SAP Service Management

Duties and Responsibilities

• Configuration & Implementation

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• Configure and implement SAP Service Management (SM) and related modules such as Customer Service (CS) and SAP S/4HANA Service.
• Develop and deploy solutions aligned with business requirements, ensuring best practices and fit-to-standard configurations are applied.
• Support integration of SAP SM with other SAP modules (e.g., MM, SD, PM) and third-party systems where applicable.

• Support & Troubleshooting

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• Provide Level 2 and Level 3 support, troubleshooting issues related to service order management, maintenance planning, warranty management, and repair processes.
• Conduct root cause analysis for issues, proposing effective and timely solutions to minimize disruption.
• Work collaboratively with onshore teams and client stakeholders to resolve incidents and improve system performance.

• Testing & Quality Assurance

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• Create test scripts and perform end-to-end testing of SAP SM configurations, ensuring that all configurations meet project and client requirements.
• Support User Acceptance Testing (UAT) by assisting end-users with test execution, capturing results, and resolving any identified issues.

• Documentation & Knowledge Transfer

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• Prepare and maintain comprehensive documentation for configurations, customizations, and user guidelines.
• Conduct knowledge transfer sessions to educate client teams on new functionalities, process changes, and best practices in service management.

• Collaboration & Communication

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• Work closely with onshore consultants, project managers, and client stakeholders to understand requirements, provide regular updates, and ensure alignment on project goals.
• Participate in project meetings, providing input on offshore capabilities and identifying opportunities to optimize offshore support.

Qualifications

• Education

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• Bachelor's degree in computer science, Information Systems, Engineering, or a related field.

• Experience

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• Minimum of 5 years of experience in SAP Service Management or Customer Service (CS) module, including implementation and support.
• Hands-on experience with SAP S/4HANA Service and understanding of integration points with other SAP modules.
• Experience with offshore delivery models, including collaboration with onshore counterparts.