SAP Project Manager - ITSM/ITIL (7-14 yrs)

Location : Chennai only

Mode : Hybrid

Mandate skills : ITSM/ITIL

Experience level : 10-15 years

NP : Immediate joiners/February serving max.

Roles & Responsibilities :

- Responsible for Application Support for SAP S4H Public Cloud, SAP Concur, HubSpot, DarwinBox, Service Now, Plan View & custom applications

- Manage overall prioritizations between production incidents/problems, release management, upgrades, and new application implementation

- Track and report on metrics for tickets assigned to and handled by the Application Support team

- Serve as a point of escalation for customer incidents; ensuring the appropriate resources are engaged for timely action and proper traction

- Lead and triage incidents and service requests assigned to team queues in ServiceNow

- Track progress of assigned tickets with a focus on meeting delivery deadlines and SLA's

- Develop knowledge management database for employee self service of incidents

- Conduct monthly meetings with super users and support team for monthly production release and support status update

- Should have familiarity with the compliance and audit requests including monthly internal reviews, quarterly IT self-testing, semi-annual internal audits and annual external audits

- Familiarity with SAP Public Cloud including IAS, C4P, MDI, ALM, DRC, MBC, Ariba CIM

Additional Skills :

- Should have familiarity with the compliance and audit requests including monthly internal reviews, quarterly IT self-testing, semi-annual internal audits and annual external audits

- Familiarity with Project Manager with Application Support background, overall 10-15 years experience, with at least 5 years in SAP

- Certifications - PMP / Prince , ITIL

- Exposure to SAP environment comprising S4H Public Cloud, IAS, C4P, MDI, ALM, DRC, MBC & Ariba CIM management, upgrades, and new application implementation

- Track and report on metrics for tickets assigned to and handled by the Application Support team

- Serve as a point of escalation for customer incidents; ensuring the appropriate resources are engaged for timely action and proper traction

- Lead and triage incidents and service requests assigned to team queues in ServiceNow

- Track progress of assigned tickets with a focus on meeting delivery deadlines and SLA's

- Develop knowledge management database for employee self service of incidents

- Should have familiarity with the compliance and audit requests including monthly internal reviews, quarter

- Strong analytical, problem solving skills

- Excellent written and verbal communication skills with the ability to impart ideas in both technical and user-friendly language

- Strong Coordination skills and negotiating with stakeholders to prioritize CRs / Projects

- Ability to acquire new knowledge, adapt to rapidly changing SAP technologies

Interview Process : 2 Technical