SAP User Administration Leader

EDV Werke is looking for a SAP User Administration Leader

Working Model: Onsite  – Kuala Lumpur

Form of cooperation: B2B Contract

Key Responsibilities:

• Problem Management Oversight – Oversee identification, evaluation, and prioritization of user issues, ensuring accurate creation and assignment of problem tickets within ticketing system.

• Escalated Issue Resolution – Analyze complex customer problems, develop resolution strategies, and guide the team in leveraging technical resources effectively.

• SAP Access Control – Ensure access requests are processed in line with documented policies and corporate compliance standards.

• Account Administration – Supervise user account activities, including password resets, activation/deactivation, and lock/unlock procedures across SAP systems.

• Incident Monitoring – Track and manage incident tickets raised to the User Administration team via ServiceNow, ensuring timely resolution and SLA adherence.

• Request Coordination – Oversee processing of requests from the IT Service Catalogue, streamlining workflow and optimizing team efficiency.

• Escalation Management – Act as the primary escalation point for advanced issues requiring 2nd Level Support or vendor involvement.

• Process Improvement – Identify opportunities for enhancing 1st Level Support procedures and implement improvements to increase reliability and efficiency.

• Root Cause Analysis – Conduct and review root cause investigations to minimize recurring problems and strengthen system stability.

• Team Development – Mentor, train, and onboard new team members, fostering continuous professional growth and knowledge sharing.

• Global Collaboration – Work closely with global IT teams and local stakeholders to ensure consistent service delivery aligned with corporate policies.

• Leadership and Reporting – Manage team performance, provide reporting on activities and metrics, and participate in leadership tasks and projects.

Must-Have Skills:

• Leadership Ability – Proven skills in leading and managing multinational teams, ensuring delivery of results with high quality and within agreed timelines.

• Educational Background – Associate Degree in Computer Science, CIS, MIS, or related technical discipline, or a minimum of 5 years of relevant professional experience.

• Team Coordination Experience – Demonstrated experience in coordinating and guiding a 1st Level Support team of at least 3–5 members.

• Communication Proficiency – Excellent verbal and written communication skills, with the ability to collaborate effectively with global teams and local stakeholders.

• SAP Authorization Knowledge – Hands-on experience in troubleshooting SAP authorizations, transactions, and user account management.

• Ticketing System Expertise – Practical experience in managing and resolving tickets through ServiceNow or similar ITSM platforms.

• End-User Troubleshooting – Strong ability to investigate, diagnose, and resolve end-user issues in a structured and efficient manner.

• Critical Thinking – Analytical mindset with strong problem-solving capabilities to address complex challenges.

• International Exposure – Professional experience working in international environments across regions such as APAC and EU.

• Adaptability and Learning – Commitment to continuous learning and ability to quickly adapt to new IT technologies and evolving environments.

Benefits:

• Competitive salary with performance-based bonuses.
• Opportunities for professional development and advancement.
• Dynamic and collaborative work environment.