SAP Business Analyst - Application Support (Production & Operations)

Company DescriptionSirtex Medical is a global leader in healthcare, with offices in the U.S., Australia, Germany, and Singapore, dedicated to improving patient outcomes.Our mission is to be at the forefront of minimally invasive cancer and embolization therapies. By partnering with physicians, we aim to provide innovative products that enhance patient outcomes and simplify treatments. Achieving this ambitious goal requires passionate and talented individuals who are committed to making a difference. Our flagship product, SIR-Spheres Y-90 resin microspheres, is a targeted radiation therapy for liver cancer. To date, we have delivered over >150K doses across 50+ countries, significantly impacting patients' lives worldwide. Our success is fueled by our dedication to serving the medical community, maintaining professionalism, fostering a collaborative work culture, nurturing an entrepreneurial spirit, and continuously pursuing innovation and improvement. At Sirtex, we are committed to creating a great workplace. We offer a range of benefits, programs, and services to support our employees, ensuring they have opportunities to contribute to our success and advance their careers. Join our inclusive community, where you can collaborate with talented colleagues, bring your ideas to life, and advance your career, all while delivering innovative healthcare solutions to patients.Job DescriptionThe SAP Business Analyst will serve as the internal first point of contact for SAP application support, with a primary focus on Production and Operations (PP, MM, QM, SD) and a secondary focus on Finance (FI). The role owns ticket intake, analysis, and resolution tracking, and coordinates with Sirtex's external SAP implementation and AMS partners for changes requiring configuration or development. Future-state design and solution architecture for the ongoing S/4HANA migration are owned by Sirtex program leadership and the E-Strategy implementation team; this role is not involved in migration design.NOTE:Candidates must be local the Boston, MA area and be able to adhere to our hybrid policy, which is currently 3 days/week in office and 2 days/week remote.Application Support & Ticket Management (~70%)Own end-to-end ticket lifecycle in Zendesk, and raise tickets in the E-Strategy AMS ticket system: intake, clarification, business-impact assessment, prioritization, resolution tracking, and closureResolve L1 issues directly (master data, user error, authorization, transaction how-to, report output); reproduce and document L2+ issues for escalation to the AMS partnerApply importance-vs-urgency classification; keep the backlog visible and aging under controlFollow up with the AMS partner against SLA; participate in recurring ticket review forumsChange Request Coordination (~25%)Gather and document CR requirements from Production/Operations (and, where relevant, Finance) business users; write clear functional descriptions for the implementation/AMS partnerCoordinate business review and sign-off for production CRs; track CRs through to production releaseMaintain the CR pipeline and status reporting to Bobby QiuUser Enablement & Documentation (~5%)Maintain work instructions, FAQs, and how-to material; run refresher sessions for end usersDocument recurring issues and their resolutions to reduce repeat ticket volumeQualifications6+ years supporting SAP in a business analyst, functional analyst, or application support roleHands-on functional knowledge of SAP PP (production orders, batch costing), MM, QM, or SDPractical understanding of shop-floor and supply-chain processes: production execution, procure-to-pay, quality inspection/notification, order-to-cashDemonstrated ticket-based support experience with SLA discipline (Zendesk, ServiceNow, or equivalent)Strong troubleshooting instinct and clear written communication with non-technical business usersUS work authorization; must be able to work on-site in the Boston area; no remote; no travelThe target base salary range for this position will range from $124,000 to $155,000 annually. Individual compensation for this job requisition will be based on non-discriminatory factors, including your geographic location, skills, experience, education and other factors as they relate to the position requirements. Actual compensation may vary depending on the confirmed job-related skills and experience.In addition to the expected base compensation, this role is eligible to participate in Sirtex’s incentive programs (target bonus of 10% for this position) and benefit plans, which include paid sick and vacation time, health insurance and a generous 401k matching program.Additional InformationAll your information will be kept confidential according to EEO guidelines.Do you want to be part of something bigger? A team whose impact stretches across the globe making a real difference to the quality of people’s lives. Sirtex recognizes that well-being, financial health, and work-life balance are crucial for our employees to achieve personal success. Sirtex offers qualified candidates:Diverse and flexible work arrangements to achieve the optimum balance between work and personal responsibilities.A culture of respect, diversity, collaboration, and innovation fostering inclusiveness and superior performance.Attractive compensation and benefit packages which are practical, robust and equitable.A commitment to support ongoing professional growth through career development, on the job experiences and training opportunities.Challenging work which supports the development of new and better ways to improve clinical outcomes for oncology treatment around the world.An unwavering commitment to company values, employee safety and excellence in everything we do. Diversity drives innovation; inclusion fosters belonging, growth and success. Sirtex believes that it takes multiple perspectives and voices to create a culture and workplace which fosters engagement, teamwork, and employee satisfaction to perform our best and deliver on commitments. We are dedicated to fostering an environment where all employees feel valued, included, and can share their ideas so that we can exceed even our own expectations.Sirtex is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other characteristic protected under applicable law. Sirtex will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.SummaryType: Full-timeFunction: Information TechnologyExperience level: Mid-Senior LevelIndustry: Medical Device