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- The role serves as a first point of contact for SAP-related queries, support requests and routine administrative requirements
- Key responsibilities include user support, user and authorisation administration, basic reporting, fault finding, ticket management and general SAP Business One administration
- The role requires the ability to investigate user issues, review transactions, master data, authorisations and system behaviour, and resolve routine problems where possible
- More complex technical, SQL, Boyum, development, integration and project-related matters will be escalated to the SAP B1 Specialist
- Provide day-to-day SAP Business One support to users
- Assist users with SAP-related queries, errors and general system issues
- Investigate reported problems before escalating them
- Determine whether issues may relate to user error, authorisations, master data, transactions, configuration or business processes
- Review SAP documents, transactions and document flows when investigating issues
- Reproduce system errors where possible
- Gather relevant information, screenshots, document numbers and error messages before escalation
- Resolve routine support issues independently where appropriate
- Provide users with clear feedback and follow issues through to resolution
- Identify recurring issues and bring them to the attention of the SAP B1 Specialist
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Create and maintain SAP Business One users
- Assist with SAP user onboarding, changes and offboarding
- Maintain user settings and profiles
- Configure and maintain user authorisations based on approved requirements
- Investigate user access and authorisation-related issues
- Assist with SAP licence allocation and monitoring
- Ensure user and access changes are appropriately documented
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Assist users with standard SAP Business One reports
- Run and distribute operational reports where required
- Assist with basic SAP queries and reporting requirements
- Investigate basic report and transactional data discrepancies
- Assist with data extraction and preparation where required
- Support users with basic SAP reporting functionality
- Escalate more complex SQL, reporting or development requirements to the SAP B1 Specialist
- Perform routine SAP Business One administrative tasks
- Assist with basic system housekeeping
- Assist with master data maintenance where required
- Assist with Data Transfer Workbench (DTW) activities
- Assist with testing following system changes, updates or developments
- Assist with basic user guidance or training where required. Formal user training is managed through the organisation's training platform
- Monitor and manage SAP support tickets
- Log, categorise, prioritise and update support requests
- Ensure support tickets contain sufficient information for investigation
- Resolve routine tickets where possible
- Escalate more complex issues to the SAP B1 Specialist with the relevant supporting information
- Keep users informed regarding the status of their support requests
- Follow up on outstanding issues
- Assist with ensuring tickets are resolved and closed appropriately
- Help identify recurring support issues
- Build a good working knowledge of the company's SAP Business One processes
- Identify recurring user problems and support issues
- Highlight potential system, process or reporting improvements to the SAP B1 Specialist
- Assist with testing approved SAP changes and improvements
- Provide feedback on common user difficulties or areas requiring additional guidance
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