We are seeking a highly skilled and proactive SAP Fieldglass Production Support Specialist to join our IT or Operations team. In this critical role, you will be responsible for monitoring and maintaining the stability of our SAP Fieldglass system in a live production environment. You will troubleshoot issues, respond to user queries, and ensure the smooth operation of our contingent workforce management platform. This position requires strong technical knowledge of Fieldglass functionalities, excellent problem-solving skills, and the ability to collaborate effectively with various stakeholders to resolve issues promptly and minimize disruption.

Key Responsibilities :

System Monitoring & Maintenance :

- Continuously monitor the SAP Fieldglass system for errors, performance issues, and potential disruptions to ensure high availability and optimal performance.

- Perform routine checks and preventative maintenance activities to proactively identify and address potential problems.

Incident Management :

- Quickly diagnose and resolve production incidents, including but not limited to data inconsistencies, system crashes, integration failures, and user access problems.

- Effectively prioritize and escalate critical issues to relevant internal teams (e.g., development, infrastructure) or external vendors (e.g., SAP support) when necessary, ensuring timely resolution.

- Document incident details, resolution steps, and root cause analysis for future reference and continuous improvement.

User Support & Training :

- Serve as the primary point of contact for end-user queries related to SAP Fieldglass.

- Provide comprehensive technical assistance and guidance on various Fieldglass functionalities, including requisition creation, worker profile management, timesheet submission, expense reporting, and invoice processing.

- Train users in best practices, new features, and system updates within the Fieldglass platform to enhance user adoption and efficiency.

Troubleshooting & Problem Solving :

- Utilize strong analytical and problem-solving skills to investigate complex issues, identify root causes, and implement effective solutions.

- Collaborate with business users, IT teams, and external partners to understand requirements, troubleshoot issues, and implement system enhancements.

Documentation & Reporting :

- Maintain up-to-date documentation for system configurations, support procedures, common issues, and their resolutions.

- Generate reports on system performance, incident trends, and user support metrics.

Required Skills and Qualifications :

- Experience : Minimum of 3-5 years of experience in supporting and maintaining SAP Fieldglass in a production environment.

- Technical Knowledge : Strong technical knowledge of core SAP Fieldglass functionalities, modules, and processes related to contingent workforce management (e.g., Sourcing, Onboarding, Time & Expense, Invoicing, Analytics).

- Problem-Solving : Excellent analytical and problem-solving skills with the ability to quickly diagnose and resolve complex technical issues.

- Communication : Exceptional verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users and collaborate effectively with diverse stakeholders.

- User Focus : A strong commitment to providing excellent user support and a customer-centric approach.

- Collaboration : Proven ability to work collaboratively in a team environment and interact effectively with cross-functional teams, including IT, HR, Procurement, and external vendors.

- Proactiveness : Ability to monitor systems proactively, anticipate potential issues, and take preventative measures.

- Adaptability : Ability to manage multiple priorities in a fast-paced production support environment.

Preferred Qualifications :

- Experience with SAP Fieldglass integrations with other enterprise systems (e.g., ERP, HRIS).

- Familiarity with ITIL best practices for incident, problem, and change management.

- Experience with reporting tools within Fieldglass or external reporting solutions.

- Bachelor's degree in Information Technology, Computer Science