Business Intelligence Support Consultant - Middle East (Dubai) Clariba - Dubai, UAE

Clariba has an immediate opening for a BI Support Consultant based in our Dubai office to liaise with our customers and coordinate support ticket and resolution process.

The ideal candidate has 2-4 years of experience working with SAP Solution Manager ticketing system and posesses infrastructure/system admin skills and knowledge of SAP Business Intelligence tools. This individual is committed to achieving customer results, managing low to medium complexity support projects, meeting deadlines and service levels and multitasking with a variety of topics at the same time.

Job Responsibilities:

• Act as the first point of contact between customers and Clariba for all support topics;
• Take ownership of assigned tickets and resolve them and/or follow up from opening to closing;
• Autonomously resolve most of the issues and delegate support tasks to other team members for project specific, time constrained or tool specific tasks;
• Follow up on project completion and communicate results to customers;
• Set up new user accounts in SAP Support Portal;
• Proactively monitor customer platforms;
• Communicate new releases, SPs or features to support customers.
• Perform in-house testing of ramp-up level BI products (SAP and other if needed) or evaluate new technologies;
• Creates and manage SAP installations, systems, license keys requests, users;
• Ensure SAP & Clariba Support Portals are updated with the latest customer information.

What we offer:

• A fast-track career with a leading SAP Gold Partner, specializing in BI solutions and support
• An international and multicultural environment with the opportunity to work in one of the IT sector’s most exciting and interesting growth areas
• Annual Performance Plan, Employee Development Plans, and a training and certification path
• Opportunities to gain responsibility, grow your BI Support career and progress through our Talent Management Program based on motivation, dedication and skill development
• The chance to gain valuable technical, project management and communication skills
• Competitive Salary Package and Project Profit Share program (opportunity to earn 5% on top of salary after 1st year in company)

Desired Skills and Experience

Required Technical Skills:

• Experience with administration of SAP Solution Manager and ticketing system
• Previous experience with SAP Support Portal, including software downloads, license key requests and systems management
• Basic infrastructure/system administration skills (Windows, Linux, Networking, Virtual Machines, Servers);
• Intermediate level of DBA knowledge and experience (DB installation, backups, maintenance, advanced SQL)
• Intermediate level of Data Warehousing related knowledge and experience, including DWH Concepts (facts, dimensions, denormalization, history preserving, etc), and Data Modeling
• Familiar with licensing topics (SAP hana BI, databases, operating systems, general)

Desired Technical Skills:

• SAP certifications, i.e. C_BOSUP_90 SAP Certified Support Associate - Incident Management with SAP BusinessObjects is desirable
• Intermediate level of SAP BI Platform Administration (users/groups, servers, frontend content, platform installation, sizing) and experience with SAP BI upgrades and data migrations
• Intermediate level of SAP BI Client Tools knowledge and experience (Web Intelligence, Dashboards, Design Studio, SAP Lumira, Explorer, Crystal Reports, Information Design Tool)
• Experience with SAP Basis is useful
• Knowledge of ETL processes and experience with an ETL tool (i.e. SAP Data Services or Informatica PowerCenter)

Required Competencies:

• Fluent in English, both written and spoken
• Customer facing profile with excellent written and verbal communication skills, and experience supporting customer by phone, video call, email, chat, etc.
• Experience managing low to medium complexity support projects in a consultancy environment;
• Analytical thinking and problem-solving abilities;
• Commitment to customer proposed deadlines and service levels;
• Autonomous thinking and proactive approach to investigating and discovering solutions;
• Commitment to open, transparent and frequent communication with customers and team;
• Commitment to respond to customer complaints, requests and inquiries in a professional and timely manner;
• Ability to multi-task with a variety of customers and projects by prioritizing and managing many open cases at one time;
• Strong organisational skills;
• When not busy with Tickets, need to effectively manage and prioritize time for internal projects (e.g. testing new versions, definition of processes, definition of users, SolMan upgrades and maintenance, SAP audits like PCoE, etc.)

 Work Environment Requirements:

• Ability to work in multicultural environment
• Ability to multi-task with a variety of customers and projects

Education:

• University Level Degree (preferred in Engineering or IT) / Masters in Information Technology