Lead ERP Support Specialist

As a Lead ERP Support Specialist at Penumbra, you will drive accurate and efficient responses to daily internal customer issues and inquiries related to SAP S4Hana, directly or through L1 resources. This hands-on role will require strong documentation and analytic skills, along with good technical knowledge of SAP modules such as finance, sales and distribution, planning, manufacturing, and security. The Lead, ERP Support Specialist will proactively identify areas for improvement, develop training programs, and implement best practices to enhance internal customer experience.

* Complete analysis of support issues submitted by internal customers

* Communicate directly with customers by ticket to resolve issues

* Develop IT training materials and internal customer knowledge articles for common support issues

* Mentor team members to increase overall knowledge and understanding of standard SAP and Penumbra best practices, and improve overall support performance

* Analyze current SLAs to determine accuracy and improve compliance

* Monitor support metrics and KPIs to identify trends and areas for improvement

* Develop and implement strategies to improve overall team efficiency

* Participate in shared support tasks, such as system enhancement and integrations testing and data management in test and production systems

* Organize and review functional specifications for completeness

* Participate in the development of IT related policies, standards, and procedures.

* A Bachelor's degree in related fields with 5+ years of functional support and 2+ years of experience in a leadership or supervisory role within a functional support structure or similar experience

* Proven ability to lead and mentor a support team

* Ability to communicate effectively and efficiently throughout the business and technical teams

* Excellent oral, written, and interpersonal communication skills required

* High degree of accuracy and attention to detail

* Familiarity with KPIs and metrics in a support environment

* Experience with escalation procedures

* Experience with ServiceNow a plus

* Experience with Jira a plus

* Must be self-motivated

* Excellent organizational skills with ability to prioritize assignments

* Proficiency with MS Word, Excel, and PowerPoint

* Resilient in the face of continual change, able to hand high demands and unfamiliar situations

* Medical device, pharmaceutical, biotech, or other regulated industry experience a plus

* Experience supporting US, Europe and APAC operations is a plus.

* Experience in an SAP techno functional role a plus

General office environment. Requires ability to be onsite in our Alameda, CA office 90%. Business travel from 0% - 5%. Requires some lifting and moving of up to 15 pounds. Must be able to move between buildings and floors. Must be able to remain stationary and use a computer or other standard office equipment, such as a printer or copy machine, for an extensive period of time each day. Must be able to read, prepare emails, and produce documents and spreadsheets. Must be able to move within the office and access file cabinets or supplies, as needed. Must be able to communicate and exchange accurate information with employees at all levels on a daily basis.

We offer a competitive compensation package plus a benefits and equity program, when applicable.

Individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location.

*A collaborative teamwork environment where learning is constant, and performance is rewarded.

*The opportunity to be part of the team that is revolutionizing the treatment of some of the world's most devastating diseases.

*A generous benefits package for eligible employees that includes medical, dental, vision, life, AD&D, short and long-term disability insurance, 401(k) with employer match, an employee stock purchase plan, paid parental leave, eleven paid company holidays per year, a minimum of fifteen days of accrued vacation per year, which increases with tenure, and paid sick time in compliance with applicable law(s).

Penumbra, Inc., headquartered in Alameda, California, is a global healthcare company focused on innovative therapies. Penumbra designs, develops, manufactures, and markets novel products and has a broad portfolio that addresses challenging medical conditions in markets with significant unmet need. Penumbra sells its products to hospitals and healthcare providers primarily through its direct sales organization in the United States, most of Europe, Canada, and Australia, and through distributors in select international markets. The Penumbra logo is a trademark of Penumbra, Inc.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability, military or veteran status, or any other characteristic protected by federal, state, or local laws.

If you reside in the State of California, please also refer to Penumbra's Privacy Notice for California Residents.

For additional information on Penumbra's commitment to being an equal opportunity employer, please see Penumbra's AAP Policy Statement.