Specialist Enterprise Support (SAP)

About the Company

Founded in 1988 as a cornerstone of Saudi Arabia’s strategic initiative to achieve self-sufficiency in civil and military aircraft maintenance, overhaul, and modifications, our organization has evolved into a leader in aviation, space, and defense technologies. Through strategic technology transfer and the development of local talent, we are committed to delivering world-class solutions that align with Vision 2030. Our mission is to provide high-quality aviation products and services that exceed customer expectations while ensuring long-term profitability and operational excellence.

Job Summary

We are seeking a highly skilled and experienced Specialist Enterprise Support (SAP) to provide advanced operational and technical-functional support for our SAP S/4HANA environment and related enterprise applications. In this critical role, you will be responsible for ensuring the availability, performance, stability, and continuity of our SAP systems by managing complex incidents, changes, releases, integrations, and vendor escalations. Your expertise will be instrumental in maintaining seamless business operations and driving continuous improvement across the SAP landscape.

Key Responsibilities

• Advanced Technical Support: Deliver Level 2 and Level 3 support for SAP S/4HANA and related enterprise applications, addressing complex system incidents, service requests, recurring problems, and performance issues with precision and efficiency.
• Root-Cause Analysis & Resolution: Conduct thorough root-cause analysis to identify underlying issues and implement sustainable corrective and preventive actions, ensuring long-term system reliability and minimizing disruptions.
• System Monitoring & Maintenance: Proactively monitor system availability, interfaces, background jobs, workflows, reports, and integrations to identify potential issues before they impact operations. Coordinate with cross-functional teams, including SAP Basis, developers, infrastructure, cybersecurity, and external support partners, to resolve critical incidents.
• Change & Release Management: Manage SAP changes, patches, transports, releases, and production deployments in strict adherence to formal change-management procedures, ensuring minimal risk and maximum system stability.
• Module-Specific Support: Provide specialized support for SAP modules such as FI/CO, MM, SD, PP, PM, PS, EAM, or GRC, based on your assigned area of responsibility, ensuring alignment with business processes and requirements.
• Documentation & Knowledge Management: Maintain accurate incident, problem, change, configuration, and knowledge records in the IT service-management platform. Develop and update operational documentation, support procedures, knowledge articles, and recovery instructions to enhance team efficiency and system resilience.
• Vendor & SLA Management: Monitor vendor performance and ensure that incidents and service requests are resolved within agreed Service Level Agreements (SLAs), escalating issues as necessary to maintain service quality.
• User Administration & Security: Support user administration, role assignments, access reviews, segregation-of-duties controls, and audit requirements to ensure compliance with security policies and regulatory standards.
• System Enhancements & Testing: Assist with system testing, upgrades, enhancements, integrations, data migration, cutover activities, and post-go-live stabilization to ensure smooth transitions and optimal system performance.
• Continuous Improvement: Identify opportunities to enhance system reliability, automate support activities, and reduce recurring incidents. Participate in business continuity, disaster-recovery, and system-restoration testing to safeguard operational resilience.

Qualifications & Experience

• Education: Bachelor’s degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field.
• Experience: Minimum of 5–7 years of hands-on experience supporting SAP or comparable enterprise applications, with a strong focus on SAP S/4HANA application support, incident management, problem management, and production operations.
• Technical Proficiency: In-depth knowledge of one or more SAP modules, such as FI/CO, MM, SD, PP, PM, PS, EAM, or GRC. Experience with SAP Fiori, workflows, interfaces, background jobs, transports, reporting, roles, and authorization concepts is essential.
• SAP Ecosystem Knowledge: Understanding of SAP Basis, integration, databases, infrastructure, backup, monitoring, and disaster-recovery principles, along with experience working with ITSM tools and ITIL-based processes for incident, problem, change, and release management.
• Vendor & Contract Management: Proven experience managing SAP vendors, implementation partners, support contracts, and SLAs to ensure optimal service delivery and cost efficiency.
• Industry Preference: Prior experience in the aerospace, defense, aviation, Maintenance, Repair, and Overhaul (MRO), or manufacturing sectors is highly desirable.
• Certifications: Relevant SAP and ITIL certifications are preferred and will be considered a strong advantage.
• Soft Skills: Exceptional troubleshooting abilities, analytical thinking, strong documentation skills, effective communication, and the capacity to manage stakeholders at all levels are critical for success in this role.