MAIN PURPOSE

Support Shiseido Korea offices, brand stores, and counter stores across Korea as the SAP Maintenance and Support Center.

Provide Application Managed Service (AMS) in collaboration with the APAC regional team, troubleshooting and resolving enterprise application issues and requests within the targeted SLA.

This role leverages consulting expertise, business knowledge, and SAP solution proficiency to integrate SAP technology into business operations and drive expected results.

KEY RESPONSIBILITIES

• Serve as the primary point of contact for analyzing and resolving application and system issues in the OTC/ITD areas, ensuring SAP services are available and reliable. (SAP Modules: SD, MM)
• Oversee OTC, ITD and order management while providing system domain expertise.
• Manage OTC/ITD incidents, problems and change requests, offering intervention guidance and proactive solutions as needed.
• Assist users in requirements gathering, preparation, and follow-through for change requests.
• Support change request releases and implementations/rollouts by preparing test scripts/ scenarios and coordinating or assisting users in User Acceptance/Regression Testing.
• Handle incident management by promptly investigating reported issues, conducting root cause analysis (RCA), and implementing corrective and preventive actions (CAPA) following industry-best practices.
• Acts as liaison for troubleshooting and support by analyzing and resolving software issues, mapping business requirements to processes, and implementing necessary system modifications.
• Maintain a thorough knowledge of the organization and adhere to all internal standards.
• Enhance internal SAP manuals, procedures and processes.
• Ensure a high level of customer service in all support services provided.
• Monitor the daily interface process between local offices and the regional team (e.g., SAP integrations).
• Collaborate with the IT Manager on SAP vendor management, ensuring SAP-related outsourced vendors meet agreed service levels and align with the organization’s SAP strategy.
• Continuously improve SAP-related business processes and systems.

REQUIREMENTS

• Bachelor's Degree in IT, Computer Science, or a related field.
• Experience with SAP ECC 6.0/S4 HANA.
• Strong understanding of key integration points between SAP modules.
• Business knowledge and process design skills in SD order management and inventory logistics.
• Self-motivated, detail-oriented, and proactive.
• Excellent analytical thinking and problem-solving skills.
• Proven ability to work effectively in cross-functional project teams and foster team commitment.
• Strong relationship-building skills with both internal and external stakeholders.
• Proficient in English with strong interpersonal and analytical skills.
• Strong knowledge and hands-on experience of retail-specific SAP modules, POS systems, and integration technologies. Familiarity with CRM and Office 365 is a plus.

DIMENSION

Geographical area of responsibility: Korea

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