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Application Support Specialist
Ref No.: 19-06304
Location: Bridgewater, New Jersey
Sunrise System Inc. is currently looking for Application Support Specialist in Bridgewater, NJ with one of our top client.
Job Title: Application Support Specialist
Job Id: 19-06304
Location: Bridgewater, NJ 08807
Duration: 8 months
Position Type: Hourly contract Position (W2 only)
  • The overall mission of the ITS Service Lead is to be responsible for the operation and health of one or more ITS Service i.e., its end-to-end build, run performance, operations and improvements.
  • She/he represents the operational implementation [RUN] of the Service Design as defined by the Service Owner who is accountable for the overall ITS Service.
  • The ITS Service Lead is responsible for managing many different process activities to ensure good management of the service.
  • This includes activities related to Incident, Problem, Change, Release, Service Request, Knowledge, Configuration, Availability, Capacity, and Service Level Management.
  • These processes are managed by Process Managers who support the ITS Service Lead to ensure proper operation and support of the Service.
  • Key responsibilities are in SAP Finance, Procurement and P2P areas and works with AMS Vendor on daily routine support for production issue and enhancements.
  • Provide L3 support for trouble shooting the production issues, attending release meetings and change governance board meetings, coordinating with AMS 2.0 team, approving FICO/Purchase changes in Service Now and prioritizing the demand changes etc.
  • He/She will also support in Month/Quarter/Year end and financial closing, troubleshooting the issues and providing the solution. Basic understanding of SAP Security, Audits and Compliance will be a plus. 
Key Individual Accountabilities
  • Service Operations
  • Manage day to day run-mode operations Service for one or more Services
  • Ensure activities related to Incident, Problem, SRM, Change, Release, Configuration, Availability & Capacity Management
  • Ensure proper Incident Management to facilitate appropriate ticket assignments, resolution, reporting, escalations and appropriate communication with Service Owner.
  • Ensure analysis of incidents; proper identification of Problems; and Change/Release coordination
    Service Delivery SLM
  • Ensure service delivery performance according to targets (SLA, OLA)
  • Measure and report recurring service performance KPIs & metrics
  • Actively participate in recurring Service Review Meetings Service Implementation & Continuous Service Improvement (CSI)
  • Execute Service Transition plan developed by Service Owner (Service On-boarding)
  • Participate in Service Design and Service Improvements activities as per Service Owner
  • Identify service improvements opportunities and analyze them with the Service Owner
  • Ensure service improvements are executed and completed within his/her scope, based on plans developed by Service Owner 
Main Interactions
  • ITS Service Owner
  • Ensure alignment with Service Strategy, Design, and real value;
  • ITS Process Managers for the Service scope
  • Ensure alignment with ITS process management practices
  • ITS Security
  • Ensure proper IT security for operating service
  • ITS Quality & Compliance
  • Ensure proper regulatory compliance of service operation
  • IMS/AMS vendor and internal service providers
  • Ensure proper SLA monitoring and management
Professional Experience
  • 5+ years professional experience in related field required
  • A strong track record in a Pharmaceutical / Consumer Products industry preferably in Client
  • Strong analytical and summarization skills required
  • Strong communication and problem solving skills. 
Major Skills and Competencies
  • Leadership and ability to challenge, open minded and active listening
  • Ability to drive change and ensure alignment at every stage from main stakeholders and impacted parties
  • Ability to understand and synthesize business needs from multiple sources, identify arbitration needs and ensure issue resolution
  • Strong communication and collaboration skills
  • Ability to collect data and report on blocking points
    Results oriented 
Educational Background
  • A minimum of a Bachelor's degree is required with a concentration in business preferred
  • Master's degree preferred 
Skills and Experience
  • FICO
Additional Skills
  • Governance
  • ITS
  • Problem Solving
  • Procurement
  • SAP
  • Security
  • Audit
  • Brand Marketing
  • Capacity Management
  • Consumer Products
  • CSI
  • IMS
  • Incident Management
  • Metrics
  • Operations
  • Process Management
  • Regulatory Compliance
  • SRM 
Sunny Rajput
Direct: (732) 272 0302 | Email:
Satya S
Direct: (732) 272.0262 | Email: