SAP Support Consultant

POSITION SUMMARY

We are seeking a skilled SAP Support Consultant to manage and resolve Priority 3 (P3) and Priority 4 (P4) incidents and service requests. The role requires strong technical expertise, the ability to provide effective solutions, and implementation skills, along with awareness of the latest SAP innovations. The consultant will be responsible for ensuring high-quality issue resolution, SLA compliance, and achieving the highest level of customer satisfaction.

ROLES & RESPONSIBILITIES

Resolve SAP P3 and P4 incidents and service requests within defined SLAs.

Analyze, troubleshoot, and resolve functional and/or technical issues in SAP systems.

Access client SAP systems, investigate issues, and implement fixes or configuration changes.

Communicate directly with customers via calls, emails, or meetings to understand issues and provide updates.

Apply appropriate solutions, enhancements, or workarounds based on root cause analysis.

Validate implemented solutions and ensure proper closure of tickets.

Maintain documentation including Root Cause Analysis (RCA), solution steps, and knowledge articles for future reference.

Coordinate with cross-functional teams (Basis, ABAP, Functional, Security) when required.

Ensure compliance with change management and access control policies.

Maintain high customer satisfaction through clear communication and timely resolution.

Required Skills & Qualifications

Bachelors degree in IT, Computer Science, Business, or a related field.

5+ years of experience in SAP Application Support in one or more SAP modules.

Strong understanding of SAP modules and their functional processes.

Experience handling tickets in tools such as ServiceNow, JIRA, Remedy, or similar systems.

Ability to analyze logs, debug issues, and perform configuration changes.

Strong troubleshooting and root cause analysis skills.

Good cross-module knowledge in SAP environments.

Strong verbal and written communication skills.

Ability to interact independently with business users and stakeholders.

Understanding of ITIL processes and SLA-driven support environments.