SAP Support Manager

Roles and responsibilities

• SAP System Support and Troubleshooting:

  • Provide ongoing support for SAP users, ensuring the smooth functioning of the SAP system.
  • Resolve system issues by diagnosing problems, troubleshooting errors, and ensuring minimal downtime.
  • Act as the first point of contact for SAP-related incidents, ensuring timely resolution.
  • Investigate and resolve user-reported issues and coordinate with technical teams for advanced troubleshooting when needed.
  • Perform root cause analysis for recurring issues and propose preventive measures.

• User Assistance and Training:

  • Assist end-users with SAP system-related queries and provide step-by-step guidance to resolve issues.
  • Develop and maintain user manuals, knowledge base articles, and training materials for SAP users.
  • Conduct training sessions for new users or when new SAP functionalities are implemented.
  • Provide support during the onboarding of new SAP users, ensuring they understand key system processes and workflows.

• System Maintenance and Updates:

  • Perform routine maintenance of the SAP system, including applying patches, updates, and upgrades.
  • Monitor system performance to identify potential issues and take proactive measures to prevent disruptions.
  • Work with IT teams to manage SAP system backups and ensure disaster recovery procedures are in place.
  • Assist in implementing new SAP modules, enhancements, or configurations as required by the business.

• SAP Configuration and Customization Support:

  • Collaborate with functional consultants to understand business requirements and help in configuring SAP modules accordingly.
  • Support the customization of SAP applications, screens, and reports based on business needs.
  • Assist with integrating SAP with other enterprise systems or third-party applications.
  • Manage SAP user roles and permissions to ensure secure access to the system, following company security policies.

• Incident Management and Ticket Resolution:

  • Use IT service management tools (e.g., ServiceNow, Jira) to track and manage support tickets, ensuring timely resolution.
  • Prioritize incidents based on their impact on business operations and system availability.
  • Provide regular status updates to users and stakeholders regarding incident resolution progress.
  • Document all incidents, solutions, and changes made to the SAP system for future reference.

• Performance Monitoring and Reporting:

  • Monitor system performance metrics, such as response times, transaction errors, and system availability, to ensure optimal SAP performance.
  • Generate reports on system performance, ticket resolution times, and other relevant KPIs for management review.
  • Analyze system logs and data to identify potential issues and report them to technical teams for resolution.

Desired candidate profile

Bachelor’s degree with strong postgraduate training in a relevant business area.
Proven experience in SAP Module implementation within a similar industry.
Open to Saudi fresh graduates with a passion for SAP systems and a strong desire to learn and grow.

Competencies:

Excellent task management, problem management, and technical personnel management skills.
Exceptional communication skills with a customer service-oriented approach.
A disciplined, process-driven mindset.
Strong team player and capable team leader.
Technical Skills:

Strong understanding of SAP architecture, modules, and workflows.
Familiarity with SAP tools such as SAP Solution Manager, SAP GUI, and SAP Fiori.
Knowledge of SAP integration with other enterprise systems (e.g., CRM, ERP, SCM).
Proficiency in database management and SQL (for troubleshooting issues related to data).
Understanding of SAP security, user management, and role-based access control.
Soft Skills:

Excellent communication skills, with the ability to explain technical concepts to non-technical users.
Strong problem-solving skills and the ability to troubleshoot complex technical issues.
Detail-oriented with strong documentation skills, including clear and concise reporting of issues and resolutions.
Ability to work under pressure and meet deadlines while managing multiple tasks and priorities.
A customer-centric approach with a strong focus on providing exceptional service to users.