About the role

IT Applications Support Analyst providing tier 1 support to SAP application users. Responsible for troubleshooting technical SAP issues and managing user access provisioning.

Responsibilities

Provide tier 1 support to SAP application users
Provide professional first-level support via email and phone, troubleshooting technical SAP issues for internal customers
Log all inquiries in the ticketing system (iSupport), aiming for first-contact resolution, and escalating to Level 2 teams with comprehensive details when needed
Manage user access through provisioning, including onboarding new hires, processing status changes, and handling terminations
Proactively identify potential major incidents and contribute to continuous improvement by updating the team's knowledge base and standard operating procedures (SOPs)
Translating documentation and user communications from English to French

A university degree is preferred (Bachelor’s degree in Computer Science or Information Technology) or equivalent experience/training in a business-related field
More than 5 years of professional experience in a first-level IT support role
Experience working on the SAP platform
Experience working with SAP S/4HANA version 2022
Knowledge of one of the SAP modules (SD, FICO, MM, IM, PP, WMS, PM)
Experience working with SAP GRC 12.0
Experience working with a ticketing system (iSupport, ServiceNow, or similar)
Experience managing user access rights in SAP (preferred)
Excellent customer service skills, with the ability to establish contact, advise, and interact with internal clients via phone and email in a courteous and professional manner
Ability to effectively resolve issues by analyzing the business context and exploring solutions within the team before escalating them
Ability to work in a fast-paced environment
Ability to work Monday through Friday, 7 a.m. to 7 p.m. (Eastern Time) (the typical workday is 8 hours, but schedules may vary)