SAP L1 Support Analyst

As an SAP L1 Support Analyst, you will be the first point of contact for end users encountering issues with SAP systems. You will provide basic troubleshooting, resolve common user errors, and escalate technical or functional issues to L2/L3 support as needed. This role plays a key part in ensuring smooth and uninterrupted SAP operations.

Your future duties and responsibilities

• Serve as the initial point of contact for SAP-related incidents and service requests (via ticketing system, email, or phone).
• Perform basic troubleshooting for SAP modules (e.g., login issues, navigation, missing transactions, etc.).
• Document, categorize, and prioritize incoming requests in the ITSM /ticketing system (Service Now).
• Provide guidance to end users on standard SAP processes and procedures.
• Escalate complex issues to L2/L3 functional or technical teams with relevant details.
• Monitor system alerts and job failures and initiate standard operating procedures as defined.
• Support password resets, user role access verification, and basic master data updates (if authorized).
• Assist with testing activities during patching, upgrades, or transport movement (under guidance).
• Maintain support documentation and update the knowledge base for recurring issues.
  
  

Required Qualifications To Be Successful In This Role

• Bachelor’s degree in IT, Computer Science, Business, or related field (or equivalent experience).
• 0–2 years of experience in IT support or SAP user environment.
• SAP training or certification (optional but a plus, e.g., SAP Learning Hub or openSAP).
• Basic knowledge of SAP ERP (S/4HANA or ECC) – exposure to at least one functional area like MM, SD, HCM, etc.
• Familiarity with ticketing tools (ServiceNow).
• Strong analytical, communication, and problem-solving skills.
• Ability to follow standard procedures and escalation protocols.
• Proficiency with Microsoft Office tools (Excel, Word, Outlook).
• Customer-oriented mindset with good interpersonal skills.
• Ability to work in a fast-paced and team-oriented environment.
• Willingness to learn and grow into more advanced SAP roles.
• Fluent in English and Portuguese
  
  

Nice to Have:

• Familiarity with ITIL framework or certified (e.g., ITIL Foundation).
• Experience with shift-based support or 24x7 operations.
• Knowledge of SAP Fiori interface.
  
  

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.