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Operational SME

Company:  Exertis UK
Salary:  Up to £27,000 DOE

GB, BB12 7BF

Contract Type:  Permanent
Date Posted:  20-Jan-2023

An Operational SME is the second line of support for colleagues using SAP/Reflex. When other Super Users need help running a transaction, identifying the source of a problem or understanding integration points, they turn to you for answers.

SMEs will act as liaisons between business and IT organisations an will often write functional specifications. They will advise on he prioritisation of change requests submitted by other users.

SMEs will thoroughly test changed processes and sign off the test for the operation. In order to do this, they must understand how to test and make sure the changes don't impat other data or processes (i.e. something else wasn't broken while fixing the original problem). They will also train others on any changes that have been made and potentially train new hires.


Key Responsibilities:

  • Solid knowledge of SAP/Reflex systems and their implementation. Learn internal processes to gain an in-depth knowledge of the entire process and identify potential improvements to processes based on SAP/Reflex functionality.
  • Cooperate with other Super Users, the process owners and the Business Process Office. Demonstrate good interpersonal skills, including communication skills. This role will be required to coach others, adapting the message to each individual.
  • Find solutions, understand the reason behind each activity, analyse and share information. Deep dive into problems to understand and collate the root cause.
  • Encourage other Super Users to seek solutions to problems, creating an atmosphere of continuous improvement.
  • Perform 2nd level support to operatoons team for problem solving and defect training. Be prepared to provide 1st level support to End Users if no other Super User is available. Filter user requests and pass on to SAP Technical Team if you can't solve it.
  • Gather the business requirements for changes from the Business Users, prepare project specifications and technical specification documents and explain the same to SAP Technical Team/Consultants for its mapping into SAP.
  • Act as the primary mode of communication of changes in the system to other stakeholders. Deliver training to Super Users and End Users across the operation around these changes.
  • Perform testing on various business processes to identify and report defects. Complete testing on newly implemented solutions and give User Acceptance Test (UAT) sign off to consultants.
  • Support other Control Tower team members as required with the potential to cover team responsibilities during periods of absence.


Key Behaviours:

Problem Solving

  • Delivers operational results by analysing and solving problems in a structured way
  • Proactively identifies potential issues, problems and opportunities
  • Implements corrective action and changes processes to eliminate problems
  • Establishes effective work processes, measures and key performance indicators
  • Deploys resources appropriately to solving the problem

Supporting Change

  • Demonstrates a positive attitude and implements change through motivating and supporting others
  • Generates enthusiasm and ideas for change within the team
  • Takes personal ownership for leading change and identifies and overcomes barriers to it
  • Communicates clear change goals and updates progress regularly


  • Adopts a positive and constructive attitude when handling change, ambiguity and potential obstacles
  • Positive attitude to learn new concepts and implement them efficiently
  • Maintains high standards of confidentiality and personal integrity, demonstrating courage in challenging behaviours that are against Company values
  • Maintains an even temperament, especially when under pressure.

Effective Communication

  • Willingness to understand the needs of other team members
  • Positively creates an environment of continuous improvement among others by coaching
  • Creates two-way communication opportunities, ensuring dialogue and consultation with and between all stakeholders