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    SAP Service Desk Agent - Denver, CO, United States - TEKsystems

    TEKsystems
    TEKsystems Denver, CO, United States

    3 weeks ago

    TEKsystems background
    Description

    Description:

    Our client is utilizing the newest version of SAP (S/4HANA). As part of their on-going business and operational needs, they are providing level 1 and level 1.5 SAP functional support to their end users, who sit in various locations. The purpose is to handle the initial intake and consultation/resolution of SAP-related questions and issues from the end users in the field. We are looking to grow this team by adding 3 additional support desk agents. The initial duration of this assignment will be approximately 1 year, with an extension highly likely.

    Job Description: SAP Functional Support Analyst

    The functional SAP areas needing support include:


    • Sales & Distribution (SD) / Order-to-Cash ***this is the primary area of need***


    • Finance (FI)


    • Supply Chain/Logistics (MM, PP, PM, QM, EW, TM)

    Required Skills


    • Outstanding communication and customer service skills


    • Ideally 3+ years of recent experience in one of the listed SAP disciplines (FI, SD, MM, PP, etc.)


    • Experience should be as a super user or business analyst who has supported SAP end users or conducted UAT during an SAP go-live or upgrade, etc.


    • 1+ year of experience supporting SAP end users


    • Ability to triage an issue received from an end user and determine whether it's functional, data, or infrastructure related


    • Any experience or training with S/4HANA would be a plus


    • An understanding of SAP functional configuration would be a plus

    The general support functions will include:


    • Handle customer calls directly (routed and callbacks)


    • Monitor and work on relevant incidents assigned to the ServiceNow support queue


    • Provide the first line of support for all inquiries and incidents, providing resolution or workarounds where possible and based on established runbooks/knowledge articles/scripts


    • Refer to Standard Operating Procedures and FAQs for user inquiries and provide response support


    • Upkeep support procedures working with client SMEs and project teams. This includes enhancement of documentation, runbooks and knowledgebase articles


    • Coordinate escalation/hand-off of L2 issues to Business SMEs including follow-up to ensure ticket/incident/request closeout


    • Diagnose whether issues are due to the SAP environment, technical extensions such as integrations, or to user understanding


    • Escalate incident/s (as needed) and assign to L2 technical teams for further triaging and Problem management/RCA, with follow-up to ensure ticket/incident closeout


    • Help maintain information about problems, workarounds, and resolutions as part of Knowledge Management

    About TEKsystems:



    We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

    The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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