Application Support Engineer (SAP HCM)

Overview

The client is looking for an Application Support Engineer to deliver day-to-day operational and end-user support for essential HR business systems. The role centers on keeping enterprise applications running smoothly by handling requests, diagnosing issues, maintaining support knowledge, and helping ensure reliable service delivery.

This opportunity suits professionals with experience in application support, production support, helpdesk, or SAP HCM environments, especially those who enjoy structured troubleshooting and providing dependable user assistance.

Key Responsibilities

• Own and close application incidents, service requests, and user queries while meeting agreed service targets.
• Record, classify, monitor, follow through, and complete requests accurately and within the expected timeframe.
• Assess application problems, trace underlying causes, and deliver practical fixes or temporary workarounds.
• Assist users through phone, email, and ticket-based support channels.
• Create and update a support knowledge library with FAQs, troubleshooting references, workflows, procedures, and case examples.
• Keep all support documents current and reliable.
• Share system communications such as scheduled maintenance notices, outage alerts, software rollout instructions, and enhancement updates.
• Review ticket patterns and support trends to spot repeat issues and suggest process improvements.
• Compile routine support and helpdesk reports, including recommendations to lower repeat incidents.
• Support audit requirements by providing system logs, records, and relevant support evidence.
• Refine support workflows and operating procedures whenever needed.
• Work with business stakeholders, project teams, and technical teams to resolve issues and improve service outcomes.
• Take part in operational reviews and other assigned support activities.

Requirements

• A Diploma or Degree in Computer Science, Information Systems, Engineering, or an equivalent field.
• At least 2 years of experience in application support, production support, helpdesk, or IT support roles.
• Strong understanding of information technology and enterprise application support practices.
• SAP HCM ERP exposure will be an added advantage.
• Working familiarity with incident handling, ticketing tools, and service management processes.
• Solid troubleshooting ability with strong analytical thinking and root-cause investigation skills.
• Clear verbal and written communication skills.
• A customer-oriented mindset, initiative, and the ability to work independently.
• Strong attention to detail and a consistent focus on service quality.

Additional Information

EA License No. 02C3423

Personnel Registration No. R1105160

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