OTC Support Consultant (Scrum Master Certified) Align Technology

About Align Technology

Job Description

Scope of the role: The OTC production support resource is responsible for providing timely and effective support to clients who encounter issues, errors, or questions related to the OTC flow that impact Aligns users. This may involve troubleshooting, debugging, testing, configuring, updating, or documenting the process, service, or solution. A support consultant may also deliver training, guidance, or best practices to clients on optimally using the product, service, or solution. A support consultant may work with different types of clients, such as end-users and business owners, depending on the nature and complexity of the production issue. Main Responsibility and Activities: Responsible for monitoring, maintaining, and resolving issues related to the OTC processing the SAP production environment. Should have Scrum Master Certificate Should know the Agile process and have the experience in handling scrum teams Should be familiar with Scrum activities Responding to incidents and requests from users or customers, analyzing and diagnosing root causes of problems, as well as communicating and collaborating with other teams. Performing routine checks and audits on the systems to ensure they meet quality and performance standards. Need to be able to work independently and as part of a team while managing multiple tasks and priorities in a fast-paced environment. Communication, problem-solving, analytical, and customer service skills are also necessary. Involves working closely with business stakeholders to resolve and to provide any technical support that is require in the SAP system. Prioritize numerous issues of varying severity, and effectively manage the resolution of all issues within accepted service levels. Participate in the Incident Management and Problem Management processes. Perform root cause analysis, resolution and reporting. Collaborate extensively with the SAP functional team and other business units to resolve users" issues while actively contributing to a growing knowledge network that improves the effectiveness of the support team. Support the release management process, ensuring that all production changes are processed according to Change Management policies and procedures. Education Qualification & Skills Required: Technical degree in Engineering or equivalent experience required; Master's is a plus Minimum 7 plus years of SAP experience in the area of SD ( Order interfaces from external systems, contracts, Batch Management, Periodic Billing, BOMs, Serial no management, Shipments and carrier integration, Revenue Recognition, Batch job processing, Customer Master, 3PL integration, Credit management, Tax integration, Outputs and Pricing) Exposure to CRM SFDC is a plus Exposure to S4/HANA is a plus Substantial knowledge of OTC system configuration. Prior experience in full-scale, global SAP implementation. Ability to effectively communicate with Business SMEs, Technical IT team members, and as well as End users across the globe (Excellent verbal and written communication skills). Excellent analytical and problem-solving skills. Team player with strong ability to explain technical issues to business users. Excellent presentation/oral communication skills. Excellent communication, collaboration and interpersonal skills.,