ERP Consultant

Thompsons Hr Consulting; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Thompsons Hr Consulting in Bengaluru seeks an SAP Support Analyst to provide operational support and service coordination for SAP SD and MM modules. You will monitor incidents in SAP Solution Manager, coordinate resolutions, and prepare dashboards and KPI reports for ongoing service delivery.

The role involves governance meetings, MoMs, and stakeholder communication to ensure service continuity and performance within a structured support model.

Qualifications

• Experience in SAP SD/MM incident coordination and service requests.
• Experience with SAP Solution Manager (SolMan) ticket monitoring and escalations.
• Ability to coordinate UAT activities and follow up to completion.
• Ability to prepare and publish daily dashboards for call management and support metrics.
• Experience in tracking WIP, resolution, and ticket ageing.
• Experience with change management activities and approvals tracking.
• Experience in generating governance reports and KPI dashboards.
• Maintenance of daily operation reports and timesheets.

Responsibilities

• Provide operational support and coordination for SAP SD/MM incidents and requests.
• Monitor SolMan tickets, track escalations, and ensure timely resolution.
• Coordinate UAT activities and ensure successful completion.
• Publish daily dashboards for call management and support metrics.
• Track WIP, resolved, customer action, and on-hold tickets for timely closure.
• Monitor change management activities and follow up on approvals.
• Prepare monthly governance reports and KPI dashboards for review.
• Maintain the Call Analysis Master File and perform ticket ageing analysis.
• Coordinate governance meetings and ERP discussions, documenting MoMs.
• Manage webinar communications and user engagement, collecting feedback for improvements.
• Distribute communication flyers, support updates, and service notices.
• Coordinate with infrastructure teams on planned maintenance and outages.
• Maintain ITC/ABB timesheets and attendance records.
• Leverage AI tools to enhance reporting and productivity.
• Collaborate with business users and ERP support teams for seamless service.

Tools

SAP Solution Manager (SolMan)

Job description

Role & responsibilities

The project focuses on providing operational support and service coordination for SAP ERP applications, primarily across the SAP SD (Sales & Distribution) and SAP MM (Materials Management) modules. The role is responsible for ensuring smooth day-to-day support operations by monitoring incidents, coordinating issue resolution through SAP Solution Manager (SolMan), preparing operational dashboards and KPI reports, facilitating governance meetings, and maintaining effective communication between business users, support teams, and infrastructure teams. The objective is to ensure service continuity, improve operational efficiency, and maintain agreed service levels within a service-based support model.

Project roles and responsibilities

• Provide operational support and coordination for SAP SD/MM-related incidents and service requests.
• Monitor SAP Solution Manager (SolMan) tickets, track escalations, and ensure timely resolution.
• Coordinate User Acceptance Testing (UAT) activities and follow up until successful completion.
• Prepare and publish daily dashboards for call management and support metrics.
• Track Work-in-Progress (WIP), resolved, customer action, and on-hold tickets, ensuring timely closure.
• Monitor change management activities and follow up on pending approvals.
• Prepare monthly governance reports, KPI dashboards, and management review presentations.
• Maintain the Call Analysis Master File and perform ticket ageing analysis.
• Coordinate governance meetings, ERP discussion meetings, and document Minutes of Meeting (MoM).
• Manage webinar communications, user engagement activities, and collect feedback for continuous improvement.
• Create and circulate communication flyers, support updates, and service notifications.
• Coordinate with infrastructure teams regarding planned maintenance and system outage communications.
• Maintain ITC/ABB timesheets, attendance records, and related operational reports.
• Utilize AI tools such as Microsoft Copilot, ChatGPT, and Claude to improve reporting, documentation, and productivity.
• Collaborate with business users, ERP support teams, and stakeholders to ensure seamless service delivery.