SAP Looking for IT Business Services Consultant at Pune, Maharashtra Full Time

We help the world run better

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.Apply now!

WHAT YOU’LL DO

We are seeking a highly motivated and experienced Service Desk Specialist to join a 24 x 7 global Service Desk team within the Enterprise Cloud Services (ECS) organization for a strategic SAP customer.

The Service Desk is the single point of contact for all operational enquiries regarding Incidents, Service Requests, Changes, and Problems. The Service Desk shall ensure IT operations process compliance according to customer’s and SAP’s requirements. The Service Desk prepares a quick and efficient processing for the downstream operations team.

The expected tasks are:
Lead Service Desk Operations

As a shift lead you are the responsible for shift planning and you will oversee day-to-day operations of Service Desk team, workload distribution, and performance monitoring. This is the first level of escalation for all service desk queries that arises.

Provide coaching and training Service Desk Agents on Request Fulfillment, Incident, Change and Problem management processes and fostering a culture of continuous improvement, collaboration, and exceptional customer service

Acts as a bridge between customer and operations team by facilitating customer queries and provide feedback timeous manner.

monitor SAP’s queue in customer’s IT Service Management (ITSM) tool and monitor tickets in SAP internal tools; ensure synchronization of information in customer’s ITSM tool and SAP internal tools

qualify, classify, dispatch, and assign ITSM tickets according to the agreed guidelines

End to end tracking of all ITSM tickets (incidents, problems, change requests and service requests)

support SAP internal teams during critical incident management; monitor incoming phone calls during critical incident management

Strong attention to detail to identify possibly issues in customer queries.

A fair ability to technical problem solving and troubleshooting skills or a willingness to learn technical skills to aid ticket handling.

Service Delivery & Quality

Drive the adoption of ITSM tools and methodologies, ensuring compliance with customer and SAP standards and best practices.

Carrying out completeness checks. Update ticket documentation.

Collaborate with internal and customer stakeholders to maintain service level agreements (SLAs) and key performance indicators (KPIs)

Implement and maintain best practices in all IT service management (ITSM) processes.

Create high quality knowledge articles, work instructions. Ensure knowledge is documented and disseminated through knowledge management initiatives.

When required, act as Incident Manager, Problem Manager and/or Change Manager

Continuous Improvement & Innovation

Regularly assess and optimize service desk operations to improve efficiency, effectiveness, and end-user satisfaction.

Identify and implement new technologies and processes to enhance the service desk’s capabilities and offerings.

Collaborate with cross-functional teams to identify opportunities for improvement and drive initiatives to optimize service delivery.

Monitor Service Desk performance, identify trends and areas for improvement, and ensure the implementation of corrective actions as needed

Communication and Reporting

Develop and maintain regular reports on service desk performance, service level and organizational level reports for management, identifying trends, issues, and opportunities for improvement.

Communicate effectively with all levels of the organization, including senior management, on service desk operations and initiatives.

Participate in meetings with management to discuss customer and team needs and concerns

WHAT YOU BRING

A bachelor’s degree in IT, or other relevant field and/or a 2+ years (IT) customer support or call center experience, preferably in an SAP support environment

Good technical understanding in SAP operations and troubleshooting techniques.

Knowledge of SAP basis, infrastructure an added advantage.

An ITIL qualification is preferable but not essential

Proven experience in coaching, orchestrating, and supporting international multi-cultural teams in high pressure inbound support environments

Exceptional verbal and written communication skills in English (German language is a plus)

Ability to create clear, comprehensive, and user-friendly knowledge articles and Wikis

Ability to produce management information reports from ITSM and call center systems such as ServiceNow, SAP Analytics Cloud.

Experience with Office 365.

Ability and willingness to learn fast and adopt/foster change quickly within operations.

Familiarity with cloud-based technologies and enterprise software applications.

Intercultural awareness. You will work with international, multi-cultural, heterogeneous, and remote teams

Promptitude, proactivity and customer-oriented mindset

#SAPECSCareers

We build breakthroughs together

SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: [email protected]

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 373968 | Work Area: Information Technology | Expected Travel: 0 – 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.