Description
Job Description
User Assistance: Assist end users by providing guidance, answering questions, and explaining SAP processes and functionalities. Help users navigate the system effectively.
Incident Triage: Receive, Log, and prioritize incoming SAP support tickets or incidents based on their urgency and impact on business operations.
Ticket Management: Log and prioritize support tickets using ServiceNow ticketing system. Ensure that incidents are assigned, tracked, and resolved within defined SLAs.
Documentation: Maintain accurate records of incidents including details of the problem and steps taken to resolve it. Update knowledge base articles and FAQs for future reference
Issue Resolution: Troubleshoot and resolve common SAP-related problems such as login issues, data entry errors, and basic functionality problems, adhering to predefined procedures and knowledge base resources.
Problem Management: Identify frequently occurring problems, conduct root cause analysis and assist in fixing the problems in coordination with the L2 and L3 teams.
Communication: Communicate effectively with end-users, as well as with higher level support teams and SAP administrators to escalate complex issues when necessary
Training: Provide basic training to end users in SAP application and processes to enhance their understanding and reduce occurrence of common issues
Basic Configuration: Execute routine system configuration and updates, such as user account management, password resets, and simple data management tasks.
Reporting: Report statusand metrics on a regularbasis to Client Stakeholders in an approved format.
Testing: Support functional and user acceptance testing.
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