SAP Functional Support Analyst

hace 5 días

Alajuela, Costa Rica Global Services Business A tiempo completo

Our client is utilizing the newest version of SAP (S/4HANA). As part of their on-going business and operational needs, they are looking for us to provide level 1 and level 1.5 SAP functional support to their end users, who sit in various locations. The purpose is to handle initial intake and consultation/resolution of SAP-related questions and issues from the end users in the field. The functional SAP areas needing support include: Finance (FI) Sales & Distribution (SD) Supply Chain (MM, PP, PM, QM, EW, TM) The general support functions will include: Handle customer calls directly (routed and callbacks) 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 Upkeep support procedures working 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

**Requisitos**:
Required Skills Outstanding 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 Any experience or training with S/4HANA would be a plus An understanding of SAP functional configuration would be a plu s English Advanced

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