The role provides Application support for SAP Manufacturing, Quality Management and Non-Conformance Management processes, ensuring stable operations, fast incident resolution and continuous improvement (SAP PP or/and SAP PI-QM)
Responsibilities :
- Act as the primary SAP S/4HANA support contact for incidents and service requests, from triage to SLA compliant resolution.
- Receive and prioritize tickets; capture complete, accurate ticket data (user, system, steps to reproduce, attachments).
- Troubleshoot and resolve common end-user issues (logins, authorizations, basic data-entry errors, printer/formatting problems) using runbooks and knowledge base articles.
- Perform deeper investigation for escalated issues: reproduce problems, examine configuration, analyze logs, run diagnostic queries, and identify root causes.
- Implement approved configuration changes and corrective actions in non-production environments; prepare transport/approval documentation for production changes per change management processes.
- Execute routine operational tasks: password resets, user account creation/role assignments (following governance), basic data fixes and mass updates under controls.
- Coordinate with Basis, ABAP developers, integration teams (ALE/IDoc, RFC, CPI/PI), and vendors to resolve technical defects, performance issues, and integrations; create clear defect tickets with reproduction steps and evidence.
- Update and maintain runbooks, knowledge base articles, and standard operating procedures based on resolved incidents and lessons learned.
- Provide guidance and mentoring to other support staff; escalate to L3 or development when required with full diagnostics and test cases.
- Being able to execute changes following SAP ChaRM process in collaboration with Release and Deployment team
- Test and validate fixes in non-production systems, support regression testing, and assist in release and cutover activities as SME for assigned processes.
- Share timely updates and resolutions with users and stakeholders, ensuring accurate ticket categorization, SLA adherence, and user confirmation.
- Participate in on-call rotations and incident management activities, including RCA and post-incident reviews.
Qualifications :
- Education: Associate or Bachelor’s degree in information systems, computer science, business administration, accounting, engineering, or equivalent experience.
- Experience: 3+ years combined experience in IT support/helpdesk and SAP application support; hands-on experience with SAP S/4HANA strongly preferred.
- Functional knowledge: solid understanding of SAP S/4HANA module (PP, PP/PI and QM) and familiarity with core business processes (Manufacturing and Quality).
- Several years of experience working with AMS in production and quality environment for chemical or process industry.
- Technical/diagnostic skills: ability to use SAP transactions for debugging and logs (e.g., ST22, SM21, SM37), perform basic ABAP debugging or work closely with developers, and run SQL or system queries for troubleshooting.
- Basic understanding, monitoring and error handling for APIs, Kafka streams and BTP.
- Integration awareness: familiarity with ALE/IDoc, RFC, and middleware concepts (CPI/PI/PO) for diagnosing integration issues.
- Tools and processes: experience with ITSM/ticketing systems (ServiceNow, Azure DevOps), change/transport management, and basic testing methodologies. Internal
- Soft skills: strong customer-service orientation, clear written and verbal communication, analytical problem solving, and ability to work across teams and under pressure.
- Certifications (preferred): SAP associate certification for relevant module(s), ITIL Foundation, or equivalent.
- Excellent communication skills in English
Nice to have:
- Experience working with Level 3 solutions - MES integrations
