Job Title: SAP Support Analyst

Department: IT Applications, Atlanta, Georgia

Job Type: Full-time, Hybrid

About Us

EIS is a leading North American distributor of process materials, production supplies, specialty wire and cable and value-added fabricated parts for the electrical OEM, motor repair and assembly markets.

Our culture is highly innovative, collaborative and focused on building and maintaining relationships that allow us to surpass our customers’ expectations. We embrace the qualities that make each of our team members unique and develop each other’s skillsets so that together we can be stronger than the sum of our parts.

Join EIS & Help Us Run the World

At EIS our employees are the heart of our company. We are dedicated to investing in our people and it’s instilled in our company values. With our comprehensive employee benefit program, we make sure that you, your families, and our communities are a top priority. As an employee with EIS, you will receive:

An opportunity to be your best self!

• Thorough, cost effective mental, physical, and medical benefits for you and your family.
• A 401(k)-retirement plan and company match that allows pre-tax, Roth, and after-tax contributions.
• Flexible Scheduling, remote work opportunities, and Paid Time Off. 
• 8 paid holidays including a floating holiday to accommodate our employee’s diverse celebrations.
• A bonus program available to every company employee.

An opportunity to grow your career!

• A culture of learning that provides our employees with internal growth and training opportunities.
• Personalized short-term and long-term career goals.
• Tuition reimbursement for degree-seeking individuals.

An opportunity to create a more sustainable future!

• An Environmental, Social, and Governance Committee dedicated to creating a more sustainable future through our policies, products, and services.
• A dedication to ongoing effort to ensure an inclusive working environment, eliminating systematic inequalities, and supporting overall workplace culture.
• Participation in the Annual Employee Engagement Survey with an opportunity to use your voice to drive company culture.

Job Summary:

As an SAP Level 1 Support Analyst, you will play a crucial role in ensuring the smooth operation of our SAP ERP software environment. Your primary responsibility is to provide front-line support to end-users, addressing their SAP-related issues and inquiries. This role requires strong problem-solving skills, a deep understanding of SAP applications, and excellent customer service abilities.

Key Responsibilities:

1. End-User Support:
   • Respond to user-reported issues and inquiries related to SAP applications.
   • Troubleshoot and resolve basic SAP system problems and configuration issues.
   • Assist end-users with routine tasks such as password resets, access permissions, and basic SAP functionality.
2. Documentation and Reporting:
   • Document support tickets, including the description of the issue, steps taken to resolve it, and any additional information.
   • Maintain detailed records of support requests and resolutions for future reference.
3. Communication:
   • Provide clear and effective communication to end-users, explaining solutions and workarounds in a user-friendly manner.
   • Collaborate with Level 2 and Level 3 support teams to escalate and resolve more complex issues.
4. User Training:
   • Assist in the development and delivery of training materials for SAP end-users to enhance their understanding and effective usage of the system.
5. Incident Escalation:
   • Escalate issues to the SAP Level 2 support team when necessary, ensuring timely resolution of complex problems.
6. System Monitoring:
   • Monitor system alerts and performance indicators to identify potential issues and initiate corrective actions when required.
7. Adherence to Procedures:
   • Follow established support procedures and best practices for SAP support.

Qualifications:

• Bachelor's degree in IT, business or a related field.
• Proven experience with SAP applications and systems, with 2+ years of hands on experience in an SAP ECC or S/4 HANA environment.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Customer-focused with a commitment to delivering high-quality support.
• Familiarity with IT service management tools (e.g., ServiceNow, JIRA, Service Desk plus).
• Ability to work in a team and collaborate effectively.
• Willingness to work in a fast-paced environment and adapt to changing priorities.

Working Conditions:

• Hybrid office policy, working 3 days per week in the office.

EIS is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences.