SAP SD & MM Support Analyst – Level 1 (L1)
Trinity Workforce Solutions, Inc. Quezon City
Job Description
The SAP SD & MM Level 1 (L1) Support Analyst provides first-line functional support for Sales and Distribution (SD) and Materials Management (MM) modules. The role focuses on incident logging, initial troubleshooting, and resolution of common user and transactional issues related to sales, delivery, billing, purchasing, and inventory processes.Complex system configuration or functional issues are escalated to Level 2 (L2) or Level 3 (L3) support teams with proper documentation and analysis.
Key Responsibilities
L1 Ticket Handling & Support- Monitor and manage SAP incidents and service requests through the ticketing system.
- Provide initial diagnosis and resolution for L1 SAP SD and MM issues.
- Ensure compliance with defined SLAs and support procedures.
- Resolve common SD-related issues such as:
- Pricing determination errors
- Sales order creation or update issues
- Delivery and billing blocks
- Incomplete or incorrect sales documents
- Validate SD master data, including customers, materials, and pricing conditions.
- Guide end users on correct sales and delivery processes.
- Resolve common MM-related issues such as:
- Purchase Order (PO) creation or release failures
- Goods Receipt (GR) and Invoice Receipt (IR) mismatches
- Stock and inventory posting errors
- Vendor master and material master data issues
- Assist users in basic procurement, inventory, and invoice verification processes.
- Identify and correct user errors and master data gaps within defined authorization limits.
- Coordinate with master data teams for changes beyond L1 scope.
- Provide user guidance and basic process explanations to prevent repeat issues.
- Escalate complex functional, configuration, or system issues to L2/L3 with:
- Clear problem description
- Screenshots, error messages, and replication steps
- Initial analysis already performed
- Follow up on escalated tickets and keep users informed of progress.
- Maintain accurate ticket notes, resolution details, and root cause summaries.
- Contribute to knowledge base articles and FAQs for recurring issues.
- Follow ITIL-based incident and service request processes.
Required Skills & Qualifications
Technical & Functional Skills- Basic understanding of SAP SD and MM business processes.
- Familiarity with common SAP transactions related to:
- SD: Sales orders, deliveries, billing, pricing
- MM: Purchasing, goods receipt, invoice verification, inventory
- Experience working with ITSM/ticketing tools (e.g., ServiceNow, Remedy, Jira).
- Ability to analyze issues logically and perform basic troubleshooting.
- Strong written and verbal communication skills.
- Customer-focused mindset with the ability to support end users effectively.
- Bachelor's degree in information technology, Business, or a related field (preferred).
- 3-4 years of experience in SAP support, ERP support, or service desk operations.
- SAP SD/MM training or certification is an advantage but not required.
- Understanding of ITIL processes for incident and problem management.
- Willingness to work in shifts or provide on-call support if required.
- Eagerness to learn and grow toward L2/L3 SAP functional roles.
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