
Behavioural Competencies
Customer Focused: Committed to providing high-quality service and support to business users.
Accountability: Takes ownership of tasks and ensures successful delivery within deadlines.
Adaptability: Comfortable working in a fast-paced, changing environment with shifting priorities.
Team Collaboration: Works effectively in cross-functional and multicultural teams.
Initiative-Driven: Proactive in identifying issues and suggesting improvements without needing constant supervision.
Detail-Oriented: Maintains high standards for data accuracy and process compliance.
Integrity: Upholds confidentiality and data governance standards at all times.
