At SAP SE, I supported users on the SAP Ariba SaaS platform, investigating system errors and analyzing customer data to troubleshoot issues.
I managed support tickets in ServiceNow according to SLAs, and escalated customer cases to software architects and engineers via Jira. I also analyzed logs in Splunk and used Inspector with Ariba Query Language (AQL) to investigate customer issues.
I created and updated Knowledge Base Articles to clarify documentation and support faster issue resolution. I also guided users on permissions and maintaining master data through CSV files, and held support meetings with customers to discuss issues and solutions.
