SAP App Support Analyst - Production & Ops

Sirtex Medical Limited

Woburn (MA)

On-site

USD 124,000 - 155,000

Full time

3 days ago

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Benefits offered by this job

Health insurance

401k matching

Paid time off

Job summary

Sirtex Medical is seeking an experienced SAP Business Analyst to serve as the internal lead for SAP application support focused on Production/Operations (PP, MM, QM, SD) with secondary Finance (FI). The role requires on-site presence in the Boston area under a hybrid policy (3 days in office, 2 remote).

You will manage tickets, coordinate with AMS partners, and drive CRs from requirements to production release.

Qualifications

6+ years supporting SAP in a business analyst, functional analyst, or application support role.
Hands-on functional knowledge of SAP PP (production orders, batch costing), MM, QM, or SD.
Practical understanding of shop-floor and supply-chain processes: production execution, procure-to-pay, quality inspection/notification, order-to-cash.
Demonstrated ticket-based support experience with SLA discipline (Zendesk, ServiceNow, or equivalent).
Strong troubleshooting instinct and clear written communication with non-technical business users.
US work authorization; must be able to work on-site in the Boston area; no remote; no travel.

Responsibilities

Own end-to-end ticket lifecycle in Zendesk, and raise tickets in the E-Strategy AMS ticket system: intake, clarification, business-impact assessment, prioritization, resolution tracking, and closure.
Resolve L1 issues directly (master data, user error, authorization, transaction how-to, report output); reproduce and document L2+ issues for escalation to the AMS partner.
Apply importance-vs-urgency classification; keep the backlog visible and aging under control.
Follow up with the AMS partner against SLA; participate in recurring ticket review forums.
Gather and document CR requirements from Production/Operations (and, where relevant, Finance) business users; write clear functional descriptions for the implementation/AMS partner.
Coordinate business review and sign-off for production CRs; track CRs through to production release.
Maintain the CR pipeline and status reporting to Bobby Qiu.
Maintain work instructions, FAQs, and how-to material; run refresher sessions for end users.
Document recurring issues and their resolutions to reduce repeat ticket volume.