SAP Service DESK (SAP Order Management) : REMOTE

 

 

1) 1+ year of SAP ERP experience as a service desk agent, user, or business analyst

2) Prior experience in a customer support role supporting a line of business or end users directly

3) Experience with the order-to-cash and/or accounts receivable workstreams would be a plus

4) ServiceNow (or Remedy or similar ticketing system) experience would be a plus

 

Project Summary:

Our client is utilizing the newest version of SAP (S/4HANA), with multiple new releases over the next 10 months. As part of their on-going business and operational needs, they are providing level 1 and level 1.5 SAP functional support to their end users, who sit in various locations. The purpose is to handle the initial intake and consultation/resolution of SAP-related questions and issues from the end users in the field. 

 

Job Description: SAP Service Desk Agent

 

Required Skills

• Outstanding communication and customer service skills

• 1+ years of recent experience in one of the listed SAP disciplines (SD, FI, MM, WM, PP, TM, IBP, etc.). Experience with the order-to-cash workstream and/or accounts receivable is preferred

• Ideally prior experience as a service desk agent, super user or business analyst who has supported SAP end users or conducted UAT during an SAP go-live or upgrade, etc.

• 1+ year of recent customer support experience

• Experience with ServiceNow (or Remedy or similar ticketing tool) is desired

• Any experience or training with S/4HANA/Fiori would be a plus

• An understanding of SAP functional configuration would be a plus

 

The general support functions will include:

• Monitor and work on relevant incidents assigned to the ServiceNow support queue

• Provide the first line of support for all inquiries and incidents, providing resolution or workarounds where possible and based on established runbooks/knowledge articles/scripts

• Refer to Standard Operating Procedures and FAQs for user inquiries and provide response support

• Upkeep support procedures collaborating with client SMEs and project teams. This includes enhancement of documentation, runbooks and knowledgebase articles

• Coordinate escalation/hand-off of L2 issues to Business SMEs including follow-up to ensure ticket/incident/request closeout

• Diagnose whether issues are due to the SAP environment, technical extensions such as integrations, or to user understanding

• Escalate incident/s (as needed) and assign to L2 technical teams for further triaging and Problem management/RCA, with follow-up to ensure ticket/incident closeout

• Help maintain information about problems, workarounds, and resolutions as part of Knowledge Management