Description

Provide L2/L3 AMS support for SAP S/4HANA OTC, including sales orders, billing, pricing, output, credit, and returns. Own the full incident lifecycle: triage, troubleshoot, and resolve tickets within SLA while driving permanent fixes through root-cause analysis. Execute configuration changes in SPRO, manage small enhancements, and coordinate transports across environments. Support month-end and quarter-end activities such as billing cycles and reporting reconciliations. Collaborate with cross-functional teams including FI/AR, Tax, Logistics, and CS to resolve interface issues with IDocs, APIs, and middleware. Validate and document all changes, including functional specs, test scripts, and UAT defect management. Maintain runbooks, SOPs, and knowledge base articles to reduce recurring tickets and improve team efficiency.

Responsibilities

• Triage, troubleshoot, and resolve L2/L3 incidents for SAP S/4HANA OTC processes within defined SLAs.
• Perform root-cause analysis and implement permanent fixes to eliminate recurring issues and reduce ticket backlog.
• Execute configuration changes in SPRO, manage small enhancements, and coordinate transports across development, quality, and production environments.
• Support month-end and quarter-end closing activities, including billing cycles, cutoffs, and reporting reconciliations.
• Collaborate with cross-functional stakeholders and interface owners to resolve integration issues with IDocs, APIs, and middleware.

Required Skills

• 6–8+ years of hands-on experience in SAP SD/OTC with a focus on AMS and support activities.
• Deep knowledge of SAP S/4HANA OTC processes, including condition technique, billing (VF*), deliveries (VL*), returns, output management, and AATP.
• Configuration expertise in key SD areas: pricing, sales documents, delivery/billing types, partner determination, text/output, and credit basics.
• Strong proficiency in ITSM tools, specifically ServiceNow and Jira, for SLA management and ticket tracking.
• Ability to perform RCA using methods like 5 Whys and Fishbone diagrams to drive defect elimination.
• Experience coordinating transports and managing change control processes in compliance with SOX/GxP controls.
• Strong documentation skills, including creating functional specs, test scripts, and user training materials.

Preferred Skills

• Ability to read basic ABAP traces or analyze IDoc error logs without being a developer.
• Experience with S/4 Output Management, Adobe forms, or third-party/drop-ship scenarios.

Key Skills

Education

Bachelor's degree