Operations Specialist

• SAP Support
  • Monitor and track service orders and incident tickets to ensure timely resolution and adherence to SLAs.
  • Act as a liaison between business users, LDC, and technical support teams to coordinate issue resolution and service delivery.
  • Provide day-to-day operational support for Operations, ensuring system stability and user satisfaction.
  •  Document and escalate recurring issues or trends to appropriate teams for root cause analysis and long-term resolution.
  • Support change management activities by coordinating with stakeholders and ensuring communication of system updates or outages.
  • Maintain accurate records of support activities, including ticket status, resolution steps, and communication logs.
• Requirements Gathering and Analysis
  • Collaborate with business stakeholders to gather and document requirements for system enhancements, reporting needs, and process improvements.
  • Translate business needs into clear, actionable support tickets or project requests, ensuring alignment with LDC Core design.
  • Coordinate with cross-functional teams to assess feasibility, prioritize requests, and support implementation planning.
  • Participate in user acceptance testing (UAT) and validation of changes to ensure they meet business expectations.
  • Maintain documentation of requirements, decisions, and outcomes to support knowledge transfer and continuous improvement.
  • Develop and maintain process documentation including SOPs, Work Instructions, and Training Materials.
  • Provide SAP support for local change control processes and ensure alignment with GxP and regulatory standards.
• Project & Stakeholder Engagement
  • Coordinate SAP Release implementations and rollout projects, including system testing and go-live support.
  • Liaise with cross-functional teams (Manufacturing, QA, Warehouse, Engineering) to ensure SAP solutions meet operational needs.
  • Train and mentor Super Users to build internal SAP expertise.
• Compliance & Reporting
  • Ensure compliance with Novartis standards and regulatory requirements.
  • Prepare reports and dashboards to monitor logistics KPIs and SAP system performance.
• Provide technical support to manufacturing operations outside of standard U.S. business hours, including evenings and weekends, when approved based on operational requirements.

Qualifications

Minimum Requirements

• Bachelor’s degree in Supply Chain Management, Logistics, Business Administration, or related field.
• 5+ years of experience in SAP logistics, with hands-on exposure to SAP S4 logistics and manufacturing modules.
• Strong understanding of GxP documentation and validated environments.
• Experience in authoring SOPs and training materials.

Preferred Qualifications

• Experience in pharmaceutical or regulated industries.
• Familiarity with SAP GUI and Fiori Launchpad.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.