The SAP Business Analyst will serve as the internal first point of contact for SAP application support, with a primary focus on Production and Operations (PP, MM, QM, SD) and a secondary focus on Finance (FI). The role owns ticket intake, analysis, and resolution tracking, and coordinates with Sirtex's external SAP implementation and AMS partners for changes requiring configuration or development. Future-state design and solution architecture for the ongoing S/4HANA migration are owned by Sirtex program leadership and the E-Strategy implementation team; this role is not involved in migration design.NOTE: Candidates must be local the Boston, MA area and be able to adhere to our hybrid policy, which is currently 3 days/week in office and 2 days/week remote.Application Support & Ticket Management (70%)Own end-to-end ticket lifecycle in Zendesk, and raise tickets in the E-Strategy AMS ticket system: intake, clarification, business-impact assessment, prioritization, resolution tracking, and closureResolve L1 issues directly (master data, user error, authorization, transaction how-to, report output); reproduce and document L2+ issues for escalation to the AMS partnerApply importance-vs-urgency classification; keep the backlog visible and aging under controlFollow up with the AMS partner against SLA; participate in recurring ticket review forumsChange Request Coordination (25%)Gather and document CR requirements from Production/Operations (and, where relevant, Finance) business users; write clear functional descriptions for the implementation/AMS partnerCoordinate business review and sign-off for production CRs; track CRs through to production releaseMaintain the CR pipeline and status reporting to Bobby QiuUser Enablement & Documentation (5%)Maintain work instructions, FAQs, and how-to material; run refresher sessions for end usersDocument recurring issues and their resolutions to reduce repeat ticket volume
