Description

You provide first-line ERP incident triage and Level 1/2 support, escalating issues according to ITIL/ITSM procedures.

Responsibilities

• Monitor the ServiceNow queue and coordinate daily with the PMO/Integrator regarding cutover plans, issues, and phase expectations.
• Manage end-user access readiness, including account setup, MFA, and password resets, and perform environment health checks.
• Build and maintain ERP knowledge articles, runbooks, and FAQs, and train the wider Helpdesk team.
• Provide proactive communication to users regarding outages, known issues, and status updates.
• Participate in after-hours/on-call support during key milestones like testing, cutover, and stabilization.

Required Skills

• 5+ years of relevant support experience.
• Experience with SAP S/4HANA.
• Knowledge of ITIL frameworks.
• Familiarity with ITSM processes.
• Experience with incident triage and Level 1/2 support.
• Experience monitoring support queues.

Key Skills

Education

Any Gradute