ERP Consultant - Contract

The project focuses on providing operational support and service coordination for SAP ERP applications, primarily across the SAP SD (Sales & Distribution) and SAP MM (Materials Management) modules. The role is responsible for ensuring smooth day-to-day support operations by monitoring incidents, coordinating issue resolution through SAP Solution Manager (SolMan), preparing operational dashboards and KPI reports, facilitating governance meetings, and maintaining effective communication between business users, support teams, and infrastructure teams. The objective is to ensure service continuity, improve operational efficiency, and maintain agreed service levels within a service-based support model.

Project roles and responsibilities

• Provide operational support and coordination for SAP SD/MM-related incidents and service requests.
• Monitor SAP Solution Manager (SolMan) tickets, track escalations, and ensure timely resolution.
• Coordinate User Acceptance Testing (UAT) activities and follow up until successful completion.
• Prepare and publish daily dashboards for call management and support metrics.
• Track Work-in-Progress (WIP), resolved, customer action, and on-hold tickets, ensuring timely closure.
• Monitor change management activities and follow up on pending approvals.
• Prepare monthly governance reports, KPI dashboards, and management review presentations.
• Maintain the Call Analysis Master File and perform ticket ageing analysis.
• Coordinate governance meetings, ERP discussion meetings, and document Minutes of Meeting (MoM).
• Manage webinar communications, user engagement activities, and collect feedback for continuous improvement.
• Create and circulate communication flyers, support updates, and service notifications.
• Coordinate with infrastructure teams regarding planned maintenance and system outage communications.
• Maintain ITC/timesheets, attendance records, and related operational reports.
• Utilize AI tools such as Microsoft Copilot, ChatGPT, and Claude to improve reporting, documentation, and productivity.
• Collaborate with business users, ERP support teams, and stakeholders to ensure seamless service delivery.

Goals and deliverables

The primary goal of the project is to ensure efficient, reliable, and high-quality ERP support services for SAP SD/MM applications by proactively managing support operations, improving ticket resolution timelines, enhancing service visibility through dashboards and reporting, and strengthening communication between business and IT teams. The project aims to achieve high service performance, timely issue resolution, process standardization, and continuous operational improvement while meeting defined Service Level Agreements (SLAs) and governance requirements.