Senior Technical Support Engineer (Munti Site)

Strategic Networks, Inc.; Metro Manila; On-site; PHP 420,000 - 720,000; Full time

Job summary

Strategic Networks, Inc. in Metro Manila is seeking an SAP Technical Support and ServiceNow Specialist to troubleshoot SAP issues across modules and manage incidents.

You will oversee ticket management in ServiceNow, enforce SLA, perform root cause analysis, and collaborate with users, IT teams, and vendors to resolve escalations. This role emphasizes continuous improvement, process documentation, and effective stakeholder communication to ensure reliable service delivery.

Responsibilities

• SAP Technical Support: troubleshoot SAP issues across modules.
• Ticket Management: handle incidents, problems, and changes in ServiceNow.
• SLA Compliance: monitor and enforce SLA adherence, escalate risks.
• ServiceNow Administration: use ServiceNow for workflow automation, reporting, and service tracking.
• Root Cause Analysis: investigate and identify recurring issues and permanent fixes.
• Stakeholder Communication: collaborate with business users, IT teams, and vendors to resolve issues and manage escalations.
• Continuous Improvement: suggest enhancements to support processes, tools, and documentation.

Job description

Key Responsibilities

• SAP Technical Support: Deliver expert-level troubleshooting and resolution for SAP-related issues across modules.

• Ticket Management: Manage incident, problem, and change tickets in ServiceNow, ensuring accurate categorization, prioritization, and timely closure.

• SLA Compliance: Monitor and enforce SLA adherence, escalating risks proactively to meet business expectations.

• ServiceNow Administration: Utilize ServiceNow for workflow automation, reporting, and service tracking.

• Root Cause Analysis: Conduct detailed investigations to identify recurring issues and recommend permanent fixes.

• Stakeholder Communication: Collaborate with business users, IT teams, and vendors to resolve issues and manage escalations.

• Continuous Improvement: Recommend enhancements to support processes, tools, and documentation for efficiency and compliance.