Job Summary

"VOLVO FG
Description:

We are looking for Front Desk Operation specialist within One Digital Core, who will help us with catch and dispatch of incidents during US Time Zone.

A detailed JD of the role is given below

Act as the single point of contact (SPOC) for SAP-related issues and service requests
Experience in catch and dispatch function for incidents / change / problem tickets in Service now
Receive incidents via ServiceNow / Email / phone / self-service portal
Log tickets with Business impact, Priority and urgency, Error messages and screenshots, Affected users / business processes, System details (Client, T-code, Module)
Ticket Categorization & Prioritization
Classify tickets based on:
o SAP module (FI, MM, SD, QM, PP, etc.)
o Incident / Service Request / Change
o Severity (P1, P2, P3, P4)

2. First Level (L1) Troubleshooting

- Perform basic troubleshooting such as:

o Password reset / user lock issues
o Basic navigation or transaction usage support – good to have
o Standard SAP error checks using knowledge base or SOPs – good to have

3. Ticket Routing & Escalation
4. SLA & Queue Monitoring
5. User Communication & Stakeholder Coordination
6. Major Incident & Business Continuity Support

Typical Skill Requirements

- Knowledge of ticketing tools ServiceNow
- Expert in Excel
- Good to have:

o Basic SAP navigation knowledge
o Understanding of SAP modules and business processes
o Basic understanding of SAP authorizations

Behavioural

- Strong communication skills
- Customer handling capability
- Ability to learn new technologies
- Ability to work under pressure
- Coordination and multitasking skills"

Key Responsibilities

"Description:

We are looking for Front Desk Operation specialist within One Digital Core, who will help us with catch and dispatch of incidents during US Time Zone.

A detailed JD of the role is given below





Act as the single point of contact (SPOC) for SAP-related issues and service requests
Experience in catch and dispatch function for incidents / change / problem tickets in Service now
Receive incidents via ServiceNow / Email / phone / self-service portal
Log tickets with Business impact, Priority and urgency, Error messages and screenshots, Affected users / business processes, System details (Client, T-code, Module)
Ticket Categorization & Prioritization
Classify tickets based on:
o SAP module (FI, MM, SD, QM, PP, etc.)
o Incident / Service Request / Change
o Severity (P1, P2, P3, P4)

2. First Level (L1) Troubleshooting

- Perform basic troubleshooting such as:

o Password reset / user lock issues
o Basic navigation or transaction usage support – good to have
o Standard SAP error checks using knowledge base or SOPs – good to have

3. Ticket Routing & Escalation
4. SLA & Queue Monitoring
5. User Communication & Stakeholder Coordination
6. Major Incident & Business Continuity Support

Typical Skill Requirements

- Knowledge of ticketing tools ServiceNow
- Expert in Excel
- Good to have:

o Basic SAP navigation knowledge
o Understanding of SAP modules and business processes
o Basic understanding of SAP authorizations

Behavioural

- Strong communication skills
- Customer handling capability
- Ability to learn new technologies
- Ability to work under pressure
- Coordination and multitasking skills"

Skill Requirements

"Description:





We are looking for Front Desk Operation specialist within One Digital Core, who will help us with catch and dispatch of incidents during US Time Zone.

A detailed JD of the role is given below

Act as the single point of contact (SPOC) for SAP-related issues and service requests
Experience in catch and dispatch function for incidents / change / problem tickets in Service now
Receive incidents via ServiceNow / Email / phone / self-service portal
Log tickets with Business impact, Priority and urgency, Error messages and screenshots, Affected users / business processes, System details (Client, T-code, Module)
Ticket Categorization & Prioritization
Classify tickets based on:
o SAP module (FI, MM, SD, QM, PP, etc.)
o Incident / Service Request / Change
o Severity (P1, P2, P3, P4)

2. First Level (L1) Troubleshooting

- Perform basic troubleshooting such as:

o Password reset / user lock issues
o Basic navigation or transaction usage support – good to have
o Standard SAP error checks using knowledge base or SOPs – valuable to have

3. Ticket Routing & Escalation
4. SLA & Queue Monitoring
5. User Communication & Stakeholder Coordination
6. Major Incident & Business Continuity Support

Typical Skill Requirements

- Knowledge of ticketing tools ServiceNow
- Expert in Excel
- Good to have:

o Basic SAP navigation knowledge
o Understanding of SAP modules and business processes
o Basic understanding of SAP authorizations

Behavioural

- Strong communication skills
- Customer handling capability
- Ability to learn new technologies
- Ability to work under pressure
- Coordination and multitasking skills"

Must Have Skill

SAP S/4HANA Production Planning,SAP S/4HANA Quality Management

Good to Have Skill

SAP S/4HANA Materials Management

Other Requirements

📌 Senior Support Lead (Bengaluru)
🏢 HCLTech
📍 Bengaluru