The SAP Service Desk engineer is the first point of contact for users on all SAP-related queries and incidents. This role handles initial triage and resolution of basic technical issues, routes tickets to the appropriate SAP technical or functional teams when needed and ensures smooth execution of scheduled SAP jobs aligned to business needs. The engineer also monitors critical processes, drives timely follow-up on failures, and coordinates the controlled movement of SAP changes through defined releases or on-demand priorities. Want to be at the centre of keeping critical systems running while learning something new every day?

Accountabilities

• Take ownership of first-line SAP support, responding quickly to incidents and service requests, performing initial analysis, resolving standard issues and escalating clearly to specialist teams when required.  
• Manage the full lifecycle of tickets, from logging and categorisation through prioritisation, communication and closure, ensuring accurate information, reproducible steps and adherence to service levels.  
• Plan, schedule and monitor SAP background jobs in line with business calendars and priorities, coordinating with stakeholders to confirm timing, dependencies and success criteria.  
• Monitor critical batch processes and interfaces, investigate failures, trigger recovery actions or escalation paths and provide timely status updates to business and IT stakeholders.  
• Execute SAP transport movements in a controlled way, following change, release and approval processes while meeting segregation of duties, documentation and audit requirements.  
• Maintain and enhance knowledge base articles, runbooks and standard operating procedures for common issues, job schedules and change activities.  
• Communicate clearly with users on ticket progress, planned outages and change windows, collaborating closely with SAP Basis, functional teams and business process owners to drive outcomes.  
• Identify recurring issues, suggest preventive measures or automation opportunities and contribute to continuous improvement of service quality and operational processes.  
• Support the achievement of key success measures including SLA adherence, accurate job scheduling and monitoring, compliant change execution and improved user satisfaction.

Essential Skills/Experience

• Education: Associate’s or bachelor’s degree in Information Technology, Computer Science, or equivalent experience preferred.  
• Experience: Prior customer-facing service desk or IT support experience is desirable but not required. Exposure to SAP environments (e.g., ECC/S4HANA, BW, PI/PO, Solution Manager/ALM) is a plus.  
• Technical knowledge: Basic understanding of SAP navigation, user access concepts, and common transaction troubleshooting; familiarity with job scheduling/monitoring and ITSM tools (e.g., ServiceNow, Jira, Remedy) preferred.  
• Process knowledge: Awareness of ITIL practices (Incident, Request, Problem, Change, and Release Management). Understanding of transport management and release cycles is advantageous.  
• Soft skills: Strong customer service mindset, clear verbal and written communication, proactive follow-through, attention to detail, and ability to prioritize under time pressure.  
• Attributes: Positive attitude, accountability, willingness to learn, and commitment to professional growth within the SAP domain.  

Desirable Skills/Experience

• Customer focus: Anticipates user needs, sets expectations, and delivers timely, accurate updates.  
• Troubleshooting: Applies structured problem-solving to resolve first-line issues and gathers the right information for escalation.  
• Operational discipline: Executes scheduled jobs and change movements reliably and in compliance with controls.  
• Collaboration: Works effectively across technical and functional teams to drive outcomes.  
• Adaptability: Learns new SAP modules/tools and adjusts to shifting business priorities.  

When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform we need to connect, work at pace and challenge perceptions. That's why we work, on average, a minimum of three days per week from the office. But that doesn't mean we're not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.

AstraZeneca offers the chance to combine technology skills with a scientific mindset in an environment where work has a direct impact on patients’ lives. Here learning never stops: from experimenting with leading-edge tools like data, analytics, AI and machine learning to exploring new ideas through hackathons and cross-functional collaboration. There is strong backing to innovate, take ownership and challenge how things are done, with recognition, coaching and feedback supporting long-term growth. Every contribution helps keep vital systems running so life-changing medicines can reach patients in need, creating real purpose in everyday work.

Apply now to shape your own path in SAP operations and help transform how we deliver life-changing medicines!

Date Posted

27-abr-2026

Closing Date

16-may-2026

AstraZeneca embraces diversity and equality of opportunity.  We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills.  We believe that the more inclusive we are, the better our work will be.  We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics.  We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.