About the role
As Senior Analyst, GBS IT Operations - IT Integration, you are a key member of the IT Integration and Enterprise Computing Team.
This includes deployment, on-going maintenance, troubleshooting, performance tuning and upgrade management as part of the IT Operations activities.
You are responsible for ensuring that the production environment for the Global Bacardi Integration Platform is stable this is our main mission critical systems for the entire company.
Moreover, you will participate in designing, developing, testing and implementing complex Integration initiatives, which will involve different business processes and a wide variety of integration technologies, mainly linked to the SAP realm.
You will manage technical projects and have to effectively collaborate with the IT teams (Business and Technical Streams), as well as with outsourced providers whenever applicable.
In addition, you will arise as the main point of contact for the EDI incidents / requests in the American markets, supporting properly the business user community and the GBS business streams.
The role will require you to be able to juggle multiple tasks and combine deep technical knowledge with basic comprehension of the common enterprise business processes.
Given the nature of the IT Integration tasks, the role will strongly be drawn to function cross-oriented.
At this position, you will typically report to a Associate Manager or Manager, IT Operations or IT Services
Key accountabilities and responsibilities
GBS IT Integration - Support Service
Key part of the GBS IT Integration Team, Engineering and Support Team
Responsible for achieving efficient and effective day-to-day support services to business users (according to SLA) as well as related costs.
Strong interaction with the GBS IT Functional Streams (OTC, RTR, FTS, ITF, PTP, HR, Commercial).
Align SLAs (Support Level Agreement) together with the IT Services and IT Business Leaders
Key actor of the EDI Support Team (shared by OTC and IT Integration). Good understanding about business EDI processes on general and proven knowledge of the technical EDI standards linked to SAP patterns
GBS IT Operations Service
Main objective to provide high level support in daily incidents, problems and performance management through in-depth root cause analysis
Regularly review and propose preventive and corrective maintenance through change management to processes and maintenance schedules in order to meet minimum unplanned downtime
Maintain and update technical critical documentation
Able to manage or assist crisis situation with a follow the sun organization (Bacardi and service partners) in America
GBS IT Integration Delivery Service
Project technical accountability when required (delivery on time and on budget)
Participate in Global Enterprise Projects providing technical expertise and influencing technical design decisions
Align SLAs (Support Level Agreement) together with the IT Services and IT Business leaders
Nurture very close relationship with Managers, IT Services and Business Partners
Define an appropriate level of knowledge transfer for changes in the Global Applications that will impact the Global Application Support Organization
Manage vendors to deliver solution or service that meets the business requirements and the agreed SLAs, especially on EDI processes
Align service requirements measures and scorecards with the vendors (EDI partners and Global Application Support Service)
Conduct regular meeting with vendor to review performance & SLA
Input into global plans based on specific SAP Integration needs
Drives cost down, responsible for Operations costs optimization
Be an IT inspiring leader
Coach, mentor, provide constructive feedback to business users and develop the IT organization around you
Communication with : Internal and External Parties
ü Convey information
Innovation : Identify, develop, and make improvements to new ideas, techniques, procedures, services, or products (Check one)
Follow - no changes to original
ü Check - make minor changes
Modify - adapt or enhance quality or value
Measures of success
SLA (Service Level Agreements) are met on GBS IT Integration Support Service
SLA (Service Level Agreements) are met on SAP Process Orchestration Platform and eventual SAP Cloud Integration Platform / SAP Cloud Connector solutions
Project Technical Accountability when required (delivery on time, on budget and with high quality standards
Global Bacardi Technical EDI Accountability and helping to meet the expectations with EDI OTC processes, primary focused in AMERICA region
Critical experiences for success
Experience as SAP PI / PO (Process Integration / Process Orchestration) system specialist in an international organization role, ideally working on SAP Integration (5+ years)
Experience in EDI business processes : capturing electronic sales orders, delivery requests, invoicing. Strong knowledge on EDI standards (EDIFACT, ANSI, TRADACOMS, SAP IDoc) and common connectivity protocols
Experience on SAP Development (ABAP, JAVA) and non-SAP languages on general (XSL, etc.)
Experience in SAP and related software installations, upgrades, testing and configuration supporting enterprise projects
Experience supporting mission critical systems
Notions of technical architecture (infrastructure, operating system and database layers)
Business Knowledge - Understand the business and business processes
IT savy, external focus, looking at industry trends
Experience interacting with outsourced services
Experience in project management and team management
Knowledge of ITIL methodology (v2 minimum)
Deep problem solving, root cause analysis capabilities
Experience in crisis management
Proficiency in English language skills
Able to proactively work in an independent mode out of local supervision
The following experiences are Preferred :
Fluent in another language than English (Spanish / French)
Experience / exposure to different markets dynamics / specificities / cultures
Experience in running Helpdesk / support to end-users, incident management, data center management
Experience on Windows operating system and MS SQL relational database (Nice to have)
Eager to learn new areas of service following SAP service evolution, more specifically on the SAP Cloud environment (SAP Cloud Integration Service, SAP Cloud Connector, Internet of things, B2B collaboration, REST API)
Our ways of working
Our family legacy has positively influenced our ways of working and has shaped the values to which our employees aspire.
We’re caring, like a family, and not only internally, but also in the wider communities in which we operate. This is demonstrated by our commitment to both act responsibly and promote the choice to drink responsibly.
We trust one another, and through that trust are able to forge strong teams and networks that empower our matrix organization structure.
We’re passionate, reflecting our Latin heritage, and this means that we commit more than just time to our work : we commit energy, heart and soul.
We are dedicated to being a role model in our industry, and we approach everything we do with Integrity First. Together, our values help us create what we’re most proud of : our True Heart and Winning Spirit both in our home markets and across the world.