
SAP AMS L1 Support Analyst
2 weeks ago
Role: SAP AMS Level 1 Support Analyst
Duration: 3 Months Contract only
Location: Remote
Shift Timing: 06:30 AM to 03:30 PM IST
Primary Goal: Act as the first point of contact for SAP end users, ensuring basic support, issue triaging, and user enablement across SAP modules.
Key Responsibilities
- User Interaction & Issue Logging:
- Receive incident and service requests
- Log tickets in ITSM tools
- Initial response within SLA
- Basic Issue Resolution:
- Handle login failures, password resets, basic navigation issues
- Assist with transactional data errors
- Ticket Routing & Prioritization:
- Assign tickets to L2/L3
- Prioritize based on impact
- Monitor and escalate if needed
- Preliminary Troubleshooting & Validation:
- Reproduce issues
- Validate master data
- Perform basic SAP GUI checks
- Knowledge Base & SOP Support:
- Refer and update SOPs and FAQs
- Contribute to knowledge base
- User Management (if authorized):
- Process or raise access requests
- Coordinate with SAP Security team
- Monitoring & Reporting:
- Prepare ticket reports
Skill Requirements
- SAP Navigation: Proficient in SAP GUI & Fiori
- ITIL Framework: Basic knowledge of incident/request/problem management
- Communication Skills: Strong documentation and user interaction
- Analytical Skills: Basic troubleshooting and issue replication
- Process Awareness: Familiarity with SAP processes (O2C, P2P)
- Tools: ServiceNow, SAP SolMan, Outlook, Excel, MS Teams
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