SAP Support Senior Engineer

The SAP Support Senior Engineer is a senior functional role responsible for refining and maintaining the stability and operational excellence of SAP solutions supporting core retail business processes by designing, developing and delivering solutions to increase efficiencies. This position provides deep L2/L3 support expertise, leads issue resolution for complex production incidents, and partners with cross-functional teams to deliver sustainable, standards-based solutions. The role actively supports the SAP ECC environment while contributing to S/4HANA readiness, testing, and future-state design as part of an ongoing enterprise transformation. This role will assume S/4 HANA support as modules are implemented within the environment.

Principal Duties:

• Provide L2/L3 functional support for SAP applications, with primary expertise in either SAP POS / CAR or SAP Supply Chain.

• Analyze, troubleshoot, and resolve production incidents, problems, and service requests, ensuring minimal business disruption.

• Serve as a functional escalation point for complex issues, collaborating with technical teams and external vendors to drive resolution.

• Analyze business needs and provide guidance on SAP functionality, standard processes, and configuration options.

• Configure SAP solutions within area of expertise while understanding cross-module impacts across finance, inventory, sales, and reporting.

• Investigate defects and enhancement requests; document findings and translate them into functional solutions or configuration changes.

• Deliver solutions that maximize standard SAP functionality and minimize unnecessary customization.

• Actively support both SAP ECC and SAP S/4HANA environments during the multi-year transformation program.

• Participate in S/4HANA readiness activities, including impact analysis, functional validation, and defect resolution, when applicable.

• Support testing cycles related to S/4HANA conversions, migrations, and phased deployments, when applicable.

• Provide functional input into future-state S/4HANA design, particularly as it relates to operational support and stability.

• Collaborate with other SAP functional teams to ensure end-to-end process integrity, especially where modules intersect.

• Create and execute functional test scripts for fixes, enhancements, upgrades, and service packs.

• Serve as a functional resource for SAP upgrades, enhancement packs, and new feature adoption.

• Validate changes prior to production deployment to ensure stability and alignment with business requirements.

• Maintain and enhance support documentation, runbooks, and functional process documentation.

• Participate in root cause analysis, post-incident reviews, and lessons learned.

• Identify gaps in processes or tooling and recommend operational and system improvements.

• Follow all IT Service Management (ITSM) processes, including incident, problem, change, and release management.

• Ensure all changes are properly documented, tested, and approved prior to implementation.

• Leverage enterprise IT standards and shared services to deliver consistent, compliant solutions.

• Stay current on SAP S/4HANA, SAP POS, SAP CAR, and Supply Chain roadmaps and capabilities.

• Continuously grow technical and functional knowledge through training, research, and professional engagement.

• Ability to work effectively both independently and within a team environment

• Strong analytical, troubleshooting, and problem-solving skills

• Excellent written and verbal communication skills; ability to communicate technical concepts to non-technical audiences

• Strong customer service orientation with a focus on operational reliability

• Ability to manage multiple priorities in a fast-paced environment

• Proven self-starter with sound judgment and decision-making skills

• Ability to learn new technologies and business processes quickly

• Ability and willingness to provide 24/7 on-call support as part of a rotation

Basic Qualifications:

• Bachelor’s degree in Information Technology, Engineering, or a related technical discipline preferred

• 5-10 years of SAP experience in a production support or functional analyst role within a retail environment

• Strong understanding of retail industry (supply chain, finance, store operations, forecasting & replenishment)

• Hands-on experience supporting SAP ECC, with direct involvement in SAP S/4HANA implementations or conversions strongly preferred

• Deep functional expertise in one of the following areas:

• SAP POS / SAP CAR (Customer Activity Repository), OR

• SAP Supply Chain (MM, SD, WM, related logistics processes)

• Working knowledge of additional SAP modules, such as:

• SAP Retail / IS-Retail

• FI/CO

• Integration technologies (IDOCs, EDI, interfaces)

• Proven ability to analyze complex business issues and support integrated SAP environments

• Experience supporting third-party or vendor solutions integrated with SAP