98% 15% year-on-year.- 85%.- Productivity: Increasing tickets resolved per analyst by 10% year-on-year.How you will lead:Individual Contributor:- Lives our Officeworks values and behavior's.- Proactively contributes to a safe working environment, escalates appropriately if there are unsafe conditions or inappropriate behavior.- Operates in line with applicable Officeworks company policies and Code of Conduct.- Demonstrates a strong sense of personal accountability and curiosity to learn and develop.Qualifications and work experience:Essential:- Education: Degree in I. T. or a related field.- Experience: 2+ years of SAP or enterprise application support experience.- Core Skills: Excellent communication skills and a strong customer focus.- Technology Proficiency: Familiarity with SAP S/4 HANA, SAP BTP, SAP Cloud ALM, ITSM Platforms, and Jira.