Company Name: - JTSi (Johnson Technology Systems, Inc.)
Title: SAP Cloud MSP Reporting and Documentation Specialist
Location: Onshore
Salary : $80K- $81K on W2

DESCRIPTION OF PROJECT AND TASKS:

Key Responsibilities
• Prepare daily, weekly, and monthly operational reports covering incidents, service requests, change records, ticket aging, SLA compliance, backlog, and service trends.
• Maintain and update support documentation, including standard operating procedures, runbooks, work instructions, knowledge articles, escalation matrices, and shift handover documentation.
• Work within SNOW/ServiceNow to monitor, review, update, and validate incidents, requests, change tickets, and task records for completeness and accuracy.
• Perform ticket quality reviews to ensure proper categorization, assignment, resolution notes, closure evidence, and documentation compliance.
• Develop customer-facing and internal reporting packs for service reviews, operational meetings, and management reporting.
• Coordinate with SAP support teams to capture recurring issues, known errors, root cause trends, and process updates for documentation and knowledge management.
• Support audit-ready operational recordkeeping in structured and compliance-sensitive support environments
• Track service delivery KPIs and recommend improvements to reporting structures, documentation standards, and workflow consistency
• Ensure documentation repositories remain current, organized, and aligned with live support processes
• ssist leadership with operational insights and reporting needed to support continuous improvement and client satisfaction

Required Qualifications
• Bachelor's degree or equivalent professional experience in Information Systems, Business Administration, Computer Science, or a related field.
• 3+ years of experience in IT operations, managed services, service reporting, technical documentation, or service management support.
• Hands-on experience using SNOW/ServiceNow for ticket tracking, incident management, request management, and change management.
• Experience creating structured reports, dashboards, and operational summaries for service delivery teams or leadership.
• Strong writing and documentation skills with the ability to create clear, accurate, and controlled technical and operational documents.
• Familiarity with ITIL-based processes such as incident, change, problem, and request management.
• Working knowledge of SAP support operations, ideally within an SAP BASIS or SAP infrastructure support environment.
• Strong Microsoft Excel, Word, and PowerPoint skills.
• Excellent attention to detail, organization, communication, and time management skills.

Preferred Qualifications
• Experience in SAP managed services or MSP environments.
• Experience supporting regulated environments such as Federal, DoD, ITAR, or FedRAMP-oriented operations.
• Familiarity with SLA-driven 24x7 support models.
• Experience with knowledge management, operational governance, and audit-support documentation.
• ITIL Foundation certification or ServiceNow certification is preferred.

What success looks like
• ccurate and timely operational reporting for internal and customer use.
• Improved quality and completeness of ticket documentation in SNOW/ServiceNow.
• Well-maintained SOPs, runbooks, and knowledge documentation that support efficient delivery.
• Clear visibility into SLA performance, ticket trends, backlog, and service risks.
• Strong documentation discipline that supports secure, high-accountability client environments.

Why join us
• This is an opportunity to join a growing managed services organization with a strong reputation in secure SAP support delivery and a focus on operational excellence. The role offers meaningful exposure to SAP service delivery, structured process improvement, and support operations in highly accountable client environments.