SAP Callidus (SAP Commissions) Support Lead
hace 1 día
London
Role Details Role/Job Title: SAP Callidus (SAP Commissions) Support Lead Work Location: Reading, UK If Hybrid, How Many Days Are Required in Office? 3 The Role Lead on-site application support for SAP Callidus (SAP Commissions) as the single point of accountability for incident, problem, and change management. Own day-to-day stability of commissions operations-including data loads (EIM), crediting and compensation calculations, payee management, pipeline monitoring, and release readiness-while collaborating closely with Business (Sales Ops/Finance), IT, and SAP product support. Ensure SLA/OLA adherence, audit readiness, and continuous improvement of processes, tooling, and knowledge assets for a business-critical incentive compensation platform. Your Responsibilities Service Operations: Lead daily stand-ups for production support, manage queues (e.g., ServiceNow/Jira), and maintain MTTR/FTR within agreed SLAs. Incident & Problem Management: Drive end-to-end triage, RCAs, corrective actions, and problem records for recurring issues; publish incident communications. Change & Release Management: Plan and execute configuration changes, patches, and releases; maintain regression test suites and UAT coordination; obtain CAB approvals. Application Configuration: Maintain plans, rules, rate tables, calendars, roles/partitions, and position/payee hierarchies; ensure version control and documentation. Data & Integration Operations: Own EIM loads, validations, and reconciliations; monitor pipelines/schedulers; coordinate fixes across CRM/ERP/iPaaS teams. Payout Accuracy & Period Close: Run/monitor calculations, validate results with Finance/Sales Ops, manage disputes/adjustments, and sign-off for payroll integration. Performance & Stability: Track and remediate long-running jobs, bottlenecks, and data quality defects; recommend design optimizations. Governance & Reporting: Provide weekly/monthly service reports (SLA/OLA, incident trends, backlog, risk/issues, improvement actions); maintain SOPs and runbooks. Security & Compliance: Enforce access controls, segregation of duties, and audit evidence; support internal/external audits with complete documentation. Stakeholder & Vendor Management: Coordinate with SAP Support and implementation partners; manage priorities, escalations, and communications with business sponsors. Team Leadership & KT: Coach support analysts, plan shifts/on-call rotations, and maintain a robust knowledge base for faster resolution. Continuous Improvement: Identify automation opportunities, enhance monitoring/alerting, and drive post-incident reviews for sustained reliability. Your Profile Essential Skills / Knowledge / Experience Hands-on expertise in SAP Commissions (Callidus) configuration: crediting, compensation rules, plans, rate tables, calendars, positions/payees, and security (roles/partitions). Strong L2/L3 production support experience: incident triage, root-cause analysis (RCA), defect resolution, workarounds, and communication management. Data operations proficiency: EIM templates, data validations, reconciliation, pipeline/job scheduler monitoring, and performance tuning. Integration knowledge with CRM/ERP and ETL/iPaaS (e.g., Salesforce/CRM, SAP, SAP CPI /Informatica); ability to read and troubleshoot interface files and APIs. Service management and governance: ITIL processes for Incident/Problem/Change, CAB readiness, release/hotfix planning, and regression testing. Stakeholder management and communication: working with Sales Operations, Finance, HR, and cross-functional IT teams; creating status reports and runbooks. Analytical skills with SQL/Excel for data analysis, variance checks, payout reconciliations, and audit evidence preparation. Team leadership: mentoring L1/L2 analysts, workload prioritization, shift/on-call planning, and knowledge base development. Desirable Skills / Knowledge / Experience Exposure to SAP Territories & Quotas (T&Q/TQM), SAP CPQ, or related SPM components. Experience across multiple pods/environments, refreshes, and performance optimization. Familiarity with reporting/analytics in SAP Commissions and downstream data warehousing. Scripting/automation for operational efficiency (e.g., file checks, reconciliations, alerting). Certifications: ITIL v3/v4, PMP/Prince2, or equivalent service/project management credentials. Understanding of compliance frameworks (SOX), data privacy, and audit controls in compensation processing. Stay updated with the latest Salesforce releases and industry trends to recommend enhancements and new features Excellent understanding of Agile principles TPBN1_UKTJ