SAP Service Desk Agent at TEKsystems

We are currently supporting our client in hiring 3 additional positions onto their current SAP support team. These positions will be 100% remote, but require flexibility to work between 6am-6pm local time.

Description:

Our client  is utilizing the newest version of SAP (S/4HANA), with multiple new releases over the next 2 years. As part of their ongoing business and operational needs, they are providing level 1 and level 1.5 SAP functional support to their end users, who sit in various locations. The purpose is to handle the initial intake and consultation/resolution of SAP-related questions and issues from the end users in the field.  Our current contract with customer is through the end of 2024 with a very strong likelihood of renewal through 2025.

Job Description: SAP Functional Support Analyst

The functional SAP areas needing support include:

• Sales & Distribution (SD) / Order-to-Cash

• Finance (FI)

• Rare Warehouse Management (WM)

• Supply Chain/Logistics (MM, PP, PM, QM, RR, TM)

Required Skills

• Outstanding communication and customer service skills

• Ideally 3+ years of recent experience in one of the listed SAP disciplines (FI, SD, MM, WM, PP, etc.)

• Experience should be as a service desk agent, 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 plus

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 the 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 collaborating 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

Skills:

SAP, ERP, customer service, service desk, toc, erpss, FICO, SD, MM, PP, OTC, O2C, WM, Warehouse Management, S/4

Top Skills Details:

SAP,ERP,customer service,service desk,toc,erpss

Additional Skills & Qualifications:

Outstanding communication and customer service skills.

We reserve the right to pay above or below the posted wage based on factors unrelated to sex, race, or any other protected classification.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. This temporary role may be eligible for the following: 

• Medical, dental & vision 
• 401(k)/Roth
• Insurance (Basic/Supplemental Life & AD&D) 
• Short and long-term disability 
• Health & Dependent Care Spending Accounts (HSA & DCFSA) 
• Transportation benefits 
• Employee Assistance Program 
• Time Off/Leave (PTO, Vacation or Sick Leave)  

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.