Senior SAP Business Analyst

Sirtex•Woburn, MA

1d•$124,000 - $155,000•Hybrid

About The Position

The SAP Business Analyst serves as the internal first point of contact for SAP application support, primarily for Production and Operations (PP, MM, QM, SD), with a secondary focus on Finance (FI). The role owns ticket intake, analysis, resolution tracking, and coordination with external SAP implementation and application management services partners for changes requiring configuration or development. Future-state design and solution architecture for the S/4HANA migration are owned by Sirtex program leadership and the E-Strategy implementation team; this role is not involved in migration design. The position is based in the Boston, Massachusetts area and follows a hybrid policy of three days per week in the office and two days per week remote. Candidates must be authorized to work in the United States. The role has no travel requirement. The role manages the full ticket lifecycle, resolves first-level issues, documents and escalates more complex issues, and coordinates change requests through production release. It also maintains user documentation and provides refresher training. The target base salary is $124,000–$155,000 annually, and the position is eligible for incentive programs with a target bonus of 10% and benefit plans.

Requirements

At least 6 years of experience supporting SAP in a business analyst, functional analyst, or application support role.
Hands-on functional knowledge of SAP PP (including production orders and batch costing), MM, QM, or SD.
Practical understanding of shop-floor and supply-chain processes, including production execution, procure-to-pay, quality inspection or notification, and order-to-cash.
Demonstrated ticket-based support experience with service-level agreement discipline, using Zendesk, ServiceNow, or an equivalent system.
Strong troubleshooting skills and clear written communication with non-technical business users.
Authorization to work in the United States.
Ability to work on-site in the Boston area under the hybrid policy; fully remote work is not offered.

Responsibilities

Own the end-to-end ticket lifecycle in Zendesk and raise tickets in the E-Strategy AMS ticket system, including intake, clarification, business-impact assessment, prioritization, resolution tracking, and closure.
Resolve Level 1 issues directly, including master data, user errors, authorization, transaction how-to questions, and report output issues.
Reproduce and document Level 2 and higher issues for escalation to the AMS partner.
Classify tickets by importance and urgency, and keep the backlog visible and aging under control.
Follow up with the AMS partner against service-level agreements and participate in recurring ticket review forums.
Gather and document change request requirements from Production and Operations business users and, where relevant, Finance users.
Write clear functional descriptions for the implementation or AMS partner.
Coordinate business review and sign-off for production change requests and track them through production release.
Maintain the change request pipeline and report its status to Bobby Qiu.
Maintain work instructions, FAQs, and how-to materials, and run refresher sessions for end users.
Document recurring issues and their resolutions to reduce repeat ticket volume.