SAP PMO Analyst

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: India (Hybrid / Onsite)

: 2 3 Years

: Full-Time

: SAP PMO Analyst

: SAP AMS, ServiceNow, SLA Monitoring, Incident Management, ITIL

We are looking for a proactive and detail-oriented with hands-on experience in SAP Application Management Services (AMS) / Support project environments. The ideal candidate should be able to monitor SLAs, manage tickets end-to-end using service desk tools, coordinate between customer stakeholders and SAP support teams, and deliver structured daily and weekly status updates.

Monitor SLA compliance for Incidents, Service Requests (SRs), and Change Requests (CRs) and trigger proactive escalations

Hands-on ticket operations in service desk tools SAPPHIRE, ServiceNow, BMC Remedy, JIRA, or SAP Solution Manager

Perform real-time ticket queue monitoring and daily ticket hygiene across all priority levels

Coordinate end-to-end SR and CR lifecycle from intake to closure with customer sign-off

Manage P1/P2 incident bridge calls, track RCA delivery, and maintain the Major Incident Register

Act as SPOC between the customer and the SAP AMS delivery team for all PMO communications

Prepare and circulate Daily Status Reports (DSR) covering ticket health, SLA status, and action items

Facilitate Weekly Review Meetings, prepare WSR decks, and distribute MOM with tracked action items

Maintain RAID log, AMS Operations Tracker, and SLA scorecards for management visibility

Support Quarterly Business Reviews (QBR) with data preparation and governance deck creation

Coordinate across onshore and offshore SAP support teams for seamless 24x7 support coverage

Maintain Knowledge Base (KB) articles and identify recurring ticket patterns for Problem Management

SAP Module Knowledge MM / SD / FICO / HCM / PP / PM or similar

SAP AMS / Support Project Experience

Service Desk Tools ServiceNow, BMC Remedy, JIRA, SAP SolMan

SLA Monitoring & Breach Management

Incident, SR & CR Management

ITIL Framework Incident, Problem, Change, Service Request

Customer & Stakeholder Coordination

Daily Status Reports (DSR) & Weekly Status Reports (WSR)

MOM Documentation & Action Item Tracking

RAID Log & AMS Operations Tracker

MS Excel, MS PowerPoint, MS Word

Offshore-Onshore Coordination

Good Communication Skills Verbal & Written

:

people@ba-catalyst.com