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Penumbra, Inc. · 1 day ago

Lead ERP Support Specialist

Alameda, CA

Full-time

Onsite

Senior Level

$108K/yr - $161K/yr

5+ years exp

Penumbra, Inc. is a global healthcare company focused on innovative therapies, and they are seeking a Lead ERP Support Specialist to enhance internal customer experience. This role involves driving accurate responses to internal customer inquiries related to SAP S4Hana and developing training programs to improve overall support performance.

Medical Device

H1B Sponsor Likely

Responsibilities

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

Qualification

SAP S4HanaSAP modules knowledgeLeadership experienceServiceNowJiraKPI familiarityAnalytic skillsExperience in regulated industryExperience supporting international operationsDocumentation skillsCommunication skillsOrganizational skillsAttention to detailSelf-motivated

Required

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

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

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

Preferred

Experience with ServiceNow a plus

Experience with Jira a plus

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

Benefits

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

Paid sick time in compliance with applicable law(s)

Company

Penumbra, Inc.

Glassdoor3.3

Penumbra, Inc., headquartered in Alameda, California, is a global healthcare company focused on innovative therapies.

Founded in 2004

Alameda, CA, US

1001-5000 employees

http://www.penumbrainc.com

H1B Sponsorship

Penumbra, Inc. has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (36)

2024 (42)

2023 (46)

2022 (43)

2021 (36)

2020 (26)