SAP Analyst - Level 2 Support

Context

SAP S/4 Hana Public Cloud

A project team has been built with internal experts, Business Process Owners (BPO) and external consultants. The solution has been designed and covers Order to Cash, Procure to Pay and Book to Report.

non-native speakers

Overview of the role

• Responsible for providing advanced technical support to all users (110 currently), addressing escalated issues from Level 1 support
• Ensuring that SAP business processes operate smoothly.
• This role involves diagnosing and resolving complex technical problems, managing incident escalations, and coordinating with both Level 1 and Level 3 support teams to ensure timely and effective resolution of issues.
• Based in Pune( India), with the possibility of working partially from home

Role & responsibilities

1. Provide advanced troubleshooting and technical support to all issues escalated from Level 1 support.
2. Diagnose and resolve hardware and software issues for end-users, ensuring minimal downtime.
3. Collaborate closely with Level 1 support teams to guide them in resolving less complex issues and to identify recurring problems.
4. Escalate unresolved issues to Level 3 support, working with specialized teams to find permanent solutions for complex technical challenges.
5. Maintain detailed documentation of support activities, issue resolution processes, and system configurations.
6. Assist in the deployment, configuration, and maintenance of SAP.
7. Monitor system performance and identify areas for improvement, implementing necessary changes to enhance system reliability and user experience.
8. Provide training and guidance to Level 1 support staff to improve their technical skills and knowledge base.

Preferred candidate profile

• 5+ years of experience in IT support, with a focus on SAP support.
• Strong knowledge of SAP, including configuration and administration.
• Hands-on experience on SAP and SAP certification is a must
• Pro-Active and Independent
• Ability to prioritize workload and work well under pressure to meet deadlines and manage business expectations
• Excellent problem-solving skills and the ability to work under pressure.
• Excellent communication skills, both written and verbal, with the ability to present complex ideas to technical and non-technical audiences
• Experience working in the manufacturing domain or with MNCs is a plus
• Fluent in written and spoken English / good pronunciation is a must
• Good knowledge of Business process and ERP architecture
• Experience working with ticketing systems and maintaining accurate documentation

Perks and benefits