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 requires strong hands-on experience with SAP Service, Customer Service, PM/EAM, service order management, contracts, warranties, billing, and integrations with SAP SD, MM, and FI/CO. The analyst collaborates with business stakeholders, functional teams, and technical teams to troubleshoot issues, perform root-cause analysis, support enhancements, conduct testing, and ensure reliable service operations across a global environment.
Key Responsibilities- Provide L2/L3 support for SAP S/4HANA Service.
- Resolve incidents, service requests, defects, and system issues within SLAs.
- Perform root-cause analysis and implement corrective solutions.
- Configure and support service order management, contracts, entitlements, warranty management, repair processes, resource scheduling, and service billing.
- Support integrations between SAP S/4HANA Service and SD, MM, FI/CO, PM/EAM.
- Support SAP Fiori applications and mobile/field-service solutions.
- Participate in testing including UAT, regression, defect resolution, and production releases.
- Assist with enhancements and continuous process improvements.
- Develop documentation, SOPs, and training materials.
- Provide end-user training and support adoption of new functionality.
- Collaborate with stakeholders to identify service-process improvements.
- Participate in on-call support as needed.
- Follow ITSM processes including incident, problem, change, and release management.
Required Qualifications- Bachelor's degree in IT, Computer Science, Business, Engineering, or related field (or equivalent experience).
- 5-7 years of SAP experience, preferably in Service, Customer Service, PM, or EAM.
- Minimum 2 years of hands-on SAP S/4HANA Service support experience.
- Strong production support background in incident, problem, and change management.
- Hands-on SAP Service expertise with service orders, contracts, warranties, repairs, and billing.
- Experience supporting SAP Fiori and mobile/field-service applications.
- Strong understanding of integrations across SD, MM, FI/CO, and PM/EAM.
- Strong troubleshooting and RCA capabilities.
- Experience with SAP testing and release-management processes.
- Excellent communication and stakeholder-management skills.
- Ability to manage multiple priorities in a fast-paced environment.
Preferred Qualifications (if any)- SAP ECC PM/CS and SAP S/4HANA Service experience.
- SAP Field Service Management (FSM) experience.
- ITIL/service-management knowledge.
- ServiceNow or Jira experience.
- Experience supporting global users across multiple time zones.
- SAP S/4HANA Service, Customer Service, PM, or related certification.
Certifications (if any)- SAP S/4HANA Service or related certifications preferred.
#ZRCOMP
