Key Responsibilities
Functional Support
• Manage L2–L3 incidents and service requests in SAP SD within SLA timelines.
• Perform root cause analysis for issues related to order management, billing, delivery, and output forms.
• Validate and maintain pricing conditions, tax configurations, partner functions, and credit management settings.
• Support intercompany and third-party order processes, including drop shipments and consignment scenarios.
• Resolve IDoc, output, and interface-related issues in coordination with integration and BASIS teams.
• Handle return orders, debit/credit notes, and billing block resolutions.
Enhancements & Change Requests
• Deliver minor enhancements – including new output types, pricing conditions, or custom reports.
• Prepare functional specifications (FS) for offshore development and validate delivered solutions.
• Conduct UAT, regression testing, and post-transport validations for all SD changes.
Business Engagement
• Act as the onsite liaison between business users and AMS offshore team.
• Participate in CAB/change advisory meetings for release coordination.
• Provide user training and process walkthroughs for new functionalities or updates.
• Document recurring business issues and coordinate preventive measures.
Preventive Maintenance
• Monitor background jobs related to billing, deliveries, and output processing.
• Participate in Quarterly Maintenance (QM) activities and patch validation testing.
• Support data archiving and reconciliation of sales and billing data.
• Ensure compliance with client’s GxP and validation requirements for regulated processes.
Required SAP SD Skill Set
Functional Area
Skills / Expertise Required
Order Management
Sales order processing (standard, intercompany, third-party), copy controls, ATP check, incompletion logs, and order blocks.
Pricing & Billing
Condition technique, pricing procedures, tax configurations, rebate agreements, billing types (invoice, credit/debit memo), invoice lists, and revenue account determination.
Shipping & Delivery
Delivery creation, picking, packing, route determination, shipment costing, and integration with WM/MM.
Credit Management
Credit exposure updates, credit limits, risk categories, automatic credit check configuration, and integration with FSCM (preferred).
Output Management
Output types, access sequences, forms (SmartForms/SAPscript/Adobe), print, and email configurations.
Integration Points
Deep understanding of SD–FI, SD–MM, and SD–LE integrations.
Master Data
Customer master, material master, customer-material info, partner functions, and account groups.
Returns & Rebates
Returns processing, complaint handling, free-of-charge deliveries, and rebate settlement.
Cross-Functional
IDoc monitoring, error analysis, and coordination with PI/PO or CPI for interface troubleshooting.
Reporting & Analysis
Use of VA05, VF05, VL06O, VKM3, and custom reports for operational monitoring.
Tools & Documentation
ServiceNow ticketing, SAP Solution Manager, HP ALM/Tosca for test cases, and MS Excel for analysis.
Soft Skills
• Strong coordination and communication with business process owners.
• Ability to prioritize incidents and work independently under global SLA-driven environments.
• Experience working in follow-the-sun support models (Americas/EMEA/APAC).
• Documentation discipline and attention to compliance in change management.
Qualifications
• Bachelor’s degree in Engineering, Business, or related field.
• SAP SD certification preferred.
• 5–7 years of total SAP SD experience, with at least 3+ years in AMS/support.
• Exposure to regulated or pharmaceutical industry (GxP) environments is a plus.