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A technology solutions company based in Kuala Lumpur seeks a SAP User Administration Leader. This role involves overseeing user issue management, ensuring compliance with SAP access requests, and mentoring a support team. Candidates should have significant leadership experience and a background in SAP authorizations and management, along with excellent communication skills. The position offers competitive pay and opportunities for professional growth.
EDV Werke is looking for a SAP User Administration Leader
Working Model: Onsite – Kuala Lumpur
Form of cooperation: B2B Contract
Key Responsibilities:
Problem Management Oversight – Oversee identification, evaluation, and prioritization of user issues, ensuring accurate creation and assignment of problem tickets within ticketing system.
Escalated Issue Resolution – Analyze complex customer problems, develop resolution strategies, and guide the team in leveraging technical resources effectively.
SAP Access Control – Ensure access requests are processed in line with documented policies and corporate compliance standards.
Account Administration – Supervise user account activities, including password resets, activation/deactivation, and lock/unlock procedures across SAP systems.
Incident Monitoring – Track and manage incident tickets raised to the User Administration team via ServiceNow, ensuring timely resolution and SLA adherence.
Request Coordination – Oversee processing of requests from the IT Service Catalogue, streamlining workflow and optimizing team efficiency.
Escalation Management – Act as the primary escalation point for advanced issues requiring 2nd Level Support or vendor involvement.
Process Improvement – Identify opportunities for enhancing 1st Level Support procedures and implement improvements to increase reliability and efficiency.
Root Cause Analysis – Conduct and review root cause investigations to minimize recurring problems and strengthen system stability.
Team Development – Mentor, train, and onboard new team members, fostering continuous professional growth and knowledge sharing.
Global Collaboration – Work closely with global IT teams and local stakeholders to ensure consistent service delivery aligned with corporate policies.
Leadership and Reporting – Manage team performance, provide reporting on activities and metrics, and participate in leadership tasks and projects.
Must-Have Skills:
Leadership Ability – Proven skills in leading and managing multinational teams, ensuring delivery of results with high quality and within agreed timelines.
Educational Background – Associate Degree in Computer Science, CIS, MIS, or related technical discipline, or a minimum of 5 years of relevant professional experience.
Team Coordination Experience – Demonstrated experience in coordinating and guiding a 1st Level Support team of at least 3–5 members.
Communication Proficiency – Excellent verbal and written communication skills, with the ability to collaborate effectively with global teams and local stakeholders.
SAP Authorization Knowledge – Hands-on experience in troubleshooting SAP authorizations, transactions, and user account management.
Ticketing System Expertise – Practical experience in managing and resolving tickets through ServiceNow or similar ITSM platforms.
End-User Troubleshooting – Strong ability to investigate, diagnose, and resolve end-user issues in a structured and efficient manner.
Critical Thinking – Analytical mindset with strong problem-solving capabilities to address complex challenges.
International Exposure – Professional experience working in international environments across regions such as APAC and EU.
Adaptability and Learning – Commitment to continuous learning and ability to quickly adapt to new IT technologies and evolving environments.
Benefits: