SAP HCM Service Desk Specialist

2 days ago

San Fernando, Central Luzon, Philippines Pelozden RSS Full time ₱900,000 - ₱1,200,000 per year

Position Summary:

We are looking for an SAP HCM Service Desk Specialist to provide Level 1 and Level 2 support for our SAP S/4HANA HR (SAP HCM) system. You will be responsible for managing and resolving user issues, triaging support tickets, and ensuring timely service delivery in line with established Service Level Agreements (SLAs).

This role is ideal for someone with experience supporting SAP HCM modules who enjoys troubleshooting, process improvement, and providing excellent user support in a structured environment.

Key Responsibilities:

  • Monitor and triage incoming SAP HCM support tickets.
  • Categorize and prioritize issues based on SLA and business impact.
  • Assign tickets to the correct resolver group or resolve directly where possible.
  • Provide Level 1 and Level 2 support for:
  • Password resets and user access requests.
  • "How-to" inquiries and general user guidance.
  • Role and authorization updates.
  • User interface or workflow issues.
  • Leave balance edits and HR master data corrections.
  • Track progress to ensure SLA compliance and timely resolution.
  • Document troubleshooting steps and resolutions in the ticketing system.
  • Identify recurring problems and suggest process or system improvements.

Requirements

  • 1–3 years of experience in SAP S/4HANA HR (SAP HCM) or similar HR system support.
  • Understanding of ticketing systems and SLA-based support environments.
  • Strong analytical, problem-solving, and troubleshooting skills.
  • Excellent communication and customer service skills.
  • Reliable remote work setup with stable internet connectivity.

Preferred

  • Experience with SAP modules such as Personnel Administration (PA), Organizational Management (OM), Time Management (TM), or Payroll.
  • Knowledge of authorization concepts and workflow configurations in SAP HCM.
  • Familiarity with ITSM tools like ServiceNow, Jira, or Zendesk.

Job Type: Full-time

Work Location: In person

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