ERP Support Specialist (SAP S/4HANA)

Job Title: ERP Support Specialist (SAP S/4HANA)

Role Overview

The ERP Support Specialist is responsible for delivering accurate, timely, and efficient support to internal customers for SAP S/4HANA. This hands-on role involves resolving complex functional issues directly and through L1 support resources, while also leading continuous improvement initiatives to enhance system stability, user experience, and support effectiveness. The role requires strong analytical, documentation, and leadership skills, along with solid functional knowledge across key SAP modules.

Key Responsibilities

·        Analyze and resolve ERP support issues submitted by internal customers, either directly or through L1 support teams

·        Communicate with internal customers through ticketing systems to troubleshoot, resolve, and close issues in a timely manner

·        Develop and maintain IT training materials, user guides, and knowledge articles for recurring support issues

·        Mentor and coach team members to improve functional knowledge, adherence to SAP best practices, and overall support performance

·        Lead, train, and develop support staff by setting objectives, assigning work, and providing regular feedback through performance reviews and development plans

·        Review and analyze SLAs to ensure accuracy and improve compliance

·        Monitor support metrics and KPIs to identify trends, risks, and opportunities for improvement

·        Design and implement strategies to improve team productivity, response times, and service quality

·        Participate in shared support activities, including system enhancements, integration testing, and data management in test and production environments

·        Review and validate functional specifications for completeness and alignment with business requirements

·        Contribute to the development and maintenance of IT policies, standards, and procedures

·        Ensure compliance with the Company’s Quality Management System (QMS) and applicable domestic and global regulatory requirements

·        Understand and enforce security, privacy, and compliance standards across the ERP support function

·        Ensure team adherence to all quality, regulatory, and procedural standards

·        Perform additional duties as assigned

Education & Experience

·        Bachelor’s degree in a related field

·        5+ years of hands-on functional support experience with ERP systems (SAP S/4HANA preferred)

·        1+ years of experience in a leadership, lead, or supervisory role within a functional support organization

We are proud to be an Equal Employment Opportunity (EEO) and Affirmative Action employer. We at  HL Solutions do not discriminate based on Race, Religion, Color, National origin, Sex, Sexual orientation, Gender identity, Gender expression, Age, and Disability status.