Sr. Specialist, SAP Order to Cash (OTC) – Key User

Job description

Job Description Our Company's Animal Health division is seeking an experienced SAP Order to Cash (OTC) Specialist / Key User to serve as a functional business lead for OTC processes within a modern SAP S/4HANA environment. This role is critical to ensuring the stability, efficiency, and continuous improvement of Order Management and Customer Care processes in the U.S., while collaborating with global partners and cross‑functional teams. The position functions as a business process expert and first-line functional support lead, bridging business operations and IT. The SAP OTC Specialist ensures high-quality system usage, drives process optimization, supports testing and releases, enables automation, and promotes data-driven operational excellence. Key Responsibilities SAP OTC Functional Leadership Serve as SAP Key User and functional Subject Matter Expert (SME) for Order-to-Cash processes, including order management, pricing, billing, delivery, returns, and invoicing. Own and stabilize assigned OTC business processes, ensuring compliance with global templates, internal controls, and best practices. Act as the primary business contact for SAP OTC process issues, enhancements, and optimization initiatives. Operational Support & Issue Resolution Provide first-line functional support for the Order Management Center and Customer Service teams. Troubleshoot and resolve SAP OTC issues, including order errors, pricing discrepancies, billing issues, delivery exceptions, and returns. Partner closely with Warehouse, Logistics, Pricing, Billing, Finance, and Returns teams to resolve cross-functional process issues. Support Stock-to-Invoice controls by reviewing, correcting, and preventing invoice discrepancies. SAP S/4HANA & Technology Enablement Support SAP S/4HANA OTC processes and Fiori applications, ensuring effective adoption and usage. Collaborate with IT, global SAP teams, and external partners on enhancements, integrations, and release cycles. Participate in system releases, cutovers, hypercare, and regression testing efforts. Assist with monitoring and resolving interface / integration issues (e.g., EDI, IDocs, third-party systems). Testing, Validation & Documentation Lead and execute functional testing activities including:Test planning and documentation Unit, integration, regression, and user acceptance testing (UAT) Test scenario creation, execution, and sign-off Maintain accurate process documentation, training materials, and test artifacts. Training & Change Enablement Identify training needs for new hires and existing users. Develop and deliver end-user training using modern formats (job aids, simulations, knowledge articles). Support change management activities related to process improvements and system enhancements. Drive effective communication and knowledge transfer across the user community. Continuous Improvement, Automation & Analytics Proactively identify opportunities for process optimization, standardization, and automation within OTC. Partner with business and IT teams to support automation initiatives (e.g., RPA, workflow improvements). Monitor operational performance using SAP reports, embedded analytics, or dashboards. Use data and KPIs to identify root causes and recommend corrective actions. Global Collaboration & Governance Collaborate within a global, matrixed SAP operating model, including regional process owners and global governance teams. Ensure adherence to global standards while supporting local business requirements. Contribute to ongoing process harmonization and maturity initiatives. Qualifications & Experience Required Bachelor’s degree in Information Systems, Business, Supply Chain, or related field or equivalent practical experience. Minimum 3–5 years of SAP OTC functional experience, preferably in a complex, enterprise environment. Strong hands-on experience supporting Order-to-Cash processes (SAP SD). Experience working with SAP S/4HANA or actively supporting an ECC-to-S/4HANA transition. Strong understanding of integrated business processes across Order Management, Logistics, and Finance. Demonstrated ability to translate business requirements into effective SAP solutions. Excellent analytical, problem-solving, and communication skills. Ability to collaborate effectively with both technical and non-technical stakeholders. Preferred Experience with SAP Fiori, embedded analytics, or SAP Analytics Cloud (SAC). Exposure to process automation (RPA, workflow tools) within SAP OTC. Experience supporting global SAP templates and governance models. SAP certification(s) in SD / OTC or S/4HANA. Prior experience in regulated or highly structured operating environments. Required Skills: Business Processes, Business Process Integration, E-Commerce, End User Support, End-User Training, Leadership, Operational Excellence, Order Processing, Order to Cash (OTC), SAP ERP Central Component (SAP ECC), SAP Order to Cash, SAP S/4HANA, SME Support Preferred Skills: Animal Health Care, Continuous Improvement, Cross-Functional Teamwork, Pharmaceutical Industry, Veterinary Medicine Current Employees apply HERE Current Contingent Workers apply HERE US and Puerto Rico Residents Only: Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process. As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit: EEOC Know Your Rights EEOC GINA Supplement​ We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. Learn more about your rights, including under California, Colorado and other US State Acts The salary range for this role is $87,300.00 - $137,400.00 This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee’s position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs. The successful candidate will be eligible for annual bonus and long-term incentive, if applicable. We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits. You can apply for this role through https://jobs.merck.com/us/en (or via the Workday Jobs Hub if you are a current employee). The application deadline for this position is stated on this posting. San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance Los Angeles Residents Only: We will consider for employment all qualified applicants, including those with cr