Reporting Structure

Reports to Solution Architect

 

Education

Graduation in any discipline

Experience/ Qualifications

1. Experience of minimum 3 years and maximum 5 years for Consultant SAP HCM position and experience of minimum 2 years and maximum up to 3 years for Associate Consultant-SAP HCM position in L2 Ticketing support for SAP HCM /HR application support
2. Should be good/proficient in MS Excel/Word/PowerPoint
3. Excellent customer service orientation skills
4. Strong active listening skills and excellent written and oral communication

Industry

Should be from a Technology, ITES, Shared Services or Banking organization.

Experience in public sector company is preferred.

Responsibilities

1. Diagnosing, troubleshooting, and developing solution that solve the root cause of user problems in tickets evaluated from L1 Support team
2. Ensure proper documentation, notification, escalation, tracking and follow up for all incidents and requests.
3. Uses SAP HCM experience to address user problems and interrogates database for potential solutions.
4. Escalates complex or unresolved incident to next level as appropriate and collaborate with internal teams for the same.
5. Records and tracks tickets from outset to conclusion assigned at L2 level.
6. Acts systematically to respond daily operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.
7. Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate.
8. Maintains records, informs users about the process and advises relevant persons of actions taken.
9. Perform operational task and master data maintenance as instructed.
10. Should have willingness to take additional responsibilities as applicable

Certifications

ITIL Foundation certification

ERP Certification (Preferred)  

Employment Type

 

All positions are on fixed term contract on a full-time basis exclusively for ReBIT, initially for a period of five years, extendable by mutual consent.

Location

 

BKC – Mumbai