firstPRO, Inc
SAP Technical Support Specialist (Newark)
firstPRO, Inc, Newark, Delaware, United States, 19711
We are in need of a SAP Support Specialist to provide front-line operational assistance for enterprise resource planning systems, ensuring stable day-to-day performance and smooth execution during major deployment events. This role works closely with project leadership, implementation partners, and the Service Desk to maintain system health, guide end users, and uphold support standards throughout the ERP lifecycle.
Core Responsibilities ERP Issue Intake & Resolution Act as the initial point of contact for ERP-related incidents and service requests. Perform Level 1/2 troubleshooting, escalating issues according to ITIL/ITSM practices. Oversee inbound tickets in ServiceNow to ensure timely handling and adherence to support expectations. Testing, Cutover & Deployment Readiness Provide extended coverage during system testing, cutover activities, and launch periods. Engage daily with PMO teams and implementation partners to review transition plans, outstanding risks, and required dependencies. Conduct routine environment checks to verify system stability and availability ahead of key milestones. User Access & System Preparation Confirm users are properly provisioned with system accounts, authentication tools, and access resets. Validate workstation setup, device connectivity, and peripheral functionality associated with ERP-driven workflows. Documentation & Knowledge Transfer Create and update How-To guides, support documentation, runbooks, and knowledgebase articles. Equip the wider Helpdesk team with training on ERP procedures, common problems, and escalation paths. User Communications & Stakeholder Interaction Deliver clear updates regarding outages, known issues, changes, and progress during incident resolution. Provide on-site support during location rollouts, assisting with hardware and process-related questions. Operational Flexibility Participate in after-hours or on-call rotations during critical testing and deployment stages. Assist with general Helpdesk responsibilities during non-peak ERP periods, ensuring consistent queue coverage and warm transitions.
Qualifications Experience supporting ERP applications; exposure to
SAP S/4HANA
is highly advantageous. Familiarity with ITIL/ITSM service management frameworks and enterprise ticketing tools such as ServiceNow. Strong interpersonal and communication skills with the ability to support diverse user groups. Ability to operate effectively in time-sensitive, high-visibility environments.
Core Responsibilities ERP Issue Intake & Resolution Act as the initial point of contact for ERP-related incidents and service requests. Perform Level 1/2 troubleshooting, escalating issues according to ITIL/ITSM practices. Oversee inbound tickets in ServiceNow to ensure timely handling and adherence to support expectations. Testing, Cutover & Deployment Readiness Provide extended coverage during system testing, cutover activities, and launch periods. Engage daily with PMO teams and implementation partners to review transition plans, outstanding risks, and required dependencies. Conduct routine environment checks to verify system stability and availability ahead of key milestones. User Access & System Preparation Confirm users are properly provisioned with system accounts, authentication tools, and access resets. Validate workstation setup, device connectivity, and peripheral functionality associated with ERP-driven workflows. Documentation & Knowledge Transfer Create and update How-To guides, support documentation, runbooks, and knowledgebase articles. Equip the wider Helpdesk team with training on ERP procedures, common problems, and escalation paths. User Communications & Stakeholder Interaction Deliver clear updates regarding outages, known issues, changes, and progress during incident resolution. Provide on-site support during location rollouts, assisting with hardware and process-related questions. Operational Flexibility Participate in after-hours or on-call rotations during critical testing and deployment stages. Assist with general Helpdesk responsibilities during non-peak ERP periods, ensuring consistent queue coverage and warm transitions.
Qualifications Experience supporting ERP applications; exposure to
SAP S/4HANA
is highly advantageous. Familiarity with ITIL/ITSM service management frameworks and enterprise ticketing tools such as ServiceNow. Strong interpersonal and communication skills with the ability to support diverse user groups. Ability to operate effectively in time-sensitive, high-visibility environments.