Support Service Lead – AMS SAP HCM

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Oversee the SAP HCM functional support team.

• Ensure that service level agreements (SLAs) are met and maintain high-quality service.

• Manage incidents, problems, and changes within the SAP environment.

• Act as the primary liaison between EIUSE and clients, including IT and Human Resources.

• Provide support and oversight for payroll processing.

• Prioritize and monitor critical support tickets.

• Validate transports and changes within the SAP environment (STMS).

• Compile key performance indicators (KPIs) and management reports.

• Ensure that functional and technical documentation is current.

• Identify opportunities for process enhancements and automation.

⛳️ Requirements

• Proven experience in incident management and SAP support.

• Proficient knowledge of SAP HCM, encompassing PA/OM, PY (Payroll), and PT (Time Management).

• Familiarity with SAP customizations (SPRO).

• Experience with eSocial and Brazilian labor laws.

• Proficient in using Service Desk tools such as Multidados, ServiceNow, Jira, etc.

• Knowledgeable in SAP environment monitoring.

• Strong team leadership and people management skills.

• Excellent communication abilities with both technical and business stakeholders.

• Capacity to perform under pressure, particularly during payroll periods.

• Analytical mindset with a focus on achieving results.

• Highly organized with robust priority management capabilities.

• Proactive approach with a commitment to continuous improvement.

• Bachelor's degree in Information Technology, Information Systems, Computer Science, Business Administration, or related fields.

• Certification in SAP HCM or SuccessFactors.

• ITIL Foundation certification.

• Experience in implementation or migration projects to S/4HANA.

• Knowledge of integrations such as IDocs, APIs, PI/PO, or CPI.

• Basic understanding of ABAP (reading and debugging).

• Proficient in technical English (reading and writing).

🏝️ Benefits

• No benefits were specified in the job description.