Key Responsibilities

1. Incident & Problem Management

- Act as a key point of contact for SAP SD/MM incidents and production issues.

- Analyze incidents, identify root causes and coordinate resolution with internal teams, SAP support partners and vendors.

- Ensure incidents are prioritized, tracked and resolved within agreed service levels.

- Identify recurring issues and drive problem management and permanent fixes, rather than relying on workarounds.

- Conduct root cause analysis and recommend preventive measures.

- Monitor incident trends and identify opportunities to improve system stability and support quality.

- Ensure proper documentation of incidents, resolutions, known errors, and support procedures.

- Continuously improve the incident management and SAP support processes.

2. SAP SD/MM Business Analysis

- Provide functional expertise across SAP SD and MM business processes.

- Understand business requirements and translate/package them to development teams.

- Analyze existing processes, identify gaps and recommend system or process improvements.

- Work with business users to understand pain points and opportunities for automation.

- Prepare business requirements, functional specifications, process flows and solution documentation.

- Support configuration, testing and implementation of SAP solutions.

- Evaluate the impact of proposed changes across integrated business processes.

- Ensure solutions are scalable, maintainable, and aligned with business objectives.

3. Project Management & Delivery

- Lead or support SAP-related projects and system enhancement initiatives from requirements through implementation.

- Define project scope, deliverables, milestones and dependencies.

- Coordinate business users, IT teams, vendors and other stakeholders.

- Track project progress, risks, issues and dependencies.

- Facilitate workshops, requirements gathering, solution discussions and user acceptance testing.

- Coordinate testing activities, defect resolution and deployment.

- Support change management, user communication and post-implementation stabilization.

- Ensure projects deliver measurable business and operational benefits.

4. System & Process Improvement

- Proactively identify opportunities to improve SAP functionality, business processes and operational efficiency.

- Review existing processes and challenge manual, duplicated or inefficient activities.

- Identify opportunities for automation, standardization and process simplification.

- Work with business teams to redesign processes where appropriate.

- Develop business cases and recommendations for system enhancements and automation.

- Measure and communicate the benefits achieved through improvements.

- Maintain a continuous improvement roadmap for SAP SD/MM processes.

5. Stakeholder & Vendor Management

- Build strong working relationships with business stakeholders, IT teams and external vendors.

- Act as the bridge between business requirements and technical teams.

- Manage vendors to ensure timely and quality delivery of support and project outcomes.

- Challenge vendors constructively on recurring incidents, solution quality and delivery timelines.

- Facilitate discussions between stakeholders to reach practical and sustainable solutions.

- Communicate complex SAP issues in a clear and business-friendly manner.

6. Governance & Documentation

- Maintain appropriate SAP functional and process documentation.

- Support SAP release, enhancement and deployment activities.

- Maintain knowledge bases, standard operating procedures and support documentation.

- Ensure appropriate controls are in place for system changes and business processes.

7. Cross-Application Support & Business Analysis

- Provide business analysis and functional support for applications beyond SAP SD/MM, as required by the business.

- Develop an understanding of the organisation's wider application landscape and how different systems integrate with SAP.

- Support incident investigation where issues involve multiple applications or system interfaces.

- Work with application owners, technical teams and vendors to identify and resolve cross-system issues.

- Participate in enhancement and project initiatives involving applications outside of SAP.

- Assess the impact of system changes across connected applications and business processes.

- Build knowledge of key business applications and act as a flexible IT resource across the application portfolio.

- Identify opportunities to standardise processes and improve integration between applications.

8. Application & Account Maintenance

- Perform or coordinate application and user account maintenance as required.

- Manage activities such as user access requests, account creation, modification, deactivation and access reviews.

- Ensure account maintenance activities are performed in accordance with established IT security and governance requirements.

- Coordinate with relevant application owners, business users and vendors for access-related requests.

- Maintain appropriate records and documentation for account and access management.

- Support periodic access reviews and ensure timely removal or modification of access when required.

- Identify opportunities to streamline or automate account maintenance activities.

Experiences

Functional & SAP Experience

- 5+ years of experience in SAP, with strong hands-on experience in SAP SD and/or MM.

- Strong understanding of end-to-end business processes such as:

- Order-to-Cash (O2C)

- Procure-to-Pay (P2P)

- Sales order and delivery processes

- Purchasing and procurement

- Inventory management

- Material master and customer/vendor master data

- Billing and invoicing

- Goods receipt and goods issue

- Experience working with SAP integrations with other systems is highly desirable.

- Experience with SAP S/4HANA is an advantage.

Incident & Support Management

- Proven experience managing SAP production incidents and service issues.

- Strong analytical and troubleshooting skills.

- Experience with root cause analysis and problem management.

- Ability to distinguish between temporary fixes and sustainable solutions.

- Experience working with IT service management processes and SLAs.

Project Management

- Proven experience managing or leading IT/SAP projects or system enhancement initiatives.

- Strong project planning, coordination and stakeholder management skills.

- Experience with UAT, change management and implementation activities.

- Formal project management certification such as PMP, PRINCE2 or Agile certification is an advantage.

Process Improvement

- Demonstrated experience in business process improvement, automation or digitalisation.

- Ability to analyse processes end-to-end and identify inefficiencies.

- Experience with process mapping, gap analysis and continuous improvement methodologies.

- Strong commercial and business mindset, with the ability to assess the business value of proposed solutions.

Key Competencies

The successful candidate should demonstrate:

- Strong problem-solving and analytical skills

- Hands-on SAP SD/MM knowledge

- Incident and problem management expertise

- Project management capability

- Process improvement mindset

- Strong stakeholder management

- Vendor management skills

- Good communication and facilitation skills

- Ability to work independently and take ownership

- Ability to manage multiple priorities

- Ability to challenge existing processes constructively

- Strong focus on delivering practical and sustainable solutions

SAP SD/MM & Applications Business Analyst