What are the responsibilities and job description for the SAP Technical Support Analyst position at firstPRO, Inc?
This role provides dedicated support for an enterprise-wide ERP modernization initiative, specifically focused on SAP S/4HANA. As internal staff transition to the project team, this contractor will serve as a key service desk resource supporting SAP-related incidents, user questions, and early-stage rollout activities. The position is heavily aligned to the SAP Sales & Distribution (SD) module, with potential touchpoints to additional SAP areas depending on project needs. Work will be primarily onsite 1–3 days per week with a projected engagement of approximately 18 months. Compensation is up to $30/hr., based on experience.
Responsibilities
- Provide Level 1 and Level 2 ERP triage and incident support, ensuring timely escalation and adherence to ITIL/ITSM practices.
- Deliver SAP S/4HANA user support, particularly within the SD module, including issue troubleshooting and functional guidance.
- Monitor and manage SAP-related tickets in ServiceNow, including outages, known issues, and service communications.
- Support end-user readiness activities such as account setup, MFA, password resets, and general access validation.
- Participate in go-live, testing, and cutover support windows; collaborate with internal teams and implementation partners on issue resolution and expectations.
- Create and maintain ERP knowledge articles, runbooks, FAQs, and training materials for the broader help desk team.
- Provide onsite support during rollout activities, including device/peripheral setup and printing/scanning functions tied to ERP workflows.
- Assist with general service desk operations during non-peak ERP phases (queue monitoring, warm handoffs, and user support).
- Participate in after-hours or on-call coverage during critical project milestones such as testing and go-live stabilization.
Requirements
- Experience supporting SAP S/4HANA environments, ideally with exposure to the Sales & Distribution (SD) module.
- Background in service desk or IT service management with the ability to troubleshoot functional SAP user issues.
- Familiarity with SuccessFactors or other SAP modules is a plus (not required).
- Strong communication skills and the ability to support business users in fast-paced rollout phases.
- Comfort working onsite 1–3 days per week in the Newark, DE area (with occasional support at nearby sites as needed).
- Availability for an anticipated contract duration of approximately 18 months, beginning early January.
Salary : $25 - $30