Support Associate Analyst

The core responsibilities for the job include the following:

Service Operations and Incident Management:

• Manage incidents, service requests, and problems to ensure timely resolution and service continuity.
• Perform root cause analysis and implement preventive actions to reduce recurring issues.
• Handle day-to-day troubleshooting and post-deployment validation for platform releases.
• Achieve key performance indicators aligned to the overall strategy and strategic objectives.

Knowledge and Documentation:

• Maintain the knowledge base and operational documentation to enable self-service and team efficiency.
• Develop and update knowledge articles based on incident resolutions and platform changes.
• Ensure all technical documentation complies with established governance and security standards.

Governance, Compliance, and Safety:

• Ensure documentation and vendor engagement comply with applicable laws and policies.
• Integrate compliance requirements into daily support practices and planning.
• Identify and report site hazards or incidents to support a safe working environment.

Stakeholder Engagement and Accountability:

• Liaise with business users to provide simple, helpful, and affordable technical solutions.
• Demonstrate a strong sense of personal accountability for SLA performance and results.

Who you will be working with:

• Internal: SAP Solution Architects, Administrators, Functional Analysts, Developers, and Quality Analysts.
• Internal Partners: End users and IT Service Management.
• External Partners: SAP Support and Managed Service Providers.

What success looks like:

• Service Reliability: Maintaining SLA adherence > 98% and a ticket reopen rate of 5%.
• Operational Efficiency: Reducing Mean Time to Repair (MTTR) by > 15% year-on-year.
• Customer Satisfaction: Achieving a customer satisfaction rating of > 85%.
• Productivity: Increasing tickets resolved per analyst by 10% year-on-year.

Individual Contributor:

• Lives our values and behaviors.
• Proactively contributes to a safe working environment and escalates appropriately if there are unsafe conditions or inappropriate behavior.
• Operates in line with applicable company policies and the Code of Conduct.
• Demonstrates a strong sense of personal accountability and curiosity to learn and develop.

Requirements:

• Education: Degree in I. T. or a related field.
• Experience: 2+ years of SAP or enterprise application support experience.
• Core Skills: Excellent communication skills and a strong customer focus.
• Technology Proficiency: Familiarity with SAP S/4HANA, SAP BTP, SAP Cloud ALM, ITSM Platforms, and Jira.