Service Desk Support - SAP Analytics Cloud & SAP Datasphere

EPAM NEORIS is a Digital accelerator that helps companies enter the future, having 20 years of experience as Digital Partners of some of the largest companies in the world. We have more than 4,000 professionals in 11 countries, with our multicultural startup culture where we cultivate innovation, continuous learning to create high-value solutions for our clients.

We are looking for Service Desk Support - SAP Analytics Cloud & SAP Datasphere

Key Responsibilities

• Incident Resolution: Troubleshoot SAC/Datasphere access, performance, model errors, refresh/scheduling issues; document to audit standards.
• Request Fulfilment: Set up spaces/workspaces, roles/permissions, connections, schedules, and content moves with approvals and evidence.
• Self-Service Enablement: Coach users; design/build SAC stories, calculations, filters, input tasks/data actions following standards and change control.
• Monitoring: Track platform status, jobs, pipelines, refreshes, transports; prevent outages; record actions per SOPs.
• Access & Compliance: Manage roles, sharing, SoD; maintain auditable records and periodic reviews.
• Problem/Change: Document RCA; support controlled changes, test plans, and release communications; keep KB/SOPs current.
• Vendor/Escalation: Work with SAP support; retain case histories and evidence.
• Reporting: KPIs (volume, SLA, FCR, backlog) and compliance metrics (access reviews, change completeness, evidence quality).

Required Qualifications

• 4–6 years in BI/application support; hands-on SAC and Datasphere; regulated environment experience (GxP/SOX).
• SAC: story building/troubleshooting, calculations, input tasks/data actions, scheduling, performance tuning.
• Datasphere: space admin, connections (ODP/ODBC/JDBC), data flows, replication/scheduling, semantic modeling, transports.
• Identity & Access: SSO/SAML/OAuth, evidence capture and access reviews.
• Data Connectivity: BW/4HANA, S/4HANA, HANA/HANA Cloud, files/APIs; diagnose refresh/connectivity with auditable logs.
• ITIL practices; ServiceNow/Jira; clear communication; audit-ready documentation.
• Conversational English

Preferred Qualifications

• Data governance/privacy; validation lifecycle familiarity.
• Monitoring tools (SAP, Azure Monitor, Splunk); audit trails.
• BW/4HANA modeling, HANA SQL, calculation views.
• Scripting (PowerShell/Python) with controlled deployment.
• ITIL Foundation or SAP certifications.

Core Skillsets

• SAC story building and troubleshooting; performance optimization.
• Datasphere administration across spaces, connections, data flows, scheduling, semantic models, transports.
• Hands-on with Solution Manager(SolMan) integration
• Connectivity debugging to SAP sources; log analysis.
• On-site customer coaching; process discipline; strong RCA.
• Knowledge creation: validated guides, standards, FAQs, runbooks.

Tools and Platforms

• SAP Analytics Cloud; SAP Datasphere
• SAP BW/4HANA, S/4HANA, HANA/HANA Cloud
• Azure AD (SSO/SAML/OAuth)
• ServiceNow/Jira; Teams/SharePoint/Confluence/ SolMan
• Monitoring/logging per retention policies

Success Measures

• SLA attainment in Mexico hours; improved FCR and reduced repeats
• Compliance metrics met (access reviews, complete change/evidence)
• Increased self-service adoption and timely delivery of custom SAC stories
• Stable refresh performance; positive CSAT

We offer:

• 100% Nominal Scheme
• Legal Benefits
• Benefits Package
• Wellness Program
• Professional development plan
• Multicultural collaboration

Come and meet us on: http://www.neoris.com, on Facebook, LinkedIn, Twitter, or Instagram @NEORIS.

Brenda Catzin

#LI-BC2