Sap Ewm Support Solution Analyst And Sap Ewm Support Functional Consultant

Job description

SAP EWM Support Solution Analyst and SAP EWM Support Functional ConsultantWe are seeking SAP EWM support team members to join our existing support team, providing support for a large retail company's warehouse operation based in Auckland, New Zealand.We are looking for both a Solution Analyst and an SAP Functional Consultant with strong troubleshooting and analytical skillset, excellent communication, responsiveness and a strong commitment to SLAs.Support Solution Analyst (preferred SAP/EWM)CriteriaWith minimum 2-3 years' experience working within a support environment (e.g. support desk) and the ability to manage Level 1 & 2 support incidents.
The analyst will focus on managing tickets in coordination with the existing customer helpdesk, completing some initial troubleshooting and triage and handing over to the EWM support consultant issues which cannot be resolved at Level 1 or 2.
This position will require some on-call/after-hours support and the use of a customer-provided IT service management tool.Key ResponsibilitiesProvide Level 1 & 2 SAP EWM support, analyzing, triaging, troubleshooting, and resolving issues in line with agreed SLAs and in coordination with the customer helpdesk and/or other customer IT support teams.Perform root cause analysis and recommend preventive actions to reduce incident recurrence and therefore drive overall incident number down over time.Collaborate with business stakeholders, onshore and offshore teams to facilitate the management and resolution of issues.Manage tickets, incidents, problems, and change requests through the customer's IT Service Management (ITSM) tool (e.g., ServiceNow).
Participate in on-call / after-hours support rotation to ensure business continuity.Report back to EW Support manager based in the ANZ region who will have overall responsibility for the support engagement and any escalation/critical communication to the customer.Required Skills & ExperienceMust have:Analytical & Continuous Improvement Mindset: Strong troubleshooting, log analysis, and data interpretation skills, with a focus on preventing repeat issues and recommending small enhancements, customer training, documentation etc.

to improve system stability.Communication & Collaboration: Excellent written and verbal communication skills; ability to provide clear, concise updates to stakeholders including business users; however key customer communication will be supported and managed by the EW Support manager.Responsiveness & Ownership: Proactive in following up issues, taking ownership until closure, and escalating where needed.Flexibility: Willingness to provide after-hours support on rotation.Support & SLA Awareness: Demonstrated experience working in a production support environment with measurable SLA commitments for response and resolution times.Recommended:Support desk or helpdesk Experience: ideally previous experience being part of a support team or helpdesk managing customer issues and triage.Business System Experience: good understanding of general business systems ideally SAP and warehouse processes (inbound/outbound flows, internal movements, RF transactions, queue monitoring, and ERP integration points).
Retail & Distribution Process Knowledge: Understanding of retail and distribution center, warehouse management.Service Management Tools: Experience using ITSM tools to manage incidents, problems, and changes in a structured environment.Suitable ProfileCandidates may include graduates (computer science or other system/technology related degree) with 2 to 3 years' experience working in a support role capacity.Business End user who developed IT skills through experience and self-learning and who will be motivated to develop further IT skill set especially in business systems management and support.SAP EWM Functional ConsultantCriteriaWith minimum 3-5 years' experience working with SAP warehouse functionality (ideally SAP EWM but WMS will be also considered) and the ability to manage level 2 & 3 support incidents to resolution.
The consultant will focus on troubleshooting and root-cause analysis, performing some level of configuration changes, and engaging in small to large sized enhancements as part of a managed backlog.
This position will require some on-call/after-hours support and the use of a customer-provided IT service management tool.Key ResponsibilitiesProvide Level 2/3 SAP EWM functional support, analyzing, troubleshooting, and resolving issues in line with agreed SLAs and in coordination with the customer helpdesk and/or other customer IT support teams.Perform root cause analysis and recommend preventive actions to reduce incident recurrence and therefore drive overall incident number down over time.Execute some configuration activities and support testing for fixes and enhancements which will be part of a prioritized backlog.
Note that there is no requirement to complete development as part of this role.Collaborate with business stakeholders, onshore and offshore teams, and developers to refine requirements and deliver backlog items effectively.Manage tickets, incidents, problems, and change requests through the customer's IT Service Management (ITSM) tool (e.g., ServiceNow).
Participate in on-call / after-hours support rotation to ensure business continuity.Report back to EW Support managed based in ANZ region who will have overall responsibility for the support engagement and any escalation/critical communication to the customer.Required Skills & ExperienceMust have:SAP EWM Functional experience or similar: Solid understanding of warehouse processes including inbound/outbound flows, internal movements, RF transactions, queue monitoring, and ERP integration points.
May have previous experience in SAP WMS solutions.Support & SLA Awareness: Demonstrated experience working in a production support environment with measurable SLA commitments for response and resolution times.Configuration Skills: Ability to carry out configuration, support functional testing, and prepare documentation (e.g. functional specification, change documentation for Change Approval Board).
Communication & Collaboration: Excellent written and verbal communication skills; ability to provide clear, concise updates to global stakeholders and business users however key customer communication will be supported and managed by the EW Support manager.Responsiveness & Ownership: Proactive in following up issues, taking ownership until closure, and escalating where needed.Flexibility: Willingness to provide after-hours support on rotation.Recommended:Retail & Distribution Process Knowledge: Understanding of retail DC operations, store replenishment flows, and integration points with ERP (MM, SD) and third-party systems (e.g. scanning devices).
Support desk or helpdesk Experience: ideally previous experience being part of a support team or helpdesk managing customer issues and triage.Service Management Tools: Experience using ITSM tools to manage incidents, problems, and changes in a structured environment.Experience working in collaboration with offshore resources in the troubleshooting and resolution of support incidents and service requests.Suitable ProfileCandidates may include SAP consultants with 3 to 5 years' experience working within a BAU support role or project who has experience with warehouse management processes and systems ideally in a retail industry.Business End user who developed extensive SAP skillset through experience and self-learning and who will be motivated to develop further SAP support consultant expertise especially in warehouse management and as part of a Support teamSeniority levelMid-Senior levelEmployment typeFull-timeJob functionInformation TechnologyIndustries IT Services and IT Consulting
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