Provide first line support for how-to questions, issue resolution and system fault identification.*Manage open items in Remedy log or other help desk system equivalents, and provide timely response to users who have opened up tickets. *Create and maintain training material and provide training to end-users if and when necessary*Act as the focal point for system migration activities e.g. User Transformation Testing and coordination of business stakeholder sign-off as related to Help Desk break fix and minor enhancement tickets. *Participate in testing for new system functionality or regression testing for special projects*Participate in future SAP or other applicable systems related deployments by providing process information, recommendations and liaising with other business functions to ensure integrated solution*Participate in global community of super-users to share best practices. *Must be able identify business benefits and make decisions that drive value for Diageo. *Will be responsible for delivering all projects related to the support and maintenance of SAP or other applicable systems as a business tool.
Decision Making:This role will work with business teams to develop business cases for process and system improvement projects as required by the SCF (scope change form) process
Management Responsibility:Manage SCF process by managing timelines and liaising with other SAP or other applicable systems work streams and Third Parties teams as required*Must be able to coordinate resources from multiple areas of the business to resolve issues and deliver new projects.*Responsible for presenting issues that impact the business to leadership teams and to liaise with applications support & global process teams regarding day-to-day issues which they cannot resolve. Support User Transformation Testing and Knowledge Transfers for system changes / upgrades/ new migrations, participate / lead process induction for new hires. *Develop effective working relationships with cross-functional business and super-user community, participate in future SAP or other applicable systems enhancement projects to provide key linkage between project and existing business process, participate as part of a larger team of Super Users and Local Experts across the landscape in support of end users and local experts.