SAP AMS L1 Support Analyst

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:  Service Now, SAP Sol Man, Outlook, Excel, MS Teams