Responsibilities:
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Serve as the primary point of contact between our Application Operations team and key users;
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Receive and manage written incidents and service requests, ensuring timely and high-quality solutions tailored to customer needs;
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Analyze, resolve, and document incidents and service requests within 2nd level support for Customer Service and Field Service applications (SAP CRM, S/4HANA, ERP);
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Implement new requirements and enhancements in existing SAP CRM and S/4HANA systems;
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Actively contribute to knowledge management and maintain solution documentation in the internal knowledge database;
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Collaborate closely with application product owners to identify and sustainably resolve recurring support issues;
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Support colleagues and clients across all divisions, both nationally and internationally.
Requirements:
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Degree in Computer Science, Business Informatics, or a comparable qualification;
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Several years of experience in Application Operations, IT Support, or a similar role;
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Solid knowledge of SAP CRM, S/4HANA, and ERP systems, ideally in a Customer Service or Field Service environment;
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Experience in implementing new requirements and enhancements in existing SAP CRM and S/4HANA systems;
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Experience in 2nd level support, incident management, and service request handling;
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Strong analytical and problem-solving skills with a structured and solution-oriented mindset;
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Experience with ticketing systems and IT service management frameworks (e.g., ITIL) is a plus;
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Basic understanding of SAP customizing or ABAP debugging is an advantage;
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Strong communication skills and a customer-oriented approach;
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Ability to work independently as well as collaboratively in cross-functional teams;
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Fluent in business English; German is a plus.
