Business Analyst (SAP & Applications)

⇒ Role Summary

We are looking for an experienced SAP SD/MM Business Analyst / Consultant to support the organization in managing SAP and other applications-related incidents, delivering projects, and driving continuous improvements across business processes and systems.

The ideal candidate will have strong hands-on experience in SAP Sales & Distribution (SD) and Materials Management (MM), combined with proven capabilities in incident management, project management, process optimization, and stakeholder management.

While the primary focus will be SAP SD/MM, the successful candidate will have the opportunity to gain exposure to the wider application environment and take ownership of additional operational responsibilities, including application support, account maintenance, and cross-application initiatives.

The candidate should therefore be comfortable moving between business analysis, incident management, project delivery, process improvement and operational support depending on business priorities.

⇒ Main Responsibilities

Incident & Problem Management

• Act as a key point of contact for SAP SD/MM incidents and production issues.
• Analyze incidents, identify root causes and coordinate resolution with internal teams, SAP support partners and vendors.
• Ensure incidents are prioritized, tracked and resolved within agreed service levels.
• Identify recurring issues and drive problem management and permanent fixes, rather than relying on workarounds.
• Conduct root cause analysis and recommend preventive measures.
• Monitor incident trends and identify opportunities to improve system stability and support quality.
• Ensure proper documentation of incidents, resolutions, known errors, and support procedures.
• Continuously improve the incident management and SAP support processes.

SAP SD/MM Business Analysis

• Provide functional expertise across SAP SD and MM business processes.
• Understand business requirements and translate/package them to development teams.
• Analyze existing processes, identify gaps and recommend system or process improvements.
• Work with business users to understand pain points and opportunities for automation.
• Prepare business requirements, functional specifications, process flows and solution documentation.
• Support configuration, testing and implementation of SAP solutions.
• Evaluate the impact of proposed changes across integrated business processes.
• Ensure solutions are scalable, maintainable, and aligned with business objectives.

Project Management & Delivery

• Lead or support SAP-related projects and system enhancement initiatives from requirements through implementation.
• Define project scope, deliverables, milestones and dependencies.
• Coordinate business users, IT teams, vendors and other stakeholders.
• Track project progress, risks, issues and dependencies.
• Facilitate workshops, requirements gathering, solution discussions and user acceptance testing.
• Coordinate testing activities, defect resolution and deployment.
• Support change management, user communication and post-implementation stabilization.
• Ensure projects deliver measurable business and operational benefits.

System & Process Improvement

• Proactively identify opportunities to improve SAP functionality, business processes and operational efficiency.
• Review existing processes and challenge manual, duplicated or inefficient activities.
• Identify opportunities for automation, standardization and process simplification.
• Work with business teams to redesign processes where appropriate.
• Develop business cases and recommendations for system enhancements and automation.
• Measure and communicate the benefits achieved through improvements.
• Maintain a continuous improvement roadmap for SAP SD/MM processes.

Stakeholder & Vendor Management

• Build strong working relationships with business stakeholders, IT teams and external vendors.
• Act as the bridge between business requirements and technical teams.
• Manage vendors to ensure timely and quality delivery of support and project outcomes.
• Challenge vendors constructively on recurring incidents, solution quality and delivery timelines.
• Facilitate discussions between stakeholders to reach practical and sustainable solutions.
• Communicate complex SAP issues in a clear and business-friendly manner.

Governance & Documentation

• Maintain appropriate SAP functional and process documentation.
• Support SAP release, enhancement and deployment activities.
• Maintain knowledge bases, standard operating procedures and support documentation.
• Ensure appropriate controls are in place for system changes and business processes.

Cross-Application Support & Business Analysis

• Provide business analysis and functional support for applications beyond SAP SD/MM, as required by the business.
• Develop an understanding of the organisation's wider application landscape and how different systems integrate with SAP.
• Support incident investigation where issues involve multiple applications or system interfaces.
• Work with application owners, technical teams and vendors to identify and resolve cross-system issues.
• Participate in enhancement and project initiatives involving applications outside of SAP.
• Assess the impact of system changes across connected applications and business processes.
• Build knowledge of key business applications and act as a flexible IT resource across the application portfolio.
• Identify opportunities to standardise processes and improve integration between applications.

Application & Account Maintenance

• Perform or coordinate application and user account maintenance as required.
• Manage activities such as user access requests, account creation, modification, deactivation and access reviews.
• Ensure account maintenance activities are performed in accordance with established IT security and governance requirements.
• Coordinate with relevant application owners, business users and vendors for access-related requests.
• Maintain appropriate records and documentation for account and access management.
• Support periodic access reviews and ensure timely removal or modification of access when required.
• Identify opportunities to streamline or automate account maintenance activities.

⇒ Qualifications & Experience

• Bachelor's Degree in Information Technology or relevant fields.

Functional & SAP Experience

• More than 5 years of experience in SAP, with strong hands-on experience in SAP SD and/or MM.
• Strong understanding of end-to-end business processes such as: Order-to-Cash (O2C); Procure-to-Pay (P2P); Sales order and delivery processes; Purchasing and procurement; Inventory management; Material master and customer/vendor master data; Billing and invoicing; Goods receipt and goods issue.
• Experience working with SAP integrations with other systems is highly desirable.
• Experience with SAP S/4HANA is an advantage.

Incident & Support Management

• Proven experience managing SAP production incidents and service issues.
• Strong analytical and troubleshooting skills.
• Experience with root cause analysis and problem management.
• Ability to distinguish between temporary fixes and sustainable solutions.
• Experience working with IT service management processes and SLAs.

Project Management

• Proven experience managing or leading IT/SAP projects or system enhancement initiatives.
• Strong project planning, coordination and stakeholder management skills.
• Experience with UAT, change management and implementation activities.
• Formal project management certification such as PMP, PRINCE2 or Agile certification is an advantage.

Process Improvement

• Demonstrated experience in business process improvement, automation or digitalisation.
• Ability to analyse processes end-to-end and identify inefficiencies.
• Experience with process mapping, gap analysis and continuous improvement methodologies.
• Strong commercial and business mindset, with the ability to assess the business value of proposed solutions.

Key Competencies

• Strong problem-solving and analytical skills.
• Hands-on SAP SD/MM knowledge.
• Incident and problem management expertise; Project management capability; Strong stakeholder management.
• Process improvement mindset; Vendor management skills.
• Good communication and facilitation skills.
• Ability to work independently and take ownership; Ability to manage multiple priorities; Ability to challenge existing processes constructively.
• Strong focus on delivering practical and sustainable solution.