IT Product/ Application Support Consultant

We help the world run better

At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

Job Summary:

We are looking for a highly motivated and detail-oriented IT Product/ Application Support Consultant to join our ATLAS (Automation of customer Life Cycle across SAP) to support ATLAS Tool chain. In this role, you will support the lifecycle of SAP solution landscapes for enterprise customers from onboarding to offboarding ensuring each landscape is accurately configured, monitored, and transitioned through key lifecycle stages.

You'll work closely with cross-functional teams to resolve tickets raised via Jira (and soon ServiceNow), investigate system landscape issues, drive timely resolutions, and maintain process compliance. The ideal candidate is a logical thinker, effective communicator, and proactive team player with a strong sense of ownership and service quality.

Key Responsibilities:

• Manage and resolve customer issues related to SAP solution landscapes, raised via Jira or ServiceNow.
• Experience in IT Technical support in anyone of Cloud service provider like Azure, AWS, GCP
• Experience working as IT Application Support or Product Support
• Validate customer landscape configuration, status transitions, and lifecycle processes using internal tools.
• Investigate discrepancies (e.g., incorrect system statuses or missing dates), identify root causes, and implement corrective actions.
• Coordinate with internal and customer-facing teams (CFUs) to ensure clarity on issues and actions needed.
• Ensure key operational data (e.g., Fulfilment Dates, landscape statuses) is accurately maintained and compliant with internal policies.
• Drive collaboration across teams to expedite resolution of critical issues, maintaining professionalism and accountability.
• Document solutions, create or update knowledge base articles and process wikis for team learning and process consistency.
• Suggest process improvements and automation opportunities for better efficiency and quality of service.
• Create and analyze reports using Microsoft Excel and PowerPoint to track performance metrics, identify trends, and support data-driven decision-making

Required Skills & Qualifications:

• 5 to 7 years of experience in IT Technical support, customer operations, or enterprise system support.
• Strong logical thinking and analytical skills for issue troubleshooting.
• Excellent communication and stakeholder management skills across technical and non-technical teams.
• Proficiency in Excel (VLOOKUP, formulas, pivot tables); Power BI or Tableau knowledge is a plus.
• Familiarity with ticket management tools like Jira or ServiceNow.
• Ability to prioritize tasks and manage work in a fast-paced, high-volume environment.
• Ownership mindset with a proactive approach to problem-solving and process improvement.
• Willingness to learn complex systems and contribute to operational excellence through documentation and collaboration.

Preferred Qualifications:

• Exposure to ITSM frameworks (e.g., ITIL) and understanding of SLA/KPI-based operations.
• Experience supporting enterprise software solutions, ideally in a B2B context.
• Understanding of SAP systems or solution landscapes is a plus (but not mandatory).

What We Offer:

• A collaborative environment supporting global enterprise customers.
• Opportunities for professional growth in ITSM and operational support.
• Hands-on exposure to SAP ecosystem landscape management.
• A team culture focused on ownership, learning, and continuous improvement

Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion

SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team:

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid