SAP Technical Support Analyst Job at firstPRO, Inc, Newark, DE

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  • firstPRO, Inc
  • Newark, DE

Job Description

Job Description

This role provides dedicated support for an enterprise-wide ERP modernization initiative, specifically focused on SAP S/4HANA. As internal staff transition to the project team, this contractor will serve as a key service desk resource supporting SAP-related incidents, user questions, and early-stage rollout activities. The position is heavily aligned to the SAP Sales & Distribution (SD) module, with potential touchpoints to additional SAP areas depending on project needs. Work will be primarily onsite 1–3 days per week with a projected engagement of approximately 18 months. Compensation is up to $30/hr., based on experience.

Responsibilities

  • Provide Level 1 and Level 2 ERP triage and incident support, ensuring timely escalation and adherence to ITIL/ITSM practices.
  • Deliver SAP S/4HANA user support, particularly within the SD module, including issue troubleshooting and functional guidance.
  • Monitor and manage SAP-related tickets in ServiceNow, including outages, known issues, and service communications.
  • Support end-user readiness activities such as account setup, MFA, password resets, and general access validation.
  • Participate in go-live, testing, and cutover support windows; collaborate with internal teams and implementation partners on issue resolution and expectations.
  • Create and maintain ERP knowledge articles, runbooks, FAQs, and training materials for the broader help desk team.
  • Provide onsite support during rollout activities, including device/peripheral setup and printing/scanning functions tied to ERP workflows.
  • Assist with general service desk operations during non-peak ERP phases (queue monitoring, warm handoffs, and user support).
  • Participate in after-hours or on-call coverage during critical project milestones such as testing and go-live stabilization.

Requirements

  • Experience supporting SAP S/4HANA environments, ideally with exposure to the Sales & Distribution (SD) module.
  • Background in service desk or IT service management with the ability to troubleshoot functional SAP user issues.
  • Familiarity with SuccessFactors or other SAP modules is a plus (not required).
  • Strong communication skills and the ability to support business users in fast-paced rollout phases.
  • Comfort working onsite 1–3 days per week in the Newark, DE area (with occasional support at nearby sites as needed).
  • Availability for an anticipated contract duration of approximately 18 months, beginning early January.

Job Tags

Contract work, For contractors, 3 days per week, 1 day per week,

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