SAP Support Team Leader Location(s): Toledo, OH, US, 43659-0001 Function: Information Technology Audience: Experienced Professional Work Arrangement: On Site Requisition ID: 62257 THIS NOTICE IS POSTED IN CONNECTION WITH AN APPLICATION FOR PERMANENT ALIEN LABOR CERTIFICATION. ANY PERSON MAY COMMENT OR PROVIDE DOCUMENTARY EVIDENCE BEARING ON THIS APPLICATION TO: CERTIFYING OFFICER, U.S. DEPARTMENT OF LABOR EMPLOYMENT & TRAINING ADMINISTRATION, OFFICE OF FOREIGN LABOR CERTIFICATION, 200 CONSTITUTION AVENUE, NW, ROOM N-5311, WASHINGTON, DC 20210 JOB: Owens Corning Corporate Services, LLC, seeks a SAP Support Team Leader in Toledo, OH to lead key partners to ensure best in class service, and drive achievement of defined Service Level Agreements (SLAs) and implement corrective actions. Lead coordination of support activities through management of incidents, requests, problems and changes. Define goals for support teams and execute regular reviews and implement development plans. Act as an escalation point for application support tickets and lead team to resolve issues. Drive and measure continuous service improvement practices to increase efficiency, optimize the technical environment and improve the user experience. Coordinate and lead maintenance and management activities including upgrades, patches, security fixes and disaster recovery practices. Implement common services SLAs and define specific SLAs, key performance indicators (KPIs) and other metrics to measure operational and support performance. Publish metrics on our IT Service Management Platform (ITSM) platform and provide visibility to operational leaders and functional stakeholders. Control and verify adherence to these metrics on a regular basis. Report any deficiencies to partner teams and business stakeholders. Develop and prioritize corrective action plans and drive implementation. Educate functional stakeholders on our operational processes, SLAs, performance against SLAs and any other relevant information. Consult with functional and project teams to identify and plan operational support requirements for all systems. Negotiate and resolve constraints with corresponding functional teams. Partner closely with development, test, quality assurance and system performance teams to maintain a high performing environment while mitigating unplanned downtime. REQUIREMENTS: Bachelor's degree or foreign equivalent in Marketing, Marketing Management, Business Administration, Information Systems or a related field and five (5) years of progressively responsible experience in the job offered or related occupation: using data analysis to understand performance metrics, SLAs, and KPIs to ensure operations meets and exceeds expectations; using data analysis to identify trends and opportunities in order to drive continuous improvement; applying ITIL 4 and ITSM best practices to lead service management operations, drive continuous improvement and deliver user experience; working with ITSM technology and platforms, including ServiceNow, to enhance service management processes, analyze performance metrics, and create reports, dashboards, and visualizations; working with SAP, ECC, TM, SCM, CRM, BW/BI, SD, HANA, SolMan; and working with SAP Bolt-ons and third party tools, including Redwood, Revtrac and HP ALM. Offered salary is $135,850.00 per year. Submit resume to Cindy Kitz, Owens Corning Sales, LLC, 1 Owens Corning Parkway, Toledo, OH 43659 & indicate job code SR02052024PN. About Owens Corning Owens Corning is a global building and construction materials leader committed to building a sustainable future through material innovation. Our three integrated businesses - Composite