Service Delivery Assistant: Contingent worker
Job Summary
The Service Delivery Assistant will support day-to-day service delivery operations with a strong focus on SAP and ERP systems. This role ensures smooth coordination between business users, IT teams, and vendors to meet service level agreements (SLAs), maintain system effectiveness, and support continuous improvement initiatives across ERP-enabled processes.
Key Responsibilities
Service Delivery & Operations
- Support end-to-end service delivery activities for SAP and other ERP applications.
- Monitor and track incident, request, and problem tickets to ensure timely resolution.
- Ensure adherence to SLAs, KPIs, and operational standards.
- Assist in coordinating system maintenance, upgrades, and enhancement activities.
SAP & ERP Support
- Provide Level 1 / Level 2 functional support for SAP modules (e.g., MM, SD, FICO, HCM, or others).
- Support ERP transaction processing, data validation, and master data management.
- Assist users with system navigation, issue resolution, and process clarifications.
- Coordinate with functional and technical teams for defect fixes and system changes.
Stakeholder & Vendor Coordination
- Act as a point of contact between business users, IT teams, and external vendors.
- Escalate issues appropriately and follow through to closure.
- Participate in service review meetings and contribute to improvement plans.
Documentation & Reporting
- Maintain process documentation, SOPs, and knowledge articles.
- Prepare regular service delivery reports, dashboards, and metrics.
- Support audit activities and compliance requirements related to ERP operations.
Continuous Improvement
- Identify opportunities to improve process efficiency, system usage, and service quality.
- Support UAT activities and post-implementation reviews.
- Assist in change management and user communication initiatives.
Required Skills & Qualifications
Technical Skills
- Hands-on experience with SAP or other ERP systems (Oracle ERP, Microsoft Dynamics, etc.).
- Basic understanding of ITIL processes (Incident, Problem, Change Management).
- Familiarity with ticketing tools (ServiceNow, Remedy, Jira, or similar).
- Proficiency in MS Excel, Word, and PowerPoint.
Functional & Soft Skills
- Strong coordination and communication skills.
- Ability to manage multiple tasks and meet deadlines.
- Customer-focused mindset with strong problem-solving abilities.
- Attention to detail and documentation skills.