The SAP Support Analyst will be responsible for providing consistent high-quality customer service and functional/technical support for Baker McKenzie’s financial application. Also responsible for resolving issues in a timely and efficient manner, and escalating to support groups when necessary.


  • Provide initial assessment and troubleshooting of inbound issues
  • Apply knowledge and understanding of B&M IT Landscape to effectively triage or resolve technical and functional incidents reported by SAP end-user and super-users
  • Record, track and monitor incidents and service requests following the defined Incident Management Process. Provide an accurate record of each incident description and resolution
  • Escalate incidents to the appropriate second-level support team and coordinate support for unresolved technical issues, following defined escalation procedures
  • Manage resolution of issues efficiently and professionally.  Monitors ongoing jobs and ensures immediate resolution of the reported problem
  • Liaise between end-user community and technical teams towards resolution of the reported problem
  • Provide on-time status and communication to end-users regarding outstanding and resolved incidents
  • Proactively increase the efficiency of the day-to-day operations by suggesting improvements regarding tools and processes
  • Maintain strong working knowledge of supported systems and continually strives to enhance knowledge through ongoing training, reading, and participating in projects and improvement initiatives
  • Communicate to management on high-impact technical issues
  • Follow SAP Help Desk procedures, policies and processes diligently and accurately
  • Provide back-up support for other team members, as required
  • Any other project or tasks assigned by management

Skills and Experience:

  • Some support experience for SAP in any of the following modules: Financial Accounting and Controlling, Sales and Distribution, Materials Management, Business Intelligence, or Project Systems
  • Some proven experience with incident management tools
  • Good process methodology experience
  • Excellent verbal and written communication skills;  Must be able to speak and write fluent English with advanced grammar and composition skills
  • Excellent Customer Service skills
  • Thoroughness in terms of following defined processes diligently and accurately
  • Drive and ability to see problems through to resolution
  • Well-developed interpersonal skills and ability to work in a team environment
  • Ability to quickly learn and understand new technology and applications
  • Has initiative, sense of responsibility, and commitment to work
  • Willing to work overtime as necessary
  • Willing to work on shifting schedule
  • Able to work in fast paced, stressful environment
  • Excellent problem-solving, and decision-making skills and keen attention to detail
  • Accounting background or knowledge of financial applications is an advantage but not required