SAP Analyst

Job Summary

T he SAP S/4HANA Service Management Systems Analyst provides L2/L3 production support for SAP S/4HANA Service solutions following go-live. This role works closely with business stakeholders and cross-functional IT teams to resolve issues, improve service processes, support system enhancements, and ensure stable operations across the service management landscape. The analyst plays a critical role in maintaining system performance, user satisfaction, and business continuity.

Key Responsibilities

• P rovide L2/L3 production support for SAP S/4HANA Service, resolving incidents, service requests, and defects within SLAs.
• Perform root cause analysis, implement sustainable solutions, and drive continuous process improvements.
• Configure, support, and maintain Service Orders, Service Contracts, Entitlements, Warranty Management, Repair Processes, Resource Scheduling, and Service Billing.
• Monitor and support integrations between SAP S/4HANA Service and related modules (SD, MM, FI/CO, PM/EAM).
• Support SAP Fiori applications and mobile solutions for service and field service teams.
• Participate in UAT, regression testing, and production releases.
• Develop user documentation, deliver end-user training, and support adoption of new functionality.
• Collaborate with business stakeholders to identify enhancement opportunities and deliver improvements.
• Participate in on-call and off-hours support to ensure system stability and business continuity.

Required Qualifications

1. Bachelor's degree in IT, Computer Science, Business, Engineering, or related field, or equivalent experience.
2. 10-15 years of SAP experience with a strong focus on Service, Customer Service, PM, or EAM.
3. Minimum 5+ years of hands-on SAP S/4HANA Service support experience.
4. Experience supporting production environments, including incident, problem, and change management.
5. Experience supporting SAP Fiori applications and mobile solutions for Field Service Management.
6. Strong understanding of integrations across SAP SD, MM, FI/CO, and PM/EAM.
7. Strong troubleshooting, analytical, and root cause analysis skills.
8. Ability to manage multiple priorities in a fast-paced environment.
9. Excellent communication and stakeholder management skills.
10. Working knowledge of SAP testing methodologies and release management processes.
11. Hands-on experience with Service Order Management, Service Contracts/Entitlements, Warranty/Claims Management, and Service Bi lling.

Preferred Qualifications

• Experience supporting both SAP ECC PM/CS and SAP S/4HANA Service.
• Familiarity with ITIL-based support processes and service management practices.
• Experience using ServiceNow or Jira for ticketing and workflow.
• Experience supporting global users across multiple regions and time zones.
• Knowledge of SAP Field Service Management (FSM) and related mobility solutions.
• SAP certification in S/4HANA Service, Customer Service, or Plant Maintenance/EAM.

Certifications (if any)

• SAP S/4HANA Service or related module certification preferred.
• ITIL certification is a plus.

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