SAP Functional Support Specialist

hace 22 horas


Alajuela, Alajuela, Costa Rica Global Services Business A tiempo completo
Job Description

We are seeking a skilled SAP Functional Support Specialist to join our team at Global Services Business. In this role, you will provide level 1 and level 1.5 SAP functional support to end users.

Key Responsibilities
  • Handle initial intake and consultation/resolution of SAP-related questions and issues from end users.
  • Monitor and work on relevant incidents assigned to the ServiceNow support queue.
  • Provide 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.

You will also be responsible for:

  • Upkeep support procedures working with client SMEs and project teams.
  • 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.
Requirements

To succeed in this role, you will need:

  • Oustanding communication and customer service skills.
  • 1-2 years of recent experience in one of the listed SAP disciplines (FI, SD, MM, PP, etc.).
  • Experience should be as a 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 experience supporting SAP end users.
  • Ability to triage an issue received from an end user and determine whether it's functional, data, or infrastructure related.
Salary Range

The salary range for this position is $80,000 - $120,000 per annum, depending on your level of experience.

About Us

We offer a dynamic and challenging work environment, with opportunities for growth and professional development. Our team is passionate about delivering high-quality services to our clients, and we are committed to making a positive impact in the industry.



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