SAP Support Specialist OTC

Job Description

Direct Report Line: Leader, Global Application Management Services Department: AMS Application Management Services Division: Digital Global Corporate / Digital Global Services Work Location: Remote Purpose: To provide 1st and 2nd level SAP support to end-users globally Main role/ Responsibilities: You will be involved in SAP Support activities and will be responsible for: User Support: Assist end-users in troubleshooting and resolving issues related to SAP Incident management: Track and manage incidents using a ticketing system, following established processes and service level agreements Change management and upgrades: Assist in the planning and execution of system upgrades, patches, and enhancements. Coordinate testing activities, participate in change management processes, and ensure smooth transitions without disruptions to business operations. User training and documentation: Conduct training sessions and create user documentation to educate end-users on SAP system functionalities, best practices, and self-service resources. Keep knowledge base articles up to date to enable users to resolve common issues independently. Collaboration and communication: Collaborate with cross-functional teams, including developers, functional consultants, and business users, to address complex issues, provide insights, and contribute to system enhancements. Communicate effectively with stakeholders at various levels to understand requirements and deliver solutions.

Required Skills