SAP Cloud MSP Reporting and Documentation Specialist

"WE DO WHAT WE SAY "

JTSi is a federal government consulting firm, providing technical services to the Federal Government, i.e., DoD, Client and various Civilian Agencies. We are proud to have earned the reputation of honesty, integrity and the ability to build long-term professional relationships with our employees and clients. Please visit our website at to learn more about who we are and what we do.



Company Name: - JTSi (Johnson Technology Systems, Inc.)
Title: SAP Cloud MSP Reporting and Documentation Specialist
Location: Onshore
Salary : $80K- $81K on W2

DESCRIPTION OF PROJECT AND TASKS:


Key Responsibilities
• Prepare daily, weekly, and monthly operational reports covering incidents, service requests, change records, ticket aging, SLA compliance, backlog, and service trends.
• Maintain and update support documentation, including standard operating procedures, runbooks, work instructions, knowledge articles, escalation matrices, and shift handover documentation.
• Work within SNOW/ServiceNow to monitor, review, update, and validate incidents, requests, change tickets, and task records for completeness and accuracy.
• Perform ticket quality reviews to ensure proper categorization, assignment, resolution notes, closure evidence, and documentation compliance.
• Develop customer-facing and internal reporting packs for service reviews, operational meetings, and management reporting.
• Coordinate with SAP support teams to capture recurring issues, known errors, root cause trends, and process updates for documentation and knowledge management.
• Support audit-ready operational recordkeeping in structured and compliance-sensitive support environments
• Track service delivery KPIs and recommend improvements to reporting structures, documentation standards, and workflow consistency
• Ensure documentation repositories remain current, organized, and aligned with live support processes
• ssist leadership with operational insights and reporting needed to support continuous improvement and client satisfaction



Required Qualifications
• Bachelor's degree or equivalent professional experience in Information Systems, Business Administration, Computer Science, or a related field.
• 3+ years of experience in IT operations, managed services, service reporting, technical documentation, or service management support.
• Hands-on experience using SNOW/ServiceNow for ticket tracking, incident management, request management, and change management.
• Experience creating structured reports, dashboards, and operational summaries for service delivery teams or leadership.
• Strong writing and documentation skills with the ability to create clear, accurate, and controlled technical and operational documents.
• Familiarity with ITIL-based processes such as incident, change, problem, and request management.
• Working knowledge of SAP support operations, ideally within an SAP BASIS or SAP infrastructure support environment.
• Strong Microsoft Excel, Word, and PowerPoint skills.
• Excellent attention to detail, organization, communication, and time management skills.



Preferred Qualifications
• Experience in SAP managed services or MSP environments.
• Experience supporting regulated environments such as Federal, DoD, ITAR, or FedRAMP-oriented operations.
• Familiarity with SLA-driven 24x7 support models.
• Experience with knowledge management, operational governance, and audit-support documentation.
• ITIL Foundation certification or ServiceNow certification is preferred.


What success looks like
• ccurate and timely operational reporting for internal and customer use.
• Improved quality and completeness of ticket documentation in SNOW/ServiceNow.
• Well-maintained SOPs, runbooks, and knowledge documentation that support efficient delivery.
• Clear visibility into SLA performance, ticket trends, backlog, and service risks.
• Strong documentation discipline that supports secure, high-accountability client environments.


Why join us
• This is an opportunity to join a growing managed services organization with a strong reputation in secure SAP support delivery and a focus on operational excellence. The role offers meaningful exposure to SAP service delivery, structured process improvement, and support operations in highly accountable client environments.

We recruit, employ, train, compensate and promote without regard to race, religion, color, citizenship, national origin, age, sex, gender, gender identity/expression, sexual orientation, marital status, disability, genetic information, veteran status or any other characteristic protected by federal, state, or local law.



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