The Role

As an SAP S/4 HANA Service Management Systems Analyst, you will provide L2/L3 production support for SAP S/4HANA Service solutions following go-live. You will work 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. This role is critical to maintaining high levels of system performance, user satisfaction, and business continuity.

Core Responsibilities

• Provide L2/L3 production support for SAP S/4HANA Service and resolve incidents, service requests, and defects within established service levels.
• 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 including SD, MM, FI/CO, and Plant Maintenance/Enterprise Asset Management (PM/EAM).
• Support SAP Fiori applications and mobile solutions used by service and field service teams.
• Participate in testing activities, including user acceptance testing (UAT), regression testing, and production releases.
• Develop user documentation, provide end-user training, and support adoption of new functionality.
• Collaborate with business stakeholders to identify enhancement opportunities and deliver continuous improvements.
• Participate in on-call and off-hours support as required to ensure system stability and business continuity.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business, Engineering, or a related field, or equivalent combination of education and experience.
• 5-7 years of SAP experience with a strong focus on Service, Customer Service, Plant Maintenance, or Enterprise Asset Management.
• Minimum of 2 years of hands-on SAP S/4HANA Service module support experience.
• Experience supporting production environments, including incident, problem, and change management processes.
• 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 modules.
• Strong troubleshooting, analytical, and root cause analysis skills.
• Ability to manage multiple priorities and work effectively in a fast-paced support environment.
• Excellent verbal and written communication skills.
• Strong customer service and stakeholder management capabilities.
• Working knowledge of SAP testing methodologies and release management processes.

Hands-on experience supporting:

• Service Order Management
• Service Contracts and Entitlements
• Warranty and Claims Management
• Service Billing and Finance processes

Preferred Qualifications

• Experience supporting both SAP ECC PM/CS and SAP S/4HANA Service environments.
• Familiarity with ITIL-based support processes and service management practices.
• Experience using ticketing and workflow tools such as ServiceNow or Jira.
• 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, Plant

Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.

At Xylem, you'll not only contribute to solving water issues but also have the chance to make a difference through our paid Volunteer Program, Xylem Watermark. We prioritize our employees' well-being through inclusion and belonging as well as our Employee Resource Groups (ERG).

Please note that the information in this job description outlines the general nature of the position and is not an exhaustive list of duties. Xylem is dedicated to providing reasonable accommodations to enable all employees to perform their essential job functions. We reserve the right to modify this job description and assign additional duties as needed. Embrace the opportunity to be part of Xylem's transformative journey in shaping the future of water technology! #XylemCareers #GlobalImpact #WaterInnovation