SAP Analytics Cloud - Mexico City - Tecnoalfa

    Tecnoalfa
    Tecnoalfa Mexico City

    hace 1 semana

    Descripción

    We are seeking an experienced SAP Analytics Cloud (SAC) & SAP Datasphere Support Analyst to provide L1/L2 onsite operational support in a regulated enterprise environment. The role focuses on incident management, platform monitoring, access governance, and data refresh stability, while enabling business users and ensuring audit readiness and compliance.

    Key Responsibilities

    Incident & Problem Management

    • Troubleshoot SAC and Datasphere issues related to access, performance, models, refresh failures, and scheduling
    • Diagnose connectivity issues across SAP and non-SAP data sources
    • Document incidents, resolutions, and root cause analysis (RCA) in line with audit standards
    • Escalate and manage cases with SAP Support, maintaining full documentation and evidence

    Request Fulfillment & Change Support

    • Provision spaces, roles, permissions, and user access following approval workflows
    • Configure connections, schedules, transports, and content deployments
    • Support controlled changes, including testing, validation documentation, and release communication

    Self-Service Analytics Enablement

    • Coach business users on SAC best practices
    • Support or build SAC stories, calculations, filters, input tasks, and data actions
    • Ensure adherence to modeling, visualization, and performance standards

    Platform Monitoring & Operations

    • Monitor SAC and Datasphere platform health, jobs, pipelines, refreshes, and transports
    • Proactively identify and prevent outages or performance degradation
    • Record operational activities per SOPs and retention policies

    Access, Security & Compliance

    • Manage identity and access (SSO / SAML / OAuth) and segregation of duties (SoD)
    • Perform periodic access reviews and maintain auditable records
    • Ensure all activities comply with GxP / SOX requirements

    Reporting & Documentation

    • Track and report KPIs: incident volume, SLA adherence, FCR, backlog
    • Maintain compliance metrics and evidence quality
    • Create and update knowledge base articles, SOPs, runbooks, and FAQs

    Required Qualifications

    • 6+ years of experience in BI or application support
    • Hands-on expertise with SAP Analytics Cloud (story building, troubleshooting, scheduling, performance tuning)
    • Strong experience with SAP Datasphere (spaces, connections, data flows, replication, scheduling, semantic modeling)
    • Experience supporting regulated environments (GxP, SOX)
    • Strong understanding of IAM (SSO, SAML, OAuth)
    • Experience with SAP data sources: BW/4HANA, S/4HANA, HANA / HANA Cloud
    • Familiarity with ITIL processes and tools (ServiceNow, Jira)
    • Strong communication and audit-ready documentation skills
    • Strong communications skills in English

    Preferred Qualifications

    • Knowledge of data governance, data privacy, and validation lifecycle
    • Experience with monitoring tools (SAP monitoring, Azure Monitor, Splunk)
    • BW/4HANA modeling, HANA SQL, or calculation views
    • Scripting (PowerShell or Python) under controlled environments
    • ITIL Foundation or SAP certifications

    Tools & Platforms

    • SAP Analytics Cloud
    • SAP Datasphere
    • SAP BW/4HANA, S/4HANA, HANA / HANA Cloud
    • Azure AD (SSO / SAML / OAuth)
    • ServiceNow, Jira
    • Teams, SharePoint, Confluence
    • SAP Solution Manager

    Success Measures

    • SLA attainment within Mexico business hours
    • Improved first-call resolution (FCR)
    • Compliance metrics met (access reviews, change documentation)
    • Increased self-service analytics adoption
    • Stable data refresh performance and positive CSAT

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Mexico City