Support Associate Analyst

Officeworks; Bengaluru; On-site; INR 600,000 - 800,000; Full time

Job summary

Officeworks Bengaluru is seeking an IT Service Operations professional to manage SAP incidents, service requests and problems ensuring timely resolution and continuity of service across platforms.

You will perform root cause analysis, maintain knowledge articles, and collaborate with SAP Solution Architects and external partners to meet SLA targets and improve MTTR, while adhering to governance and safety standards.

Qualifications

• Education: Degree in IT or a related field.
• Experience: 2+ years of SAP or enterprise application support experience.
• Core Skills: Excellent communication skills and a strong customer focus.
• Technology Proficiency: Familiarity with SAP S/4HANA, SAP BTP, SAP Cloud ALM, ITSM Platforms, and Jira.

Responsibilities

• Manage incidents, service requests, and problems to ensure timely resolution and service continuity.
• Perform root cause analysis and implement preventive actions to reduce recurring issues.
• Handle day-to-day troubleshooting and post-deployment validation for platform releases.
• Achieve key performance indicators aligned to the overall strategy and objectives.

Skills

Excellent communication skills

Strong customer focus

Analytical mindset

Education

Degree in IT or related field

2+ years SAP or enterprise application support experience

Tools

SAP S/4HANA

SAP BTP

SAP Cloud ALM

ITSM Platforms

Jira

Job description

The core responsibilities for the job include the following:

Service Operations and Incident Management:

• Manage incidents, service requests, and problems to ensure timely resolution and service continuity.


• Perform root cause analysis and implement preventive actions to reduce recurring issues.


• Handle day-to-day troubleshooting and post-deployment validation for platform releases.


• Achieve key performance indicators aligned to the overall strategy and strategic objectives.

Knowledge and Documentation:

• Maintain the knowledge base and operational documentation to enable self-service and team efficiency.


• Develop and update knowledge articles based on incident resolutions and platform changes.


• Ensure all technical documentation complies with established governance and security standards.

Governance, Compliance, and Safety:

• Ensure documentation and vendor engagement comply with applicable laws and policies.


• Integrate compliance requirements into daily support practices and planning.


• Identify and report site hazards or incidents to support a safe working environment.

Stakeholder Engagement and Accountability:

• Liaise with business users to provide simple, helpful, and affordable technical solutions.


• Demonstrate a strong sense of personal accountability for SLA performance and results.

Who you will be working with:

• Internal: SAP Solution Architects, Administrators, Functional Analysts, Developers, and Quality Analysts.


• Internal Partners: End users and IT Service Management.


• External Partners: SAP Support and Managed Service Providers.

What success looks like:

• Service Reliability: Maintaining SLA adherence > 98% and a ticket reopen rate of 5%.


• Operational Efficiency: Reducing Mean Time to Repair (MTTR) by > 15% year-on-year.


• Customer Satisfaction: Achieving a customer satisfaction rating of > 85%.


• Productivity: Increasing tickets resolved per analyst by 10% year-on-year.

Individual Contributor:

• Lives our values and behaviors.


• Proactively contributes to a safe working environment and escalates appropriately if there are unsafe conditions or inappropriate behavior.


• Operates in line with applicable company policies and the Code of Conduct.


• Demonstrates a strong sense of personal accountability and curiosity to learn and develop.

Requirements:

• Education: Degree in I. T. or a related field.


• Experience: 2+ years of SAP or enterprise application support experience.


• Core Skills: Excellent communication skills and a strong customer focus.


• Technology Proficiency: Familiarity with SAP S/4HANA, SAP BTP, SAP Cloud ALM, ITSM Platforms, and Jira.