job description
Join Pride Global as an SAP Helpdesk Analyst (L1 & L2) in beautiful Bali and play a pivotal role in delivering exceptional technical and functional support across our dynamic SAP ecosystem. This is a unique opportunity for IT professionals passionate about troubleshooting, system optimization, and user empowerment in a global environment.
As part of our dedicated support team, you will serve as the first and second line of defense for SAP-related inquiries, ensuring seamless operations for end-users while contributing to continuous improvement initiatives. Bali’s vibrant work culture and international business landscape provide the perfect backdrop for this contract role, offering both professional growth and an unparalleled lifestyle.
Ideal candidates will combine strong SAP technical knowledge with excellent communication skills to bridge the gap between business needs and IT solutions. Whether you’re resolving tickets, documenting solutions, or collaborating with cross-functional teams, your expertise will directly impact our operational efficiency and user satisfaction.
Responsibility
- Provide Level 1 and Level 2 support for SAP modules (e.g., FI, CO, MM, SD, HR) via phone, email, and ticketing systems.
- Diagnose and resolve technical issues related to SAP access, authorization, interfaces, and system performance.
- Escalate complex incidents to L3 support or development teams with detailed documentation and root cause analysis.
- Maintain and update knowledge base articles and FAQs to empower self-service troubleshooting.
- Monitor SAP system health, proactively identify potential issues, and recommend preventive measures.
- Collaborate with business users to gather requirements and test SAP enhancements or patches.
- Ensure compliance with ITIL best practices for incident, problem, and change management.
- Deliver user training and create guides to improve SAP adoption and reduce recurring issues.
Qualifications
- Bachelor’s degree in Computer Science, IT, or related field; equivalent experience accepted.
- Minimum 2+ years of hands-on experience in SAP support (L1/L2) or similar enterprise ERP systems.
- Proficiency in SAP GUI, SAP Solution Manager, or SAP Fiori for troubleshooting.
- Strong understanding of SAP modules (e.g., Finance, Logistics, HR) and basic ABAP debugging skills.
- Excellent problem-solving and analytical skills with a customer-centric approach.
- Familiarity with ITIL frameworks and ticketing tools (e.g., ServiceNow, Jira).
- Fluent in English (written and verbal); additional languages are a plus.
- Ability to work in a fast-paced, remote/hybrid environment with global teams.