Staff Technical Support Engineer - SAP
Job Summary
Job Description
The role involves providing technical support for SAP systems, focusing on access governance and break-fix issues. Responsibilities include communicating critical issues and solutions to technical experts, driving customer satisfaction through timely communication, and troubleshooting customer-reported incidents and system alerts within the Application Access Governance domain. Key activities involve identifying, debugging, and resolving break-fix issues, performing technical analysis and root cause analysis for incidents, and responding to issues within agreed service levels. Additionally, the role requires collaboration and knowledge sharing through publishing knowledge articles, preparing technical documents, and mentoring team members.
Must have:
- 7-10 years of experience in SAP Security Roles, SAP Role Management & Maintenance or any ERP Products
- Extensive hands-on experience in debugging ERP product issues
- Understanding of Segregation of Duties (SoD) concepts
- Experience in the SAP GRC Access Control module
- Knowledge of transportation concepts in SAP
- Experience with at least one full SAP, Oracle or third-party governance systems GRC implementation
- Knowledge of users and access tables in SAP or Oracle security models
- Exposure to managing audit data in SAP or Oracle
- Excellent understanding of Segregation of Duties, SOD Rulesets, Risks and Mitigating Controls
- Developing security role administration processes
Good to have:
- Working with internal auditors on providing Security SOX Support
- Exposure to GRC implementation with SAP, Oracle or third-party governance systems
- Develop and maintain documentation for SAP Role Management best practices
- Management and Maintenance of SOD Rulesets
- Designing roles for business and basis users
- Working with internal audit resources
- Ensuring compliance with security policies and control sets
- Performing research to develop expertise in SAP GRC, Oracle or third-party governance systems security functionality
- Leading the development of SAP GRC, Oracle or third-party governance projects
- SAP Certification in GRC modules
4 skills required
Job Details
What You’ll Do
● Customer Communication
o Communicate with technical experts to explain the critical issue(s) and solutions for implementation and break fix related questions
o Drive Customer Satisfaction through timely & quality communication for any critical situation where advanced support is needed
● Troubleshooting Skills
o Troubleshooting of customer reported incidents and system alerts in the areas of Application Access Governance domain expertise
o Identify, debug and troubleshoot break fix issues for quick resolution
o Provide technical analysis for incidents, resolution, and root cause analysis for the incidents
o Respond and resolve issues within agreed service levels
● Collaboration & Knowledge Sharing
o Publish knowledge articles for the incidents and service requests, prepare technical documents for the standard operating procedures
o Mentor and train other team members with tech solutions
WHAT YOU BRING
● 7-10 years hands-on experience in managing SAP Security Roles, SAP Role Management & Maintenance or Oracle ERP or any ERP Products
● Extensive hands-on experience in debugging issues with ERP products
● Understanding of Segregation of Duties
● Working with internal auditors on providing Security SOX Support.
● Experience in the SAP GRC Access Control module
● Understanding of Segregation of Duties (SoD) concepts
● Knowledge of transportation concepts in SAP
● Experience with at least one full SAP, Oracle or third-party governance systems GRC implementation
End Point exposure/knowledge:
● Knowledge of users and access tables in the SAP security model or Oracle Security Model
● Exposure to managing the audit data in SAP or Oracle
● Exposure to GRC implementation with SAP, Oracle or third-party governance systems
● Develop and maintain documentation for SAP Role Management best practices.
● Excellent understanding of Segregation of Duties, SOD Rulesets, Risks and Mitigating Controls
● Management and Maintenance of SOD Rulesets will be an added advantage
● Developing security role administration processes
● Designing roles for business and basis users
● Working with internal audit resources
● Ensuring compliance with security policies and control sets
● Performing research to develop expertise in SAP GRC, Oracle or third-party governance systems security functionality
● Leading the development of SAP GRC, Oracle or third-party governance projects
Preferred qualifications
● Bachelor's degree in information systems, computer science, business administration, or a related field
● SAP Certification in GRC modules a plus
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