Job Overview
The role involves triaging, investigating, and resolving order system issues in SAP to support frontline teams in processing revenue-generating orders. It acts as the bridge between Order Operations and IT, managing defects, workflow failures, and transaction errors through ticketing, root cause analysis, and cross-functional resolution. The position focuses on SAP Fiori order workflows, issue tracking, SOP corrections, and process improvements to ensure system reliability.
Responsibilities
- Serve as primary triage lead for order-related system and workflow issues
- Own intake, classification, prioritization, and management of order issue tickets and queues
- Isolate and manage exception or “issue orders” so processing teams can focus on clean orders
- Reproduce system and transaction errors and document findings for technical resolution
- Support ticket lifecycle management from intake through closure
- Partner directly with IT to diagnose system defects and transaction failures
- Provide detailed case documentation and reproduction steps to accelerate resolution
- Coordinate cross-functional resolution across Operations, IT, Retail, and Customer Service
- Support testing, validation, and deployment of system fixes and workflow updates
- Participate in system and platform transformation initiatives
- Perform root cause analysis on recurring order failures and exception trends
- Track issue patterns and recommend systemic and process-level fixes
- Monitor SAP Fiori and KERP order workflows and transaction points for failure risks
- Build and maintain issue tracking logs and resolution documentation
- Develop preventive controls and process safeguards to reduce repeat issues
- Rewrite and maintain SOPs when process corrections are required
- Develop job aids and process guidance materials
- Train users on corrected workflows and updated procedures
- Maintain disciplined documentation of issue types, resolutions, and process changes
- Build issue and exception trend reports for leadership review
Qualifications
- 3+ years experience in order management systems, ERP order processing, or order workflow support roles
- Hands-on experience using SAP Fiori for order transactions and workflows
- Experience working closely with IT on system issue triage and resolution
- Strong root cause analysis and problem investigation skills
- Experience managing tickets, queues, or structured issue tracking processes
- Advanced Microsoft Excel skills (pivot tables, lookups, issue logs, trend analysis)
- Experience documenting and updating SOPs and process workflows
- Strong troubleshooting and diagnostic capabilities
- High attention to detail and process discipline
- Strong cross-functional communication skills
Preferred Qualifications
- Experience with KERP (not required — on-the-job training provided)
- Experience with ticketing or issue tracking systems
- Experience supporting ERP or OMS enhancements and releases
- Experience performing UAT and system validation testing
- Exposure to Power BI
