SAP Service Desk Agent

TEKsystems

3d • $26 - $30 • Remote

About The Position

Our client is utilizing the newest version of SAP (S/4HANA), with two new releases over the next 10 months. As part of their on-going 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.

Requirements

• Outstanding communication and customer service skills
• 1+ years of recent experience in one of the listed SAP disciplines (SD). Experience within the order-to-cash domain and accounts receivable is preferred, though procure-to-pay and schedule-to-deliver domains are acceptable too.
• Ideally prior experience 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 recent customer support experience
• Experience with ServiceNow (or Remedy or similar ticketing tool) is desired

Nice To Haves

• Any experience or training with S/4HANA/Fiori would be a plus
• An understanding of SAP functional configuration would be a plus
• SAP knowledge and experience within the Order-to-Cash, Procure-to-Pay, or Schedule-to-Deliver domains.

Responsibilities

• 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

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees