SAP Analyst

MSRcosmos LLC; Charlotte (NC); On-site; USD 110,000 - 150,000; Full time

Job summary

MSRcosmos LLC is seeking an SAP S/4HANA Service Management Systems Analyst in Charlotte, NC to provide L2/L3 production support for SAP S/4HANA Service solutions. You will work closely with business stakeholders and IT teams to resolve incidents, enhance service processes, and ensure stable operations across the service management landscape.

The role requires 5+ years of hands-on SAP S/4HANA Service experience, strong integration knowledge with SD/MM/FI-CO/PM-EAM, and familiarity with SAP Fiori

Qualifications

• Bachelor's degree in IT, CS, Engineering or equivalent experience.
• 10–15 years SAP experience focused on Service, CS, PM or EAM.
• 5+ years hands-on SAP S/4HANA Service module support.
• Experience in production environments and change management.
• Experience with SAP Fiori and mobile Field Service solutions.
• Strong integration knowledge with SD, MM, FI/CO, PM/EAM.
• Excellent troubleshooting, communication and stakeholder management.

Responsibilities

• Provide L2/L3 production support for SAP S/4HANA Service and resolve incidents within SLAs.
• Perform root cause analysis and implement sustainable solutions.
• Configure and maintain Service Orders, Contracts, Entitlements, Warranty, and Billing.
• Monitor integrations with SD, MM, FI/CO, PM/EAM modules.
• Support SAP Fiori apps and mobile solutions for field service teams.
• Participate in testing activities including UAT and production releases.
• Develop end-user documentation and provide training on new functionality.
• Collaborate with stakeholders to identify enhancements and improvements.
• Participate in on-call/off-hours support as required to ensure stability.

Skills

SAP S/4HANA

Incident management

Root cause analysis

Communication

Education

Bachelor's degree in Information Technology/CS/Engineering

Equivalent education/experience

Tools

ServiceNow

Jira

Job description

As an SAP S/4 HANA Service Management Systems Analyst, you will provide L2/L3 production support for SAP S/4HANA Service solutions following go-live. You will work closely with business stakeholders and cross-functional IT teams to resolve issues, improve service processes, support system enhancements, and ensure stable operations across the service management landscape. This role is critical to maintaining high levels of system performance, user satisfaction, and business continuity.

Core Responsibilities

• Provide L2/L3 production support for SAP S/4HANA Service and resolve incidents, service requests, and defects within established service levels.
• Perform root cause analysis, implement sustainable solutions, and drive continuous process improvements.
• Configure, support, and maintain Service Orders, Service Contracts, Entitlements, Warranty Management, Repair Processes, Resource Scheduling, and Service Billing.
• Monitor and support integrations between SAP S/4HANA Service and related modules including SD, MM, FI/CO, and Plant Maintenance/Enterprise Asset Management (PM/EAM).
• Support SAP Fiori applications and mobile solutions used by service and field service teams.
• Participate in testing activities, including user acceptance testing (UAT), regression testing, and production releases.
• Develop user documentation, provide end-user training, and support adoption of new functionality.
• Collaborate with business stakeholders to identify enhancement opportunities and deliver continuous improvements.
• Participate in on-call and off-hours support as required to ensure system stability and business continuity.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business, Engineering, or a related field, or equivalent combination of education and experience.
• 10-15 years of SAP experience with a strong focus on Service, Customer Service, Plant Maintenance, or Enterprise Asset Management.
• Minimum of 5+ years of hands-on SAP S/4HANA Service module support experience.
• Experience supporting production environments, including incident, problem, and change management processes.
• Experience supporting SAP Fiori applications and mobile solutions for Field Service Management.
• Strong understanding of integrations across SAP SD, MM, FI/CO, and PM/EAM modules.
• Strong troubleshooting, analytical, and root cause analysis skills.
• Ability to manage multiple priorities and work effectively in a fast-paced support environment.
• Excellent verbal and written communication skills.
• Strong customer service and stakeholder management capabilities.
• Working knowledge of SAP testing methodologies and release management processes.

Hands-on experience supporting:

• Service Order Management
• Service Contracts and Entitlements
• Warranty and Claims Management
• Service Billing and Finance processes

Preferred Qualifications

• Experience supporting both SAP ECC PM/CS and SAP S/4HANA Service environments.
• Familiarity with ITIL-based support processes and service management practices.
• Experience using ticketing and workflow tools such as ServiceNow or Jira.
• Experience supporting global users across multiple regions and time zones.
• Knowledge of SAP Field Service Management (FSM) and related mobility solutions.
• SAP certification in S/4HANA Service, Customer Service, Plant