Responsibilities
- Monitor incident queues in ServiceNow for designated functional areas
- Conduct initial assessment and categorization of support tickets
- Engage directly with affected users to gather details on reported problems
- Investigate issues to identify root causes and determine resolution paths
- Implement SAP configuration adjustments to address operational issues
- Liaise with technical teams when development or cross-module support is necessary
- Collaborate with business stakeholders to confirm solutions and collect testing documentation
- Record findings, actions, and resolution outcomes following support procedures
