Mission OverviewWe are seeking a highly skilled SAP Helpdesk Expert (Level 2/3) to support our Transport Systems Division. In this critical role, you will manage incident resolution, change requests, and release processes, ensuring the stability and performance of SAP environments. You will act as a key liaison between end-users, functional leads, SAP experts, and third-party support teams.Key Responsibilities
Provide Level 2 SAP support and coordinate with Level 3 support teams (TMA)
Manage incidents, generic requests, change requests, and release activities
Handle SAP authorizations and maintain user profiles
Document technical solutions and update best practices
Generate and present monthly incident reports
Ensure compliance with incident management and authorization protocols
Collaborate with business stakeholders to assess urgency, confidentiality, and risk
Report business process-related issues to internal audit and management
Maintain and update documentation in SharePoint and Solution Manager
Technical Skills Required
Minimum 8 years of proven SAP support experience
Strong understanding of SAP architecture and IT flows
Broad knowledge across SAP functional modules
Experience with SAP Fiori and S/4HANA
Expertise in SAP authorizations, roles, and access control
Familiarity with SAP BPA via Redwood, job scheduling, and monitoring
Proficiency in JIRA, ServiceNow, and ITIL processes
Solid grasp of Windows environments, infrastructure, and networking
Strong knowledge of security and authorization management
Behavioral Competencies
Able to work under pressure and manage stress effectively
Highly organized, methodical, and detail-oriented
Strong communication and interpersonal skills
Analytical mindset with quick comprehension of incidents and requests
Balances daily operations with incident and problem resolution to meet SLAs
Customer-focused with a commitment to user satisfaction
Capable of drafting functional and technical documentation
Proactive in recommending improvements and changes
