Act as the first line of support, responsible for communicating with users to understand, log, categorize and prioritize Incidents & Service Requests (SR) accurately.
Perform investigation and diagnosis of incidents with references to existing knowledgebase/ problem management/ list of known errors.
Provide solutions or workarounds to users to resolve tickets within stipulated Service Level Agreement (SLA).
Highlight and escalate recurring Incidents which are similar in nature.
Escalate Incident and Service Request tickets which are unable to be resolved to appropriate next-level resolver group.
Escalate and highlight Incidents that are at risk of breaching SLA to Team Lead.
Closely follow up with outstanding Incidents and Service Requests up till closure.
Provides specialized expertise in Financial Accounting (FI) and Controlling (CO).
Supports the implementation of SAP FICO modules, ensuring integration with other SAP modules.
Develops a comprehensive understanding of our broader SAP ecosystem by learning and supporting various SAP modules in day-to-day operations.
Works closely with business departments to understand their requirements and recommend process improvements within SAP, providing high-quality deliverables.
Requirements
Bachelor's degree in accounting, Finance, IT or a related field is required or other relevant discipline.
Experience using ITSM tools (i.e. Ticketing Tools) will be added advantage.
SAP Certifications such as SAP Certified Application Associate Financial Accounting or Management Accounting or other will be considered a plus.
Strong understanding of SAP FICO modules and their integration with other SAP modules.
Ability to troubleshoot and resolve SAP FICO-related issues.
Technical skills
Microsoft Office
SAP FICO
Programming languages: JavaScript, React, and JSON (added advantage)
Special skills
SLA familiarity and performance driven work culture.
Excellent interpersonal skills to rapidly develop robust relationships across all key stakeholders.
Ability to diagnose and resolve basic technical issues.
