Position Overview Focus on operational support backgrounds rather than SAP functional consulting or implementation profiles. This is primarily an L1/L2 support role. The SAP Finance Operations & Support Analyst serves as the first line of support for SAP Finance and Controlling related incidents and service requests. This role is responsible for monitoring critical SAP financial processes, resolving production support issues, troubleshooting integration and data replication errors, assisting business users with transactions and reporting questions, and ensuring stable day-to-day operation of enterprise financial systems. The analyst will work closely with finance users, SAP functional teams, integration teams, and third-party support providers to identify, investigate, and resolve issues while meeting established service level agreements (SLAs). This position plays a critical role in maintaining operational continuity within the company's SAP S/4HANA and Central Finance landscape.
Key Responsibilities: Incident & Service Request Management •Serve as the primary point of contact for SAP FI/CO support tickets routed through ServiceNow. •Analyze, troubleshoot, and resolve Level 1 and Level 2 application support issues. •Prioritize incidents based on business impact and SLA commitments. •Escalate complex issues to SAP functional analysts, development teams, or external partners when necessary. •Document investigations, resolutions, and knowledge articles to improve support efficiency. SAP Finance Operations Support •Assist users with journal entry processing, posting issues, accounting document questions, and reporting inquiries. •Support cost center, profit center, internal order, and master data related inquiries. •Provide guidance regarding SAP Finance business processes and system procedures. •Support month-end and year-end processing activities by addressing finance-related system issues. Monitoring & Error Resolution •Monitor daily SAP integrations and interfaces to ensure successful processing. •Investigate and resolve Central Finance replication errors, business partner replication failures, and master data synchronization issues. •Monitor and resolve IDoc, interface, workflow, and approval process exceptions. •Validate successful reprocessing of transactions after issue resolution. System Support & Process Improvement •Execute routine operational support activities and system health checks. •Identify recurring issues and recommend process or system improvements. •Support testing activities for enhancements, fixes, and upgrades. •Participate in the creation and maintenance of support documentation, training materials, and operational procedures. •Collaborate with global business users across multiple time zones.
Requirements: Bachelor's degree in Information Systems, Business Administration, Accounting, Finance, or a related field. Advanced English B2+ or C1, 85-90% 2-5 years of experience working in an application support, shared services, service desk, or ERP support environment. Experience supporting SAP S/4HANA, SAP ECC, or other enterprise ERP platforms. Experience managing incidents through ServiceNow or a similar ticket management platform. Knowledge of SAP Finance (FI) and Controlling (CO) processes, including General Ledger, Accounts Payable, and Accounts Receivable. Knowledge of Cost Center Accounting, Profit Center Accounting, Internal Orders, and financial close activities is a plus. Ability to work collaboratively with global teams and support users across multiple business functions. Familiarity with SAP Central Finance, business partner architecture, IDoc monitoring, application integration troubleshooting, and master data management concepts. (Plus) Experience supporting global finance organizations in an SLA-driven environment. (Plus) Knowledge of ITIL service management practices. (Plus)
What is Expected at This Level • Demonstrates strong analytical and problem-solving skills. • Independently manages and resolves routine production support issues using established procedures. • Applies structured troubleshooting methods to investigate system incidents and exceptions. • Effectively communicates technical issues to both business and technical stakeholders. • Maintains a customer-service mindset while supporting critical business processes. • Operates effectively in a fast-paced, global support environment. • Continuously develops SAP Finance, integration, and business process knowledge.
