SAP MM/SD (SAP VSS / DBM L1 Support consultant)

Job Description

SAP SD/MM Consultant

SAP VSS L1 Support Executive - South 2 Zone (Karnataka, Andhra Pradesh & Telangana)

Location

Padmanabanagar, Bangalore

Shift:

5 days WFO, shift timings: 9-6pm.

Role Purpose

The SAP VSS L1 Support Executive will serve as the first line of support for SAP Vehicle Sales System (VSS) and related business applications across the South 2 Zone comprising Karnataka, Andhra Pradesh, and Telangana dealerships. The role is responsible for ensuring seamless business operations by resolving dealer issues, supporting process compliance, facilitating system enhancements, conducting user acceptance testing (UAT), rolling out training programs, and driving adoption of business processes across Sales, Service, and Spares functions.

The incumbent will act as the key liaison between dealerships, business users, IT teams, and central business process teams to ensure minimal disruption to dealer operations and high system effectiveness.

Key Responsibilities

1. SAP VSS L1 Support & Dealer Assistance

• Provide Level 1 support for SAP VSS and related business applications for all assigned dealerships in South 2 Zone.
• Act as the primary point of contact for dealer queries related to:
• Vehicle Sales Processes
• Order Management
• Retail Billing
• Stock Transfers
• Dealer Master Data
• Reporting & MIS
• User Access & Authorization Issues
• Diagnose, troubleshoot, and resolve system-related issues within defined SLAs.
• Coordinate with L2/L3 support teams and IT for complex issue resolution.
• Track and monitor tickets through closure while maintaining user communication.

2. Business Process Management

• Support business process execution across:
• Sales Operations
• Service Operations
• Spare Parts Operations
• Identify process gaps, recurring issues, and improvement opportunities.
• Assist in standardization of dealership processes and drive process compliance.
• Support implementation of new business rules, policies, and operational workflows.

3. System Enhancements & Testing

• Participate in requirement gathering discussions with business stakeholders.
• Support User Acceptance Testing (UAT) for:
• New SAP developments
• Process changes
• System enhancements
• Digital initiatives and automation projects
• Prepare test scenarios, execute test cases, track defects, and validate fixes.
• Ensure successful deployment and business readiness before rollout.

4. Dealer Training & Capability Building

• Develop and roll out training modules for new processes and system enhancements.
• Conduct classroom, virtual, and on-site training at dealerships.
• Organize periodic refresher programs to improve user adoption and process adherence.
• Create user guides, SOPs, FAQs, and quick-reference documents.
• Assess training effectiveness and address knowledge gaps.

5. Month-End Operational Support

• Provide dedicated month-end support to dealerships and internal teams.
• Ensure smooth completion of:
• Billing activities
• Retail closures
• Stock reconciliations
• Reporting activities
• Resolve critical business-impacting issues on priority during month-end periods.
• Coordinate with central teams to ensure business continuity.

6. Pan India Support (Saturday Rotation)

• Participate in rotational Pan India support coverage.
• Manage dealer queries and critical incidents across all regions during assigned support windows.
• Ensure timely issue resolution and escalation management during support duty periods.

7. Stakeholder Management

• Build strong working relationships with:
• Dealer Principals
• Dealer Sales Head
• Dealer Service Head
• Dealer Spares Teams
• Regional Business Teams
• Central IT & SAP Teams
• Act as the bridge between business operations and technology teams.
• Ensure clear communication and status updates on incidents, changes, and system rollouts.

Key Performance Indicators (KPIs)

• L1 ticket resolution rate.
• SLA adherence and response times.
• Dealer satisfaction score.
• First-time resolution percentage.
• Training coverage and effectiveness.
• UAT completion and defect closure rates.
• Month-end support effectiveness.
• Business process compliance metrics.
• Reduction in repetitive dealer issues.

Educational Qualification

• Graduate in Engineering, Computer Science, Information Technology, Commerce, Business Administration, or related discipline.
• Certifications in SAP or business process management will be an added advantage.

Required Skills & Competencies

Functional Skills

• SAP VSS / SAP SD process knowledge.
• Sales, Service and Spares business process understanding.
• Dealer management and support experience.
• User Acceptance Testing (UAT).
• Incident and ticket management.
• Process documentation and SOP creation.
• Data analysis and reporting.

Behavioral Competencies

• Strong problem-solving capability.
• Customer-centric mindset.
• Effective communication and training skills.
• Stakeholder management.
• Analytical thinking.
• Ability to work under pressure during month-end periods.
• Strong ownership and accountability.

Travel Requirements

• Travel across Karnataka, Andhra Pradesh, and Telangana dealerships.
• Periodic travel for Pan India training, rollout, audit, and support activities.

Ideal Candidate Profile

A proactive SAP VSS support professional who combines strong system knowledge with business process understanding, can independently manage dealership issues, drive user adoption, support new system rollouts, and act as the trusted business process partner for Sales, Service, and Spares operations across the South 2 Zone of Ashok Leyland's LCV business