British CouncilHiring for Analyst SAP Roles and Access Management at Noida, Uttar Pradesh Full Time

Location: Noida, South Asia, IN

Company: British Council

The British Council builds connections, understanding, and trust between people in the UK and other countries through arts and culture, education, and the English language.

We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefits for millions of people all over the world. We help young people to gain the skills, confidence, and connections they are looking for to realize their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education, and to gain internationally recognized qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK.

These connections lead to an understanding of each other’s strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

Job Title: Analyst SAP Roles and Access Management

Role Purpose:
Responsible for driving and managing operations of a large back-office process. This includes floor, people, and process and governance management

Main opportunities/challenges for this role

Transition:
Take KT during the transition of services.

Document processes/ procedures as appropriate.

Operations management:
The role has the following key deliverables:
Manage (18 x 7) first-line SAP Support and maintain uninterrupted 18X7 support coverage in the area of SAP Access Management.

Monitor support activities such as call logging, resolution & closure as per British council Incident Handling Procedures.

Monitor the SLA adherence.

Communicate developments & issues to the reporting head from time to time.

Undertake progress reporting to Module Lead, Manager- GSD.

Build, develop, and grow any relationships vital to the success of the Service Desk.

Determine the frequency and content of status reports from the team analyze results and troubleshoot problem areas.

Identify and resolve issues and conflicts within the team.

Set and continually manage British Council users’ expectations with team members and other stakeholders.

Quality Management:
Embedding Quality Management principles in the process.

Manage performance of the team and report non-compliances as per the guidelines.

Create SOPs and other process documents as required.

Monitoring various activities and resolving any discrepancies generated.

Achieving quality-related KPIs of the process.

Driving continual improvement initiatives in the process.

Information Security:
Ensure that the team is aware of the information security policies and comply with them.

Ensure that the team complies with ISO 27001/ ISO 22301.

Raise incident/blow whistle when observing any non-compliance to information security policies

Quality Management:
Embedding Quality Management principles in the process.

Manage performance of the team and report non-compliances as per the guidelines.

Create SOPs and other process documents as required.

Monitoring various activities and resolving any discrepancies generated.

Achieving quality-related KPIs of the process.

Driving continual improvement initiatives in the process.

Information Security:
Ensure that the team is aware of the information security policies and comply with them.

Ensure that the team complies with ISO 27001/ ISO 22301.

Raise incident/blow whistle when observing any non-compliance to information security policies

Additional job requirements

Should have been willing to be cross-trained on User Creation or other modules.

Qualifications

Graduate

Role-specific knowledge and experience

Experience in working in a Contact Centre environment with SAP application support.

Should be currently working as a Team member in a SAP support desk.

Shall be independently handling the issues/queries around SAP Module.

Fluent in English –both spoken and written

Further Information

Pay Band – 4

Contract Type – Indefinite

Department/Country- GSS Global Information Services (Global Service Desk) /India – Noida

Closing Date (Time) – 06th March 2022 (IST -23:59)

A connected and trusted UK in a more connected and trusted world.

Equality, Diversity, and Inclusion (EDI) Statement

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

The British Council is committed to safeguarding children, young people and adults who we work with.

We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you have any problems with your application please email askhr@britishcouncil.org

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.