SAP AMS L1 Support Analyst

2 weeks ago


India LanceSoft, Inc. Full time
Job Description

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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