ERP Support Specialist

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.

Key Responsibilities

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