07 sep
|
Gsb
|
Buenos Aires
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 expe
📌 SAP Functional Support Analyst (Buenos Aires)
🏢 Gsb
📍 Buenos Aires