The EBS Team: The City’s SAP Support

The EBS Team: City SAP Support [ Part 5: SAP Fundamentals & Basic Navigation ]Part 5 of 5 describing the various support personnel for the City’s SAP deployment and who to contact for help.

Document Owner: Charlie Dudley, J.D., Training & Development OfficerCreation: 10/27/2016 // Updated: New Document, N/A PAGE 1

1. Overview of SAP Support at the City

2. EBS Organizational Structure

3. Staff Roster by Function

4. Bureau Change Agents

5. Business Process Owners (BPOs) & Subject Matter Experts (SMEs)

Contents

6. Who Should I Call for Help?

The EBS Team: The City’s SAP Support



The City of Portland’s SAP investment is a Citywide effort as reflected in the name of the team directly responsible for its functioning, development, and maintenance: Enterprise Business Solution or EBS. But while EBS is responsible directly, we rely on our Business Process Owners, Subject Matter Experts, Change Agents, and bureau users to help us support the system on an enterprise-wide basis.

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Overview of SAP Support at the City of Portland

BPOs

Change Agents Users

SMEs



2

EBS Organizational Structure

EBS / SAP Support Manager

Training & Communications

Team

A training officer who works with the business analysts, business owners, and SMEs to offer training (in various formats), support documentation,

communications, and change

management.

FILO Team

Business Analysts who Support the

Functional Modules, Manage Projects,

Implement & Design New Solutions,

Improve Processes, and support

business owners, subject matter

experts, and users.

HCM Team

Business Analysts who Support the

Functional Modules, Manage Projects,

Implement & Design New Solutions,

Improve Processes, and support

business owners, subject matter

experts, and users.

Technical Team

Developers and technical staff who program, maintain the SAP database

and client infrastructure, and work with Business Analysts in adding

new functionality or improving the

system.



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Staff Roster by FunctionBusiness Process / Functional StaffSatish Nath SAP Support Manager 3-7459FILO (Finance & Logistics) TEAMChan Aaby CO, GM, Reporting 5-8402

Cindy Delozier FILO Team Lead, FM, GL 3-7232

Aaron Diamond FA, EAM Project 5-8455Joan Martin AR, SD, PSCD 3-7431Phil Marchbanks MM, AP, EAM Project 3-7172Hanh Nguyen PS, TR, CM 3-4384Vicki Rice AP, MM 5-8403HCM (Human Capital Management) TEAMSteve Brown Time Management 5-8417

Monica Borden-Ooley OM, PA 5-8415Amy Cornell Payroll 3-1203Anna Cowen Time Management 5-8406

Vineeta Rawal ESS, MSS, Portal, Benefits, LSO 3-6917

Vacant BN, TM, PY, OM, PA 5-8413

De Ann Kamish Time Management, OM, PA 5-8452

Kate Schmidt HCM Team Lead 5-8433

Britt Schweizer Time Management 3-7416Training, Communications, Change Management

Charlie Dudley, J.D. Training & Development Officer 5-8475

Technology Staff

Diana Allen Technology Team Manager 5-8427

Anand Adayappurath PI / Security 5-8448

Trikanth Basetty ABAP / Portal 5-8453

Ketan Chokshi Basis / Security 5-8443

Cody Deckard ABAP / Portal 5-8407

Pat Green ABAP 3-6907

Matthew Lim BI 5-8440

Thang Ngo BI 5-8437

Wes Smith Interfaces 3-5481

Manish Thakore Basis / Security 5-8451

Preeti Sinha Security / ABAP 3-6905

Rick Schulte SAP Architect XI/PI 3-5634

To Report a Problem,contact the Help Desk:

3-5199

mailto:[email protected]































The Change Agent is the primary link between the bureau and EBS. EBS and the Change Agent are active, mutually supportive partners in change management and communication processes and in the success of SAP in the City of Portland. The Change Agent will communicate with EBS and coordinate bureau resources in support of new functionality, day-to-day bureau use of SAP, and break/fix situations.

The circumstances you are most likely to have contact with a Change Agent with are either: • Having Roles Requested for you in SAP;• To Learn More About SAP / Request Training;• To Request New Functionality or a Change to

the Existing System.

Change Agents are a good point of contact within your bureau for SAP questions, to provide feedback, or find out who you should get in touch with regarding an SAP issue.

A current list of the City’s Change Agents can be found on the EBS site [ HERE ].

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Bureau Change Agents

http://www.portlandoregon.gov/cao/article/545648





5

Business Process Owners & Subject Matter Experts

The Business Process Owner (BPO) has the ultimate responsibility for the performance of a business process in realizing its objectives as measured by key process indicators and has the authority and ability to make necessary changes to the business process.

BPOs are the primary drivers for their areas of responsibility and must ensure their process functions are supported by the staff they manage or the staff who work within their processes for which they oversee.

BPOs drive the improvement of business processes which, in turn, result in changes to the SAP system. Those changes can be minor enhancements or major module implementations. In either case the BPO is the lead in driving the best use of the SAP system and helps guide its development and utilization in the organization.

BPOs are not a direct resource for any of sort of SAP assistance, but they are good people to provide feedback to on process improvement ideas, requested functionalities, and other ways to better use the SAP system at the City.

A Subject-Matter Expert (SME) is a person who is an authority in a particular area or topic. The Subject Matter Expert is that individual who exhibits the highest level of expertise in performing a specialized job, task, or skill within the organization.

An SME might be a software engineer, a helpdesk support operative, an accounts manager, a scientific researcher: in short, anybody with in-depth knowledge of the subject you are attempting to document or – more importantly to SAP – of a business process you are attempting to map to the SAP system. You need to talk to SMEs in the research phase of a documentation or software project (to get your facts straight) and you need to involve them in the technical validation of your drafts/iterations to make sure that your interpretation of information and the design of the system matches their understanding.

At the City we have many SMEs in all Bureaus. We rely on them during changes to the system for testing, for assisting in designing new solutions being implemented, and for even helping conduct on-the-job training in the bureaus.



In most cases, you should start with the Help Desk. But there are reasons to communicate with someone on the EBS Team Directly.

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Who Should I Call for Help?

New User who needs a password, problems logging

on, or to report a problem with any SAP system:

Help Desk3-5199

What do you need help with?

Help with a Specific Module (e.g. Accounts Receivable),

help with reporting, need of a customization, redesign of a

process, need to bring a process into SAP, wish to

explore what SAP can do for your work unit:

Contact an EBSBusiness Analyst

If you need to schedule training, to find documentation, want to request a class or workshop:

Contact EBS Training5-8475

To request roles in SAP, contact your Bureau Change Agent.



Below are the SAP Inboxes used throughout the City. These Inboxes route to specific divisions and individuals responsible for maintaining vital SAP business processes.

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Who Should I Message for Help? The SAP Inboxes

Inbox Display Name E-Mail Address Purpose

Inbox, Audit Schedules [email protected] External Audit Schedules, AP13/AP14 JE requests.

Inbox, Capital Asset [email protected] All capital asset related forms and questions.

Inbox, Cash Transfers [email protected] Cash transfer requests.

Inbox, Off-Cycle Check Request [email protected] Off-cycle check requests.

Inbox, PGE Information [email protected] For PGE Winshuttle information and use only.

Inbox, SAP AP Cancel [email protected] Accounts Payable cancel check requests.

Inbox, SAP BHR [email protected]

A tool for bureaus and Central HR Providers of OM, TM and PA to communicate in support of bi-weekly payroll processing. Also, any questions on HR forms, HR processes (whether SAP or not) are sent here for processing by HR & Payroll Services.

Inbox, SAP Customer [email protected] All SAP AR customer related forms and questions, including master data creation and update requests.

Inbox, SAP Maintenance [email protected]

All SAP Finance master data creation and update requests (except for AR customers and AP vendors); all journal entries related forms and questions; all SAP system related questions. Regularly monitored by System Accountant.

Inbox, SAP Vendor [email protected] All SAP vendor related forms and questions, including master data creation and update requests.

OMF, Accounts Receivable [email protected] All SAP AP vendor related forms.

OMF, AR Payments [email protected] For online payment portal correspondence.













City of PortlandEBS Training & Development

Author: Charlie Dudley, J.D.

2016

The EBS Team: The City’s SAP Support

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