SAP Support Analyst

Welcome to Ryerson, where exceptional career opportunities await. As a leading provider of industrial metal products and services since 1842, we are committed to excellence and best-in-class customer service. Join our team and be a part of a legacy of excellence, where your contributions will be valued, and your development supported. Ryerson offers a dynamic, quality-focused, environment, ideal for advancing your career and making your mark in the metals industry.

We are currently seeking an SAP Support Analyst. Our Level 2 Team supports remote users in SAP and other related software. This support includes, but is not limited to, providing how-to knowledge to business users, reviewing and publishing training/knowledge documents, analyzing system problems, and escalating system issues to appropriate IT teams.

• Provide technical assistance and support via phone, email, and chat for incoming queries and issues related to SAP Sales and SAP Operations.
• Log all support incident interactions and inform management of recurring problems.
• Develop, contribute to, and maintain a clear and concise knowledge base (playbook/reference guide/binder) of technical issues.
• Troubleshoot and analyze problems within all SAP modules and other related systems/software (i.e. AS400 legacy system, fax software, etc.)
• Participate in intra/cross-group training and improvement counseling with peer analysts, IT Operations, programmers, and other technical staff as needed.
• Communicate clearly, effectively, and professionally with all people regardless of role in the company.
• Provide SAP Level II support over the phone, e-mail, or through our ITSM software.
• Resolve simple and complex SAP incidents and manage requests and problems with limited support.
• All other duties as assigned or duties, responsibilities, and activities may change at any time with or without notice.

• High school diploma or GED required, 2or 4-yeardegree preferred.
• 2 years of SAP experience (preferred) or other ERP, either as a user or in an IT support role
• Prior experience in the manufacturing industry is highly desirable
• Understanding Service Desk Metrics, KPIs, and ITIL Best Practices
• Self-motivated with the ability to work in a fast-moving environment.
• Quick & accurate typing skills to ensure correct entry of service request details.
• Superior customer service and interaction skills.
• Excellent Oral and written communication skills, including technical writing.
• Must be willing to work outside of normal business hours to support activities and projects when necessary.

Salary: $65,000-$82,000 annually. A starting salary higher than $62,000 annually is based on a level of experience and education that significantly exceeds the minimum requirements and is commensurate with the compensation scale.

Ryerson offers eligible employees the following benefits:

Medical, dental, and vision insurance programs

Flexible spending accounts

401K plans with employer-matching contributions

Tuition reimbursement

Paid vacation, sick, and holidays

Short-term and Long-term disability insurance

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