Role Overview

Zensar is looking for an experienced SAP SD Consultant to support AMS (Application Management Services) engagements. The role involves L2/L3 production support, incident/problem management, minor enhancements, and continuous improvement for global SAP SD landscapes in a 24x7, SLA‑driven environment.

Key Responsibilities

✅ AMS Support & Incident Management

• Provide L2/L3 SAP SD support for production issues
• Resolve incidents, service requests, and defects within agreed SLAs
• Perform root cause analysis (RCA) and implement permanent fixes
• Reduce recurring issues and stabilize SD processes

✅ Change Requests & Enhancements

• Handle minor enhancements and configuration changes
• Prepare Functional Specifications (FS) and coordinate with ABAP teams
• Support release cycles, transport management, and regression testing

✅ Client & Stakeholder Interaction

• Act as SD functional SPOC for AMS clients
• Interact with business users across regions (US/EU/APAC)
• Participate in AMS governance calls, SLA reviews, and reporting

✅ Testing & Documentation

• Perform unit testing, integration testing, and UAT support
• Maintain ticket documentation, SOPs, KT documents, and knowledge base
• Support transition and knowledge‑transfer activities

✅ Integration & Monitoring

• Handle SD integration issues with:
  • FI (Billing, Revenue, Credit Management)
  • MM (ATP, availability check, intercompany flows)
  • WM/EWM (delivery, picking, PGI)
• Monitor IDocs, interfaces, outputs, and background jobs

Required Skills

SAP SD Functional Expertise

• Strong hands‑on experience in:
  • Sales Order Management
  • Pricing & Condition Technique
  • Delivery, Shipping & PGI
  • Billing & Invoicing
  • Returns, Credit/Debit Memo processing
• Strong understanding of end‑to‑end O2C (Order‑to‑Cash) process

AMS / Support Experience

• 3–5+ years in AMS / support projects
• Experience working in ITIL‑based, SLA‑driven environments
• Hands‑on with ticketing tools (ServiceNow, Remedy, JIRA)

Preferred Skills (Zensar Focus)

• ✅ Exposure to S/4HANA SD support
• ✅ Knowledge of global rollout / multi‑country templates
• ✅ Basic awareness of Output Management (BRF+, Adobe Forms)
• ✅ SAP SD Certification (good to have)

Soft Skills

• Strong client communication & stakeholder management
• Ability to work under high‑pressure AMS environments
• Excellent analytical, troubleshooting, and documentation skills
• Willingness to support shift‑based / global support model

Key Deliverables (Zensar Expectations)

• ≥95% SLA & KPI adherence
• Reduction in recurring incidents
• High CSAT (Customer Satisfaction Score)
• Complete audit‑ready documentation