SAP Service Management

Job Description - Duties and Responsibilities:

1. Configuration & Implementation:

• Configure and implement SAP Service Management (SM) and related modules such as Customer Service (CS) and SAP S/4HANA Service.

• Develop and deploy solutions aligned with business requirements, ensuring best practices and fit-to-standard configurations are applied.

• Support integration of SAP SM with other SAP modules (e.g., MM, SD, PM) and third-party systems where applicable.

2. Support & Troubleshooting:

• Provide Level 2 and Level 3 support, troubleshooting issues related to service order management, maintenance planning, warranty management, and repair processes.

• Conduct root cause analysis for issues, proposing effective and timely solutions to minimize disruption.

• Work collaboratively with onshore teams and client stakeholders to resolve incidents and improve system performance.

3. Testing & Quality Assurance:

• Create test scripts and perform end-to-end testing of SAP SM configurations, ensuring that all configurations meet project and client requirements.

• Support User Acceptance Testing (UAT) by assisting end-users with test execution, capturing results, and resolving any identified issues.

4. Documentation & Knowledge Transfer:

• Prepare and maintain comprehensive documentation for configurations, customizations, and user guidelines.

• Conduct knowledge transfer sessions to educate client teams on new functionalities, process changes, and best practices in service management.

5. Collaboration & Communication:

• Work closely with onshore consultants, project managers, and client stakeholders to understand requirements, provide regular updates, and ensure alignment on project goals.

• Participate in project meetings, providing input on offshore capabilities and identifying opportunities to optimize offshore support.

Qualifications:

1. Education:

• Bachelor’s degree in computer science, Information Systems, Engineering, or a related field.

2. Experience:

• Minimum of 5 years of experience in SAP Service Management or Customer Service (CS) module, including implementation and support.

• Hands-on experience with SAP S/4HANA Service and understanding of integration points with other SAP modules.

• Experience with offshore delivery models, including collaboration with onshore counterparts.