SAP AMS L1 Support Analyst

Role : SAP AMS Level 1 Support Analyst

Duration : 3 Months Contract only

Location : Remote

Shift Timing : 06 : 30 AM to 03 : 30 PM IST

Primary Goal : Act as the first point of contact for SAP end users, ensuring basic support, issue triaging, and user enablement across SAP modules.

Key Responsibilities

• User Interaction & Issue Logging :
• Receive incident and service requests
• Log tickets in ITSM tools
• Initial response within SLA
• Basic Issue Resolution :
• Handle login failures, password resets, basic navigation issues
• Assist with transactional data errors
• Ticket Routing & Prioritization :
• Assign tickets to L2 / L3
• Prioritize based on impact
• Monitor and escalate if needed
• Preliminary Troubleshooting & Validation :
• Reproduce issues
• Validate master data
• Perform basic SAP GUI checks
• Knowledge Base & SOP Support :
• Refer and update SOPs and FAQs
• Contribute to knowledge base
• User Management (if authorized) :
• Process or raise access requests
• Coordinate with SAP Security team
• Monitoring & Reporting :
• Prepare ticket reports

Skill Requirements

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Skills Required

Servicenow, Itil Framework, Outlook, Sap Gui, Excel, Sap Solman, Fiori