Service Analyst - AID100

Future of London; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Final salary pension

Free travel on TfL network

Rail travel reimbursement

Hybrid working

Annual leave 30 days

Job summary

Transport for London is seeking a SAP Support Analyst to ensure end-to-end service delivery across core SAP modules. The role involves supporting incident management, engagement with multiple teams, and maintaining service quality within agreed SLAs.

You will work with a multi-skilled team to reduce TCO, ensure SAP best practices, and escalate complex issues to SAP specialists as needed.

Qualifications

• Bachelor’s or Master’s Degree in Computer Science, Information Systems, or related discipline (or corresponding professional experience).
• Good development and configuration knowledge of SAP modules within an ERP environment.
• Knowledge of cloud computing service models (SaaS, PaaS, IaaS).
• ITIL V3 Service Management certification is desirable.

Responsibilities

• Investigate SAP incidents and provide solutions or escalate to senior/SAP specialists to restore service within SLAs.
• Deliver outputs across the SAP landscape (test scripts, KB articles) aligned to SLAs.
• Analyse business processes and provide solutions via configuration, installation, data migration and testing.

Skills

SAP end-user experience

Analytical skills

Stakeholder communication

Configuration knowledge

Education

Bachelor/Master in Computer Science or similar

Tools

SAP

Job description

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All offers of employment are subject to satisfactory right‑to‑work checks. Candidates must be able to demonstrate their right to work in the UK. At the present time TfL is unable to offer visa sponsorship for this role.

*Hybrid working within this role enables a balance of 50 per cent of time split between the office and home over a 4-week period.Hybrid working arrangements can evolve subject to business requirements.

Overview of project/role

You will be responsibility for supporting the day-to-day operations of SAP services ensuring that the service lifecycle across the range of core SAP modules is delivered to time, budget, scope, and quality.

Leveraging your SAP technical skills to support management (but not limited to) on the successful development and implementation of business needs that smoothly integrate with SAP applications and the IT landscape. This encompasses the support and management of SAP delivery through service transition into the live environment whilst communicating across multiple teams or stakeholders to coordinate timelines and tasks.

You will work with a multi skilled professional team acting as a focal point interface between the business and the SAP team to reduce the TCO and ensuring compliance with SAP recommended best practice escalating more complex issues to SAP specialist colleagues to advise upon and take forward.

Key Accountabilities

• Responsible for the investigation of standard problems identified by end users via the SAP Incident management process, providing solutions through to a successful conclusion where possible, or managing the issue alongside more Senior members of the team/ third party providers, to ensure the service is restored for the business within relevant service level targets, referring more complex issues to SAP Specialists and or SAP Experts.
• Accountable for delivery of assigned outputs (e.g., test scripts, knowledge-based articles) across the SAP landscape to agreed service level agreements
• Taking direction and guidance from Senior colleagues when Analysing business processes and providing solutions via configuration, installation, data migration and testing using the appropriate software to deliver the required outcomes.
• Completing standard SAP Changes with guidance from senior team members in own specialist functional area on more complicated changes, ensuring where possible SAP standard functionality is promoted whilst still adhering to a value for money approach.
• Responsible for managing relationships with stakeholders in relation to the services provided, feeding into the examination of any future business changes as required, and highlighting any mitigating risks that could be undertaken.
• Ensuring changes are delivered and transported through the landscapes following best practice and SAP Change process thereby ensuring integrity of the environments and minimising failures
• Providing input to process improvements across the SAP estate to ensure an efficient usage of SAP

Knowledge

• Bachelor’s or Master’s Degree in Computer Science, Information Systems, or other related discipline (or corresponding professional experience) E
• SAP Qualification in desired module D
• Good support knowledge of development and configuration of SAP specific modules within an Enterprise Resource Planning environment D
• Knowledge of cloud computing service models such as SaaS, PaaS, IaaS D
• Knowledge of the provision of effective technical and functional technical support services to a complex, multi-site operation E
• Knowledge of SAP applications in public transportation and its business environment D
• ITIL V3 Service Management certification D
• Good development and configuration knowledge of SAP specific modules within an Enterprise Resource Planning Environment E

Skills

• Proven analytical skills to interpret complex data and problems to make or influence appropriate business decisions E
• Hands on experience of SAP as End User- Working knowledge of SAP technologies together with an understanding of the role SAP plays supporting business operation E
• Proven ability to develop end user requirement specifications into desirable functional specifications E
• Proven ability to influence and collaborate across stakeholder groups both verbally and in written communications to deliver high quality service performance across the SAP landscape. D
• Ability to use business process methodologies and techniques E

Experience

• Hands on experience in providing technical and functional support in relevant SAP module(s) E
• Experience of technology and services in a complex, multi-site, organisation D
• Experience of interacting verbally and in written communications at all levels of the organisational structure, both internally and with third parties D
• Very good experience as an end user working in SAP or other ERP technology platform E
• Demonstrable success in continual process improvement E
• Proven experience of working within a team with a focus on driving a culture of customer service E

Equality, diversity and inclusion

We are committed to equality, diversity and inclusion and aim to reflect the diverse communities we serve. We believe that a diverse workforce enables us to deliver better services and outcomes. Our goal is to make our recruitment as inclusive as possible. As a Disability Confident Leader, we actively encourage applications from disabled people. As part of the Disability Confident scheme, we aim to offer an assessment or interview to candidates who apply via the scheme where the minimum essential criteria for skills, knowledge and experience has been met. In some circumstances, it may not be practical to offer an interview or assessment to every candidate who applies through the scheme and meet the minimum essential criteria; in these situations, we select candidates who best meet the minimum criteria for the job rather than interviewing all who meet them.

Across all recruitment activity, we recognise that selection methods may vary depending on the nature and scale of the campaign and will be applied fairly, consistently and proportionately in line with our Disability Confident commitments.

We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the level of role but mostly include the below:

• Final salary pension scheme
• Free travel for you on the TfL network
• Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home
• 30 days annual leave plus public and bank holidays
• TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
• Tax-efficient cycle-to-work programme
• Retail, health, leisure and travel offers
• Discounted Eurostar travel

We will make every effort to give you as much notice as possible, however some interviews/assessments could be organised at short notice.

Vetting Process

At Transport for London, safety, trust and fairness sit at the heart of how we recruit. Our Vetting Charter ( https://tfl.gov.uk/corporate/careers/our-vetting-process ) explains the checks we carry out before you join us, helping ensure we create a safe, inclusive and reliable network for everyone who depends on our services. We simply ask that the information you provide is honest and accurate so we can progress your application smoothly. If something doesn’t match or can’t be verified, we may not be able to move forward with your application, but we’ll always treat you with transparency, respect, and clear communication throughout.

We may close this advert early if we receive a high volume of suitable applications.