Job Description

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021-22 we reached 650 million people.

Job Title:

Analyst SAP Roles and Access Management

Purpose of job:

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

Role Context :

The British Council Shared Service Centre (SSC) is establishing a Global Service Desk to serve all first level enquires of British Council staff globally. Ass. Manager will provide support to the Manager Global Service Desk in managing the overall SLAs and customer services related to SAP operations.

Main opportunities/challenges for this role

Accountabilities, responsibilities and main duties:

Transition:

• Take KT during transition of services.
• Document processes/ procedures as appropriate.

Operations management:

The role has following key deliverable:

• 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 analyse results and troubleshoot problem areas.
• Identify and resolve issues and conflicts within the team.
• Set and continually manage British Council user\'s expectations with team members and other stakeholders.

Transition:

• Take KT during transition of services.
• Document processes/ procedures as appropriate.

Operations management:

The role has following key deliverable:

• 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 analyse results and troubleshoot problem areas.
• Identify and resolve issues and conflicts within the team.
• Set and continually manage British Council user\'s expectations with team members and other stakeholders.

Quality Management:

• Embedding Quality Management principles in the process.
• Manage performance of team and report non-compliances as per the guidelines.
• Create SOPs and other process documents as required.
• Monitoring various activities and resolve 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 observe any non-compliance to information security policies

Qualifications

Graduate

Role specific knowledge and experience

• 1 - 2 years of experience in working in Contact Centre environment with SAP application support.
• Should be currently working as a Team Member in a SAP Support desk.

Further Information

Pay Band - 4

Contract Type - IDC

Department/Country- GSD/ India - Noida

Closing Date (Time) - 13th April 23

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

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.

British Council