Qualitest · 11 hours ago

#16067 -SAP AMS Support Analysts

USA

Full-time

Remote

Mid, Senior Level

$80K/yr - $90K/yr

6+ years exp

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Responsibilities

Act as the first point of contact for SAP-related incidents and service requests, providing timely support and resolution.

Diagnose, troubleshoot, and resolve issues across various SAP modules (e.g., FICO, SD, MM) while ensuring minimal impact to business operations.

Escalate complex issues to higher-level support teams or third-party vendors as needed, ensuring that all incidents are resolved within agreed-upon SLAs.

Monitor system performance, proactively identifying potential issues through system alerts and performance metrics.

Provide end-users with assistance on routine SAP tasks such as password resets, access permissions, and guidance on SAP functionality.

Support users by advising on best practices for utilizing SAP functionalities to streamline business processes.

Collaborate with functional teams to resolve configuration issues and implement minor SAP enhancements when necessary.

Maintain accurate and thorough documentation in the ticketing system for each incident, including descriptions of issues and their resolutions.

Support the implementation of system changes, including patches, updates, and configurations, working closely with technical teams.

Ensure that all changes are rigorously tested to minimize disruptions to business operations before deployment.

Contribute to small-scale projects, such as system enhancements or the rollout of new SAP functionalities, ensuring seamless integration.

Maintain clear and detailed documentation of support processes, incident resolutions, system configurations, and any changes made to the system.

Assist in the development of training materials and conduct training sessions to empower users to make the most of SAP functionalities.

Create knowledge base articles for frequently encountered issues, ensuring the availability of self-help resources for end-users.

Work closely with business users to understand their needs, deliver effective solutions, and provide regular updates on issue resolution.

Collaborate with cross-functional teams, including developers, functional consultants, and external partners, to facilitate the efficient resolution of issues.

Communicate effectively with senior management and project leads, providing timely updates on ongoing support activities and progress.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

SAP system supportIncident managementService requestsChange managementECC6S/4HANAITIL processesTicketing systemsSAP FICOSAP SDSAP MMServiceNowJIRASAP security configurationsUser access managementAgile environments