Job Description
Key responsibilities
Monitor ServiceNow incident queues for assigned logistics, warehousing, inventory, and transportation process areas.
Perform initial evaluation, triage, analysis, troubleshooting, and root cause assessment for user-reported issues.
Communicate directly with business users to clarify reported issues, validate business impact, and confirm resolution.
Perform SAP configuration changes for approved break/fix issues and minor enhancements.
Coordinate with technical teams when development, integration, or cross-functional SAP support is required.
Support testing, deployment, hypercare, documentation, runbooks, and evidence capture in line with ITIL and change management processes.