Overview
Job Description
The Service Operations Specialist (SAP ICM) supports application services used for incentive calculation through SAP ICM. The team provides second level application support and ensures the stability of business applications through incident and problem management processes. Strong understanding of application functionality and the business processes it supports is essential.
The role primarily involves supporting applications that use Extract, Transform and Load processes for the Data Crawler module and processing incentive and commission calculations within SAP ICM.
Role Overview
The Service Management Analyst operates as a hands-on technical resource responsible for executing tasks within the Service Management environment. The role supports functional teams and provides assistance to ensure reliable delivery of service operations.
Typical responsibilities include monitoring activities, tracking operational tasks, analyzing issues, supporting conflict resolution, and preparing operational reports and meeting documentation.
Key Responsibilities
- Develop an understanding of processes used to execute Service Management functions.
- Follow defined guidelines and controls to maintain compliance and quality standards.
- Perform assigned activities within the relevant Service Management processes.
- Participate in stakeholder meetings, document discussions, and track progress of actions.
- Collect and interpret production data and respond to operational changes where required.
- Track the implementation of resolution tasks and maintain status updates.
- Provide consistent reporting to meet management and operational requirements.
- Understand the end-to-end application support process and escalation procedures.
- Maintain visibility of the application and infrastructure landscape supporting services.
- Provide feedback and communicate outcomes to stakeholders.
- Support internal audits related to Service Management processes.
- Collaborate with other Service Management teams to understand business requirements.
- Review technical specifications where necessary.
- Generate and analyze process metrics and KPIs to identify improvement opportunities.
- Identify operational risks and issues and provide governance support for planning and reporting.
Service Operations Activities
- Manage incident handling, problem management, and service request fulfilment.
- Debug incidents and identify possible resolutions.
- Analyze errors occurring during batch processing or system interfaces.
- Determine and implement resolutions or workarounds.
- Support resolution of high impact incidents, including participation in incident bridge calls.
- Escalate incident tickets and collaborate with team members and developers.
- Handle service requests such as generating reports for business or project teams.
- Ensure open problems are addressed by the responsible teams.
- Assist with transitioning new projects or applications into production services before go-live.
Technical Skills
- Knowledge of SAP functions including AL11 and SE16N.
- Understanding of SAP GUI transactions.
- Experience with Oracle database concepts and writing complex queries when required.
- Familiarity with payments processing, vendor master data, and settlement processes.
- Experience with UC4 or Control-M job scheduling tools.
- Experience with ETL processes using Informatica.
- ITIL Foundation certification is preferred.
Benefits
- Comprehensive leave policy.
- Gender-neutral parental leave and childcare assistance reimbursement.
- Sponsorship for relevant industry certifications and education.
- Employee Assistance Program for employees and family members.
- Hospitalization insurance coverage for employees and dependents.
- Accident and term life insurance.
- Health screening benefits for employees aged 35 and above.
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Education Requirements
- Bachelor’s degree in IT, Computer Science or related discipline
- equivalent diploma or technical qualification
- ITIL V3 Foundation certification preferred
Eligible Batch Years
Deutsche Bank
Deutsche Bank AG is a leading global financial services provider headquartered in Frankfurt, Germany. Founded in 1870, the bank operates in over 60 countries and employs more than 80,000 people worldwide. Its mission is to enable economic growth and societal progress through responsible banking, offering a wide range of services including investment banking, asset management, corporate banking, and retail banking. Deutsche Bank serves individuals, corporations, governments, and institutional investors, positioning itself as a key player in global finance.
Known for its strong presence in Europe and significant operations in the Americas and Asia-Pacific, Deutsche Bank has been actively restructuring in recent years to improve profitability and strengthen its balance sheet. The bank has made strides in digital transformation, sustainability initiatives, and expanding advisory services. Recent developments include improved earnings performance, strategic cost reductions, and enhanced ESG commitments, reflecting its aim to adapt to evolving market conditions and regulatory environments while maintaining its reputation as one of the world's most prominent financial institutions.
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