SAP Service Desk Agent

TEKsystems has multiple SAP service desk openings that are remote. Our client is utilizing the newest version of SAP (S/4HANA), with multiple new releases over the next 15 months. As part of their on-going business and operational needs, they are providing level 1 and level 1.5 SAP functional support to their end users, who sit in various locations. The purpose is to handle the initial intake and consultation/resolution of SAP-related questions and issues from the end users in the field. Super user level experience with SAP is ideal, familar with various T-Codes, OTC, P2P, R2R SAP business streams. Job Description: SAP Service Desk Agent Required Skills Outstanding communication and customer service skills 1+ years of recent experience in one of the listed SAP disciplines (SD, FI, MM, WM, PP, TM, IBP, etc.) Ideally prior experience as a service desk agent, super user or business analyst who has supported SAP end users or conducted UAT during an SAP go-live or upgrade, etc. 1+ year of recent customer support experience Experience with ServiceNow (or Remedy or similar ticketing tool) is desired Any experience or training with S/4HANA/Fiori would be a plus An understanding of SAP functional configuration would be a plus The general support functions will include: Monitor and work on relevant incidents assigned to the ServiceNow support queue Provide the first line of support for all inquiries and incidents, providing resolution or workarounds where possible and based on established runbooks/knowledge articles/scripts Refer to Standard Operating Procedures and FAQs for user inquiries and provide response support Upkeep support procedures collaborating with client SMEs and project teams. This includes enhancement of documentation, runbooks and knowledgebase articles Coordinate escalation/hand-off of L2 issues to Business SMEs including follow-up to ensure ticket/incident/request closeout Diagnose whether issues are due to the SAP environment, technical extensions such as integrations, or to user understanding Escalate incident/s (as needed) and assign to L2 technical teams for further triaging and Problem management/RCA, with follow-up to ensure ticket/incident closeout Help maintain information about problems, workarounds, and resolutions as part of Knowledge Management We reserve the right to pay above or below the posted wage based on factors unrelated to sex, race, or any other protected classification. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. This temporary role may be eligible for the following: Medical, dental & vision 401(k)/Roth Insurance (Basic/Supplemental Life & AD&D) Short and long-term disability Health & Dependent Care Spending Accounts (HSA & DCFSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)