SAP Consultant

SAP Ariba Support Consultant – 1st & 2nd Line Support Please contact: Suhayra Dollie – sdollie@welovesalt.com | 065 971 1280 (WhatsApp) or Visit https://welovesalt.com/jobs/sap-ariba-consultants-714626 Position Overview The SAP Ariba Support Consultant will provide 1st and 2nd line application support to business users across Brazil and Argentina , ensuring the effective day-to-day operation of SAP Ariba solutions. The role will troubleshoot and resolve user queries, incidents and application issues, identify recurring problems, manage escalations and contribute to continuous improvement. The consultant will work closely with business users, process owners, SAP Ariba functional and technical teams, IT support and SAP/vendor support. Reporting to: Reporting Team Lead and/or SAP Ariba Support Manager Geographic scope: Brazil and Argentina Support level: 1st and 2nd Line Application Support Key Responsibilities 1. 1st & 2nd Line SAP Ariba Support Act as a key point of contact for SAP Ariba users requiring support. Log, categorise, prioritise and manage incidents and service requests in line with SLAs. Provide timely, professional user support and regular progress updates. Troubleshoot SAP Ariba functionality, navigation, processes and common errors. Investigate more complex functional issues, including workflow, approval, configuration and integration-related problems. Reproduce issues where required and identify potential root causes. Determine whether issues relate to user error, business process, configuration, integration or system functionality. Provide workarounds and permanent solutions where possible. Escalate complex issues to functional, technical or vendor support teams. Monitor escalated issues through to resolution. 2. SAP Ariba Functional Support Provide support across relevant SAP Ariba solutions and processes, including: SAP Ariba Buying & Invoicing SAP Ariba Buying and Guided Buying SAP Ariba Sourcing and Contracts Supplier onboarding and enablement Purchase requisitions and purchase orders Approval workflows Catalogues and invoice processing User access and roles Master data SAP Ariba integration with SAP ERP/SAP S/4HANA 3. Incident & Problem Management Manage incidents in accordance with established IT service-management processes. Monitor SLA performance, ticket ageing and outstanding issues. Identify recurring incidents and contribute to problem management and root-cause analysis. Maintain accurate support records and ensure resolutions are properly documented. Contribute to continuous improvement of support processes. 4. User & Stakeholder Management Provide professional support to users across Brazil and Argentina. Build strong relationships with business users, process owners and IT stakeholders. Communicate technical and functional issues clearly to technical and non-technical audiences. Manage user expectations regarding resolution times and priorities. Identify opportunities to improve the user experience and reduce recurring issues. 5. Reporting & Performance Management Prepare and maintain SAP Ariba support reports and dashboards. Monitor ticket volumes, ageing, SLA performance, resolution times and recurring issues. Provide regular support-performance updates to the Reporting Team Lead and/or SAP Ariba Support Manager. Identify trends, risks and areas requiring management attention. Use support data to identify opportunities for automation and process improvement. 6. Knowledge Management & Continuous Improvement Create and maintain knowledge articles, FAQs, user guides and troubleshooting documentation. Document known errors, workarounds and solutions. Share knowledge with 1st line support and other relevant teams. Identify opportunities to improve SAP Ariba processes, support procedures and user adoption. Support SAP Ariba releases, upgrades, testing and change activities. Provide feedback on enhancements based on user requirements and support trends. Required Experience & Skills Essential Previous experience supporting SAP Ariba in a production environment . Experience providing 1st and/or 2nd line SAP application support. Good understanding of SAP Ariba procurement processes. Strong troubleshooting and analytical skills. Experience with incident and service-request management. Ability to investigate issues and identify root causes. Experience working directly with business users and functional stakeholders. Strong communication and stakeholder-management skills. Ability to manage multiple incidents and competing priorities. Understanding of IT service-management principles and SLA management. Strong documentation and reporting skills. Desirable Experience with SAP Ariba Buying, Guided Buying, Sourcing, Contracts or Buying & Invoicing. Experience with SAP ERP/S/4HANA integration with SAP Ariba. Knowledge of SAP Ariba workflows, approvals and configuration. Experience with SAP Ariba APIs, interfaces or integration technologies. ITIL certification or practical ITIL experience. Experience in a multinational/shared-services environment. Experience supporting users across Latin America. Language Requirements Portuguese: Strong business proficiency preferred for Brazilian users. Spanish: Strong business proficiency preferred for Argentine users. English: Good professional proficiency required for interaction with global IT, SAP and support teams. Personal Attributes Strong customer-service focus. Structured and analytical approach to problem solving. Excellent attention to detail. Strong ownership and accountability. Ability to work effectively under pressure. Excellent communication and stakeholder-management skills. Ability to work independently and collaboratively. Proactive approach to identifying recurring problems. Continuous-improvement mindset. Key Performance Indicators Performance may be measured against: First-contact/1st line resolution rate. 2nd line resolution rate. SLA compliance. Response and resolution times. Ticket backlog and ageing. Recurring incidents. User/customer satisfaction. Quality of support documentation. Root-cause analysis and problem resolution. Knowledge-base contribution. Effective support of SAP Ariba releases and changes. Role Objective The overall objective is to provide high-quality, timely and customer-focused SAP Ariba application support to users in Brazil and Argentina, ensuring incidents are resolved efficiently, recurring problems are addressed, and SAP Ariba continues to support the organisation's procurement processes effectively.