Sap L1 Support Analyst

Nexgen Connect Pvt Ltd is a dynamic technology and services company dedicated to delivering reliable and efficient solutions for critical business operations. The organization prioritizes customer-centric support and streamlined processes, leveraging leading enterprise platforms like SAP to help clients enhance their performance. Employees at Nexgen Connect benefit from a collaborative environment that encourages continuous learning and practical innovation. The company offers exposure to various industries and structured problem-solving opportunities, enabling professionals to develop both technical and functional expertise.

The SAP L1 Support Analyst role is a full-time, on-site position based in Model Town, Lahore. This role focuses on providing first-level support to SAP users, primarily handling routine system issues within SAP modules such as SAP FICO. Daily responsibilities include monitoring and managing support tickets, analyzing user-reported problems, documenting incidents, and performing basic troubleshooting. The analyst will escalate complex issues to higher-level support teams, assist with testing minor system changes, and contribute to the smooth operation of business processes. Close collaboration with end users, IT teams, and functional consultants is essential, along with maintaining clear communication and accurate records of support activities. The working hours are aligned with U.S. business hours, typically eight hours per day, five days a week, with the exact shift to be confirmed. English is the primary working language.

Key Responsibilities
- Manage user inquiries related to SAP Finance or Sales modules, logging and tracking support tickets efficiently.
- Follow established procedures to troubleshoot common issues, assist with access requests, and provide basic user guidance.
- Escalate unresolved or complex issues to the Level 2 support team, ensuring relevant information is communicated and users are kept informed about progress.
- Collaborate closely with end users, IT teams, and functional consultants to maintain smooth business operations.
- Document incidents and support activities accurately to facilitate knowledge sharing and process improvement.
- Assist in testing minor changes and updates within SAP modules to ensure system stability.

Required Qualifications
- Experience using SAP or providing SAP user support, particularly with familiarity in either the FICO or SD modules.
- Basic understanding of financial or sales processes, including sales orders, deliveries, and billing workflows.
- Proficiency in English with strong communication skills to interact effectively with overseas users via email, support tickets, and online meetings.
- Availability to work U.S. business hours, which may include evening or night shifts depending on location.
- Strong customer service orientation, excellent communication, and documentation skills.
- Ability to follow support procedures and manage support tickets through to resolution.

Preferred Qualifications and Benefits
- Experience working in an IT service desk, international user support, or shared services environment.
- Familiarity with ticketing systems such as ServiceNow or Jira.
- Experience supporting SAP ECC or S/4HANA platforms.
- Strong analytical skills to understand issues, interpret data, and identify root causes effectively.
- Technical support and troubleshooting capabilities to resolve L1 queries and guide users through solutions.
- Understanding of business processes and SAP FICO to support finance-related workflows and ensure compliance with system processes.
- Additional skills such as familiarity with other SAP modules, basic SQL or database knowledge, and experience with ITSM tools are advantageous.
- A bachelor’s degree in Information Technology, Computer Science, Business, or a related field is preferred.
- Strong communication skills and the ability to work collaboratively in an on-site environment.

This role offers an excellent opportunity for professionals seeking to build a career in SAP support within a growing and innovative technology company.