Description

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

This role is hybrid.

Responsibilities

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

Required Skills

• 5+ years of relevant support experience.
• Hands-on experience with SAP S/4HANA.
• Strong knowledge of ITIL frameworks and ITSM processes.
• Proven experience with incident triage and Level 1/2 support.
• Experience monitoring and managing support queues.

Key Skills

Education

Any Gradute