Mid-Level SAP AMS Support Analyst

Job Description

We are seeking Mid-Level SAP AMS Support Analysts to join our Enterprise SAP Support team. In this role, you will provide critical day-to-day support, maintenance, and optimization of SAP systems within the Application Management Services (AMS) framework. Your primary responsibilities will include troubleshooting issues, resolving incidents, managing service requests, and ensuring the seamless operation of SAP applications. You will work closely with business users, functional teams, and external partners to deliver high-quality support while maintaining system stability and driving continuous improvement in SAP operations. As a key member of our AMS team, you will help maintain service-level agreements (SLAs), implement solutions, and contribute to ongoing system enhancements for SAP environments (ECC6/S/4HANA).

Key Responsibilities

• Provide first-line support for SAP-related issues by efficiently responding to user-reported incidents and service requests.
• Assist end-users with common SAP tasks such as password resets, access permissions, and guidance on SAP functionalities.
• Support the implementation of system changes, including patches, updates, and configuration adjustments, in coordination with technical teams.
• Maintain comprehensive documentation of support processes, incident resolutions, and system configurations to build a knowledge base for future reference.
• Communicate effectively with business users to understand their needs, provide clear solutions, and ensure user satisfaction.

Requirements

• Education: Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
• Minimum of 3 years of experience in supporting SAP systems (ECC6/S/4HANA) within an AMS framework.
• Strong understanding of ITIL processes for incident management, problem management, and change management.
• Experience using ticketing systems (e.g., ServiceNow, JIRA) to manage incidents, service requests, and changes.
• Experience with SAP S/4HANA and familiarity with its functionalities.