Job SummaryThe SAP S/4HANA Service Management Systems Analyst provides L2/L3 production support for SAP S/4HANA Service solutions following go-live. This role works closely with business stakeholders and cross-functional IT teams to resolve issues, improve service processes, support system enhancements, and ensure stable operations across the service management landscape. The analyst plays a critical role in maintaining system performance, user satisfaction, and business continuity.
Key Responsibilities- Provide L2/L3 production support for SAP S/4HANA Service, resolving incidents, service requests, and defects within SLAs.
- Perform root cause analysis, implement sustainable solutions, and drive continuous process improvements.
- Configure, support, and maintain Service Orders, Service Contracts, Entitlements, Warranty Management, Repair Processes, Resource Scheduling, and Service Billing.
- Monitor and support integrations between SAP S/4HANA Service and related modules (SD, MM, FI/CO, PM/EAM).
- Support SAP Fiori applications and mobile solutions for service and field service teams.
- Participate in UAT, regression testing, and production releases.
- Develop user documentation, deliver end-user training, and support adoption of new functionality.
- Collaborate with business stakeholders to identify enhancement opportunities and deliver improvements.
- Participate in on-call and off-hours support to ensure system stability and business continuity.
Required Qualifications- Bachelor's degree in IT, Computer Science, Business, Engineering, or related field, or equivalent experience.
- 10-15 years of SAP experience with a strong focus on Service, Customer Service, PM, or EAM.
- Minimum 5+ years of hands-on SAP S/4HANA Service support experience.
- Experience supporting production environments, including incident, problem, and change management.
- Experience supporting SAP Fiori applications and mobile solutions for Field Service Management.
- Strong understanding of integrations across SAP SD, MM, FI/CO, and PM/EAM.
- Strong troubleshooting, analytical, and root cause analysis skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Excellent communication and stakeholder management skills.
- Working knowledge of SAP testing methodologies and release management processes.
- Hands-on experience with Service Order Management, Service Contracts/Entitlements, Warranty/Claims Management, and Service Bi lling.
Preferred Qualifications- Experience supporting both SAP ECC PM/CS and SAP S/4HANA Service.
- Familiarity with ITIL-based support processes and service management practices.
- Experience using ServiceNow or Jira for ticketing and workflow.
- Experience supporting global users across multiple regions and time zones.
- Knowledge of SAP Field Service Management (FSM) and related mobility solutions.
- SAP certification in S/4HANA Service, Customer Service, or Plant Maintenance/EAM.
Certifications (if any)- SAP S/4HANA Service or related module certification preferred.
- ITIL certification is a plus.
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