#16067 -SAP AMS Support Analysts - Qualitest Group
Atlanta, GA 30301
About the Job
Qualitest is looking for experienced SAP AMS Support Analysts to join our dynamic Enterprise SAP Support team. In this role, you will be responsible for the day-to-day support, maintenance, and optimization of SAP systems within the Application Management Services (AMS) framework. You will work closely with business users, functional teams, and external partners to ensure the continuous smooth operation of SAP applications, resolve incidents, manage service requests, and implement system enhancements.
As an SAP AMS Support Analyst, you will play a crucial role in ensuring system stability, timely issue resolution, and improving SAP processes through your expertise and collaboration. Your work will be vital to maintaining operational efficiency and ensuring all activities align with service-level agreements (SLAs).
Key Responsibilities:
1. Incident Management & Troubleshooting:
- Act as the first point of contact for SAP-related incidents and service requests, providing timely support and resolution.
- Diagnose, troubleshoot, and resolve issues across various SAP modules (e.g., FICO, SD, MM) while ensuring minimal impact to business operations.
- Escalate complex issues to higher-level support teams or third-party vendors as needed, ensuring that all incidents are resolved within agreed-upon SLAs.
- Monitor system performance, proactively identifying potential issues through system alerts and performance metrics.
2. Service Request Handling & User Support:
- Provide end-users with assistance on routine SAP tasks such as password resets, access permissions, and guidance on SAP functionality.
- Support users by advising on best practices for utilizing SAP functionalities to streamline business processes.
- Collaborate with functional teams to resolve configuration issues and implement minor SAP enhancements when necessary.
- Maintain accurate and thorough documentation in the ticketing system for each incident, including descriptions of issues and their resolutions.
3. Change Management & System Enhancements:
- Support the implementation of system changes, including patches, updates, and configurations, working closely with technical teams.
- Ensure that all changes are rigorously tested to minimize disruptions to business operations before deployment.
- Contribute to small-scale projects, such as system enhancements or the rollout of new SAP functionalities, ensuring seamless integration.
4. Documentation & Training:
- Maintain clear and detailed documentation of support processes, incident resolutions, system configurations, and any changes made to the system.
- Assist in the development of training materials and conduct training sessions to empower users to make the most of SAP functionalities.
- Create knowledge base articles for frequently encountered issues, ensuring the availability of self-help resources for end-users.
5. Collaboration & Stakeholder Communication:
- Work closely with business users to understand their needs, deliver effective solutions, and provide regular updates on issue resolution.
- Collaborate with cross-functional teams, including developers, functional consultants, and external partners, to facilitate the efficient resolution of issues.
- Communicate effectively with senior management and project leads, providing timely updates on ongoing support activities and progress.
Qualifications & Experience:
Required:
- Education: Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
- Experience:
- Minimum of 6 years of experience in SAP system support (ECC6/S/4HANA) within an AMS framework.
- Proven track record in managing incidents, service requests, and change management.
- Strong understanding of ITIL processes for incident management, problem management, and change management.
- Experience using ticketing systems (e.g., ServiceNow, JIRA) to manage support requests and incident resolution.
Preferred:
- Familiarity with SAP S/4HANA and its functionalities.
- Experience with SAP modules such as FICO, SD, MM, and their integration points.
- Knowledge of SAP security configurations and user access management.
- Experience working in Agile environments or using Agile tools.
Why Qualitest?
- Founded in 1997, Qualitest offers a wide range of digital quality solutions designed to provide enterprise customers with end-to-end quality management services across the software lifecycle. Qualitest achieves this by deploying engagement models tailored to the precise quality engineering needs of technology platforms in the financial services, health services, telecom, technology, retail, media, gaming, and utilities industries. It has operations in the US, UK, India, Germany, Romania, Israel, Argentina, Mexico, Switzerland, and Portugal, and serves over 400 blue-chip customers worldwide.
- We provide industry-leading managed services that drive Quality for Quality Assurance and Testing of hardware devices, software apps and experiences as well as Ground Truth Data Services for artificial intelligence (AI) and machine learning (ML)
- Be a part of a company who strives to support for diversity and inclusion in the workplace – we are one, we are many at Qualitest. Celebrate culture, share knowledge with engineers from around the globe, and inspire each other through our differences. We have more than 40% women and around 120 different nationalities.
- Local and global opportunities – we offer you internal rotation and international mobility opportunities to grow your career.
- Clear view of your career and progression with the company – Qualitest is growing massively (since 2021 – tripled our employees base – we now have more than 8,000 engineers) and giving you the opportunity to grow with us.
- Work hard and play harder with our flexible and casual culture. Take a break from work and join an employee event, or enjoy the amenities and games provided from one of our Employees Centers.
- Never stop experimenting and learning with QCraft – our Learning & Development platform: 50,000+ courses, 300+ virtual labs, mentorship and leadership programs, professional tribes, sponsored certifications, and much more
- Earn bonuses via our Client Referral and Employee Referral Program’s. Refer and earn – tap your network for net-worth.
- We recognize our employees work via our Qudos platform - You can earn bonuses and spot awards by celebrating your and your peers’ achievements.
- A Competitive pay, the salary range for the role is Salary = $80k-90k Annually
- Save your earnings and prepare for your future by enrolling in our 401k plan where Qualitest will match your contributions accelerating your savings plan.
- Life and disability insurance.
- Take care of your health with enrollment into one of our competitive healthcare benefits.
Intrigued to find more about us?
- Visit our website at Careers - Qualitest Group
If you like what you have read, send us your resume and let’s start talking!
Qualitest is looking for experienced SAP AMS Support Analysts to join our dynamic Enterprise SAP Support team. In this role, you will be responsible for the day-to-day support, maintenance, and optimization of SAP systems within the Application Management Services (AMS) framework. You will work closely with business users, functional teams, and external partners to ensure the continuous smooth operation of SAP applications, resolve incidents, manage service requests, and implement system enhancements.
As an SAP AMS Support Analyst, you will play a crucial role in ensuring system stability, timely issue resolution, and improving SAP processes through your expertise and collaboration. Your work will be vital to maintaining operational efficiency and ensuring all activities align with service-level agreements (SLAs).
Key Responsibilities:
1. Incident Management & Troubleshooting:
- Act as the first point of contact for SAP-related incidents and service requests, providing timely support and resolution.
- Diagnose, troubleshoot, and resolve issues across various SAP modules (e.g., FICO, SD, MM) while ensuring minimal impact to business operations.
- Escalate complex issues to higher-level support teams or third-party vendors as needed, ensuring that all incidents are resolved within agreed-upon SLAs.
- Monitor system performance, proactively identifying potential issues through system alerts and performance metrics.
2. Service Request Handling & User Support:
- Provide end-users with assistance on routine SAP tasks such as password resets, access permissions, and guidance on SAP functionality.
- Support users by advising on best practices for utilizing SAP functionalities to streamline business processes.
- Collaborate with functional teams to resolve configuration issues and implement minor SAP enhancements when necessary.
- Maintain accurate and thorough documentation in the ticketing system for each incident, including descriptions of issues and their resolutions.
3. Change Management & System Enhancements:
- Support the implementation of system changes, including patches, updates, and configurations, working closely with technical teams.
- Ensure that all changes are rigorously tested to minimize disruptions to business operations before deployment.
- Contribute to small-scale projects, such as system enhancements or the rollout of new SAP functionalities, ensuring seamless integration.
4. Documentation & Training:
- Maintain clear and detailed documentation of support processes, incident resolutions, system configurations, and any changes made to the system.
- Assist in the development of training materials and conduct training sessions to empower users to make the most of SAP functionalities.
- Create knowledge base articles for frequently encountered issues, ensuring the availability of self-help resources for end-users.
5. Collaboration & Stakeholder Communication:
- Work closely with business users to understand their needs, deliver effective solutions, and provide regular updates on issue resolution.
- Collaborate with cross-functional teams, including developers, functional consultants, and external partners, to facilitate the efficient resolution of issues.
- Communicate effectively with senior management and project leads, providing timely updates on ongoing support activities and progress.
Qualifications & Experience:
Required:
- Education: Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
- Experience:
- Minimum of 6 years of experience in SAP system support (ECC6/S/4HANA) within an AMS framework.
- Proven track record in managing incidents, service requests, and change management.
- Strong understanding of ITIL processes for incident management, problem management, and change management.
- Experience using ticketing systems (e.g., ServiceNow, JIRA) to manage support requests and incident resolution.
Preferred:
- Familiarity with SAP S/4HANA and its functionalities.
- Experience with SAP modules such as FICO, SD, MM, and their integration points.
- Knowledge of SAP security configurations and user access management.
- Experience working in Agile environments or using Agile tools.
Why Qualitest?
- Founded in 1997, Qualitest offers a wide range of digital quality solutions designed to provide enterprise customers with end-to-end quality management services across the software lifecycle. Qualitest achieves this by deploying engagement models tailored to the precise quality engineering needs of technology platforms in the financial services, health services, telecom, technology, retail, media, gaming, and utilities industries. It has operations in the US, UK, India, Germany, Romania, Israel, Argentina, Mexico, Switzerland, and Portugal, and serves over 400 blue-chip customers worldwide.
- We provide industry-leading managed services that drive Quality for Quality Assurance and Testing of hardware devices, software apps and experiences as well as Ground Truth Data Services for artificial intelligence (AI) and machine learning (ML)
- Be a part of a company who strives to support for diversity and inclusion in the workplace – we are one, we are many at Qualitest. Celebrate culture, share knowledge with engineers from around the globe, and inspire each other through our differences. We have more than 40% women and around 120 different nationalities.
- Local and global opportunities – we offer you internal rotation and international mobility opportunities to grow your career.
- Clear view of your career and progression with the company – Qualitest is growing massively (since 2021 – tripled our employees base – we now have more than 8,000 engineers) and giving you the opportunity to grow with us.
- Work hard and play harder with our flexible and casual culture. Take a break from work and join an employee event, or enjoy the amenities and games provided from one of our Employees Centers.
- Never stop experimenting and learning with QCraft – our Learning & Development platform: 50,000+ courses, 300+ virtual labs, mentorship and leadership programs, professional tribes, sponsored certifications, and much more
- Earn bonuses via our Client Referral and Employee Referral Program’s. Refer and earn – tap your network for net-worth.
- We recognize our employees work via our Qudos platform - You can earn bonuses and spot awards by celebrating your and your peers’ achievements.
- A Competitive pay, the salary range for the role is Salary = $80k-90k Annually
- Save your earnings and prepare for your future by enrolling in our 401k plan where Qualitest will match your contributions accelerating your savings plan.
- Life and disability insurance.
- Take care of your health with enrollment into one of our competitive healthcare benefits.
Intrigued to find more about us?
- Visit our website at Careers - Qualitest Group
If you like what you have read, send us your resume and let’s start talking!
Source : Qualitest Group