ERP Support Specialist Starlink WLL

Job Description

Roles & Responsibilities

Desired Candidate Profile

Key Responsibilities

SAP Support & Incident Management

• Handle first and second-level SAP support for all business users

• Diagnose and resolve issues across SAP modules (MM, SD, FI, HR, PM)

• Log, track, and resolve incidents within agreed SLA timelines using ITSM/helpdesk tools

• Escalate unresolved issues to Level 3 / SAP vendor with clear documentation

• Conduct root cause analysis on recurring issues and implement preventive measures

• Participate in SAP upgrades, patches, and UAT activities.
  

  Microsoft Power Platform & M365 Support

  • Support end users on Power Apps, Power BI, SharePoint, and Power Automate

  • Assist in building or modifying low-code Power Apps and automated workflows

  • Troubleshoot SharePoint permissions, access issues, and content management problems

  • Resolve Power BI report failures, data refresh errors, and dashboard queries

  • Support integration points between SAP and Microsoft 365
    
    User Training & Enablement

    • Conduct SAP and M365 training sessions for new and existing employees

    • Create user guides, SOPs, and knowledge base articles

    • Onboard new users and ensure day-one system readiness

    • Proactively identify training gaps from recurring support patterns
      

    Process & Compliance

    • Follow ITIL best practices for incident, problem, and change management

    • Prepare weekly/monthly MIS reports on ticket volumes and SLA adherence

    • Maintain accurate records of all support interactions and resolutions