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*** Work hours will shift between (from 3 AM EST to 6 PM EST), starting during European business hours and ending during US EST business hours.***
We are seeking a highly skilled SAP ECC L2/L3 Support Specialist to join our IT support team. The ideal candidate will have in-depth expertise in SAP ECC modules including Demand Planning, Sales & Distribution (SD), Production Quality Management (QM), and Finance. This role will be responsible for providing advanced technical support, troubleshooting complex issues, and implementing solutions to optimize and enhance our SAP ECC environment.
Key Responsibilities:
- Provide L2/L3 technical support for SAP ECC modules including Demand Planning, Sales & Distribution (SD), Production Quality Management (QM), and Finance, addressing escalated incidents, service requests, and system enhancements.
- Analyze and diagnose complex system issues, identifying root causes and implementing effective solutions to minimize business impact and ensure system stability.
- Collaborate with cross-functional teams, including business users, functional analysts, developers, and infrastructure specialists, to understand business requirements, resolve issues, and implement system enhancements.
- Perform configuration changes, system enhancements, and patch management for SAP ECC modules, ensuring compliance with best practices and minimizing risks to business operations.
- Participate in testing and validation of SAP ECC updates, patches, and new releases, ensuring compatibility and reliability with existing configurations and customizations.
- Provide guidance and support to L1 support teams, assisting with incident triage, prioritization, and resolution according to severity and business impact.
- Document incident resolutions, troubleshooting procedures, and system configurations, maintaining accurate records for knowledge sharing, training, and continuous improvement.
- Conduct training sessions and knowledge transfer sessions for end-users and support teams, ensuring proficiency in SAP ECC modules and processes.
- Stay current with SAP ECC technologies, updates, and best practices, continuously expanding knowledge and skills through self-study, training, and professional development opportunities.
- Participate in an on-call rotation schedule to provide after-hours support for critical incidents and system emergencies as needed.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 5 years of experience in SAP ECC support, with expertise in Demand Planning, Sales & Distribution (SD), Production Quality Management (QM), and Finance modules.
- Strong technical proficiency in SAP ECC modules and associated business processes, including configuration, customization, and integration points.
- Excellent analytical and problem-solving skills, with the ability to analyze complex system issues and implement effective solutions.
- Strong communication and interpersonal skills, with the ability to collaborate effectively with technical and non-technical stakeholders.
- Experience working in a fast-paced environment with tight deadlines and multiple priorities.
- SAP certifications in relevant modules are preferred but not required.
iSoftStone is a global IT service and consulting company that creates value and drives success through technology solutions, service excellence, and digital innovation. We specialize in web and application development, software testing and support, data and content management, digital experience, accessibility, and data for machine learning and AI. With 20 delivery centers and more than 90,000 employees worldwide, iSoftStone is proud to serve some of the world’s most well-known businesses, including 90+ Fortune Global 500 companies.
Visit us at https://www.isoftstoneinc.com.
iSoftStone is committed to the practice of equal opportunity for all its employees and applicants in employment, and does not discriminate on the basis of race or ethnicity, color, age, national origin, religion, creed, marital status, sex, pregnancy, gender, gender identity, sexual orientation, status as an honorably discharged veteran or disabled veteran or military status, political affiliation or belief, citizenship/status as a lawfully admitted immigrant authorized to work in the United States, or presence of any physical, sensory, or mental disability. In addition, reasonable accommodation will be made for known physical or mental limitations for all otherwise qualified persons with disabilities.