SAP Application Support

Position Overview

The SAP Application Support is responsible for investigating, analyzing, and resolving SAP system-related issues involving transactions and database tables while ensuring compliance with SLAs. This role collaborates closely with internal support teams and end users to ensure efficient incident resolution and continuous process improvement.

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Key Responsibilities

Incident Management

• Receive, analyze, and resolve escalated incidents from Level 0/1 support teams.
• Conduct in-depth diagnostics and perform root cause analysis.
• Communicate with end users to clarify and validate reported issues.
• Escalate complex issues to Level 3 support when necessary.
• Support resolution of major or high-priority incidents, including after-hours coverage when required.
• Maintain and update the support knowledge base to improve future resolution efficiency.

Problem & Change Management

• Identify, track, and document recurring or potential system issues.
• Initiate and support change requests when required for permanent fixes.

Team Collaboration & Development

• Work closely with Service Delivery Leads and cross-functional support teams.
• Participate in training sessions and knowledge transfer activities.
• Continuously enhance knowledge of SAP systems, tools, and business processes.

Administrative & Process Support

• Follow established SOPs and organizational standards.
• Monitor daily service performance and prepare required reports.
• Contribute to continuous service improvement initiatives.

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Must-Have Qualifications

• Bachelor’s degree in IT, Computer Engineering, or a related field (or equivalent experience).

• At least 2 years of experience in SAP application support.

• Strong knowledge of SAP CRM processes, including:

  • Material Master Data
  • Customer Master Data & Partner Functions
  • Pricing and Sales Order Flows

• Experience in incident, problem, and change management processes.

• Familiarity with ticketing systems.

• Strong analytical and problem-solving skills.

• Excellent communication skills in English (written and verbal).

• Detail-oriented and customer-focused mindset.

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Good to Have

• Experience with SAP Sales & Service Cloud or order management systems.
• Exposure to business process analysis and documentation.
• Experience in user training and knowledge transfer.
• Ability to handle critical incidents and provide after-hours support.
• Knowledge of workflow configuration and SAP integrations.