Job purpose

Provide second-line functional and technical support for SAP and other enterprise business applications, ensuring timely incident/request resolution, high customer satisfaction, stable operations, and continuous service improvement.

Key responsibilities

• Provide day-to-day user support for SAP (e.g., ECC, S/4HANA, BW/BI, CRM, SCM) and other assigned enterprise applications.
• User Support: Provide timely assistance to SAP users experiencing technical issues or seeking guidance on SAP functionalities.
• Troubleshooting: Diagnose and resolve technical problems related to SAP applications, including but not limited to SAP ECC, SAP S/4HANA, SAP BW/BI, SAP CRM, SAP SCM, etc.
• Ticket Management: Manage tickets/incidents through designated ticketing systems, ensuring proper documentation, resolution, and escalation of issues as needed.
• Configuration and Customization: Assist in configuring SAP modules according to business requirements and participate in customization efforts as necessary. Training and Documentation: Develop user guides, FAQs, and training materials to facilitate user understanding and adoption of SAP systems.
• Collaboration: Collaborate with cross-functional teams, including SAP developers, business analysts, and IT support staff, to address complex issues and implement system enhancements.
• System Monitoring: Monitor SAP systems for performance, security, and integrity, proactively identifying and addressing potential issues.
• Continuous Improvement: Recommend process improvements and system optimizations to enhance the efficiency and effectiveness of SAP applications.
• Compliance and Security: Ensure compliance with SAP best practices, security standards, and regulatory requirements.
• Knowledge Sharing: Stay updated on SAP technologies, trends, and best practices, and share knowledge with team members to foster continuous learning and improvement.

Knowledge & skills

• SAP knowledge: understanding of SAP business processes and support practices; ability to navigate and analyse issues in common modules/environments (ECC and/or S/4HANA; BW/BI, CRM, SCM as applicable).
• ITSM / Service Management: incident, request, problem, and change management concepts; practical experience using ServiceNow (or similar) for ticket handling, SLAs, and knowledge management.
• Enterprise applications exposure: working knowledge of PEGA(SUS) as an ordering portal (e.g., order entry, order status, user support) and Salesforce, including basic process flows and how issues are triaged across integrated systems.
• Analytical skills: strong troubleshooting, structured problem solving, and documentation discipline.
• Communication: ability to explain technical topics to non-technical users; clear written updates for tickets and stakeholders.

Education & experience

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent experience.
• Experience in application support/helpdesk roles supporting SAP and/or other enterprise systems in a business-critical environment.
• Experience working with ticketing and ITIL-aligned processes (incident/request/problem/change); ServiceNow, JIRA and Salesforce experience is a plus.
• Hands-on exposure to user access support and coordination with Identity Management/Security teams is a plus.

Note: This job description provides a general overview of responsibilities and requirements for an enterprise application support role. Actual scope may vary based on the organization’s SAP landscape, integrations, and operating model.

What we offer

We give you the freedom to be yourself. We are creating an environment of unique individuals – like you – with different perspectives on the financial industry and the world. A diverse and inclusive environment in which everyone’s voice counts and where you can reach your full potential.

We are committed to an inclusive and accessible recruitment process. If you require a reasonable accommodation related to accessibility during your application or interview, please contact [email protected] or indicate this in your application.

Please note that this mailbox is not monitored for general recruitment enquiries and should only be used for accessibility or accommodation-related requests (for example related to vision, hearing or neurodiversity).

All requests are confidential and will not affect your candidacy.

Don’t meet every single requirement? At Swift, we are dedicated to building a workplace where people can bring their full selves and ideas to the team, so if you are excited about this role, we encourage you to apply even if you do not meet every single qualification.