Sap Applications Support Analyst

Description:

SAP Applications Support Analyst to provide tier 1 support to SAP application users.

Provide professional first-level support via email and phone, troubleshooting technical SAP issues for internal customers.

Log all inquiries in the ticketing system (iSupport), aiming for first-contact resolution, and escalating to Level 2 teams with comprehensive details when needed.

Manage user access through provisioning, including onboarding new hires, processing status changes, and handling terminations.

Proactively identify potential major incidents and contribute to continuous improvement by updating the team's knowledge base and standard operating procedures (SOPs).

Translating documentation and user communications from English to French.

Support is currently provided via email and phone in English and French.

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Qualifications

A university degree is preferred (Bachelor’s degree in Computer Science or Information Technology) or equivalent experience/training in a business-related field

More than 5 years of professional experience in a first-level IT support role.

Experience working on the SAP platform

Experience working with SAP S/4HANA version 2022.

Knowledge of one of the SAP modules (SD, FICO, MM, IM, PP, WMS, PM).

Experience working with SAP GRC 12.0.

Experience working with a ticketing system (iSupport, ServiceNow, or similar)