ERP Support Specialist
Skills
About This Role
Role Summary
We are looking for an experienced ERP Support Specialist to serve as the primary point of contact for SAP-related incidents and Microsoft Power Platform support.
The role involves first and second-level support delivery, SLA-driven incident resolution, user training, and ensuring seamless integration between SAP and the Microsoft 365 ecosystem.
SAP Support & Incident Management
- Handle first and second-level SAP support for all business users
- Diagnose and resolve issues across SAP modules (MM, SD, FI, HR, PM)
- Log, track, and resolve incidents within agreed SLA timelines using ITSM/helpdesk tools
- Escalate unresolved issues to Level 3 / SAP vendor with clear documentation
- Conduct root cause analysis on recurring issues and implement preventive measures
- Participate in SAP upgrades, patches, and UAT activities
Microsoft Power Platform & M365 Support
- Support end users on Power Apps, Power BI, SharePoint, and Power Automate
- Assist in building or modifying low-code Power Apps and automated workflows
- Troubleshoot SharePoint permissions, access issues, and content management problems
- Resolve Power BI report failures, data refresh errors, and dashboard queries
- Support integration points between SAP and Microsoft 365
User Training & Enablement
- Conduct SAP and M365 training sessions for new and existing employees
- Create user guides, SOPs, and knowledge base articles
- Onboard new users and ensure day-one system readiness
- Proactively identify training gaps from recurring support patterns
Process & Compliance
- Follow ITIL best practices for incident, problem, and change management
- Prepare weekly/monthly MIS reports on ticket volumes and SLA adherence
- Maintain accurate records of all support interactions and resolutions
Required Skills
- SAP Support — any module (MM, SD, FI, HR preferred)
- Microsoft Power Apps, Power BI, SharePoint, Power Automate
- Helpdesk / ITSM tools (ServiceNow, BMC, Jira or equivalent)
- Incident & Problem Management (ITIL framework)
- Strong troubleshooting and analytical skills
- Clear written and verbal communication in English
- User training and documentation skills
- Arabic language proficiency is an advantage
Certifications
- ITIL Foundation v3/v4 — Preferred
- SAP Certified Associate – Support Consultant — Preferred
- Microsoft PL-900 or MS-900 — Added Advantage
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