SAP Super User – What Does It Take To Be One?

Posted by Joe Dollries, June 12, 2009

If your company either runs SAP, or is planning to run SAP, then you probably have a team of Super Users. But what exactly is a SAPSuper User? What do they do? What do they know? This article explores what it takes to be a highly successful SAP Super User.

A SAP Super User will possess the following skills:
• First line of support for users
• Representative for the department / process team
• Ability to communicate effectively with technical team, users and management
• Testing expertise
• Outstanding SAP training
• Continuous process improvement
• Ability to document processes, functional specification etc.
• SAP knowledge

The first thing to understand as a SAP Super User is that you are the first line of support for your customers (your colleagues using SAP).When they need help running a transaction, identifying the source of a problem, or understanding integration points, they turn to you for answers. This will take a solid understanding of SAP, knowledge of your business processes and a great deal of patience. The patience becomes imperative when you are asked the same question for the eleventh time.

As a SAP Super User you will need several other key skills. You need to be able to communicate to all levels in your organization. You often have to liaise between your user community and the more technical IT community. This liaison role is an art and a highly valued skill among SAP Super Users. Super Users are often the people that write functional specifications. Once a SAP configuration specialist or programmer fixes your problem, you’ll also need to be able to thoroughly test the changed process before handing it back to users. In order to do this, you must understand how to test and make sure the changes you made didn’t impact other data or processes (i.e. something else wasn’t broken while fixing the original problem).

You will also be a major source of training. This training will include updating others on any changes that have been made and training new hires. You must possess the ability to train individuals one-on-one, as well as presenting to a larger classroom. Both skills are essential to the Super User role.

Characteristics of a successful super user include:
• care for the success of your company
• care about your process team’s success
• problem solving
• curiosity
• detail oriented
• strong communicator
• adaptable to change
• love of learning

SAP Super Users are required for all phases of your company’s SAP life. You play a significant role during your implementation, provide ongoing SAP support, drive continuous improvements and again play a key role when your company decides to perform a SAP upgrade or other major project with SAP.

I am sure you can think of many other skills and attributes of a SAP Super User. They are certainly a broad collection of skills, as a Super User does so many different things. It is a difficult and demanding role, but offers great challenge and satisfaction to those that pursue this opportunity.

Joe Dollries is the Director of SAP Applications Management Services for itelligence, the leading global, mid-market full-service SAP provider

Posted on June 12, 2009 at 2:01 pm by Joe Dollries · Permalink
In: SAP, Support, Uncategorized, itelligence, Inc. · Tagged with: , , , ,

One Response

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  1. Written by naikpp01
    on June 29, 2009 at 9:48 am

    Hi Joe,

    Good post! Was reading through your post yesterday in the middle of the night while supporting the first night shift of the SAP golive for one of the biggest sites of a steel making company in UK. The stabilisation plan aptly had the super users as the first point of support for the end users (thanks to them, I couldread your article).
    As a SAP PM project consultant on the night shift support, I received very few calls and issues reported by the super users. I would like to give the credit to our super users who worked very hard and demonstrated most fo the characteristics mentioned by you in your post above. But, I would also like to mention that in addition to the characteristics required in a super user to be one, there is also something we as a SAP project team need to work on, which is how best to MAKE our users into SAP super users!!

    As a sequel to your above article, based on my personal experience over the last few months on the SAP project deployment and working with a large number of super users, I am tempted to write a paper on SAP Super User – What Does It Take To ‘MAKE’ One?

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