Pepkor Lifestyle is looking for a SAP WM Incident Management Functional Consultant who will be responsible for providing 3rd level operational support for SAP Warehouse Management (WM), ensuring the stability, availability, and performance of warehouse operations across the business. The role is focused on the timely investigation, analysis, resolution, and prevention of production incidents, service requests, and problems while maintaining agreed service levels.
The consultant will work closely with business stakeholders, support teams, developers, Basis, and integration teams to restore service as quickly as possible, perform root cause analysis, and implement sustainable solutions. The role forms part of the dedicated Incident Management team and is not responsible for project delivery or enhancement development except where required to resolve production issues.
Roles and Responsibilities
- Provide 3rd level functional support for SAP WM production incidents, service requests, and problem tickets.
- Investigate, analyse, and resolve complex SAP WM incidents within agreed SLAs.
- Perform detailed root cause analysis for recurring incidents and drive permanent resolution through Problem Management.
- Work closely with 2nd level support teams to ensure incidents are sufficiently analysed before escalation.
- Support warehouse operations by resolving issues impacting inbound, outbound, replenishment, stock transfers, picking, packing, and physical inventory processes.
- Analyse application logs, system behaviour, update terminations, and warehouse transactions to determine root causes.
- Work with ABAP developers where code changes are required to resolve production defects.
- Perform functional testing of incident fixes before deployment into Production.
- Participate in emergency fixes, weekend support, and production deployments where required.
- Monitor production trends and identify opportunities to reduce recurring incidents through process or system improvements.
- Document incident investigations, root causes, workarounds, and knowledge articles to improve operational support.
- Participate in Major Incident bridges and provide functional expertise during critical production outages.
- Collaborate with Basis, Integration, Security, Infrastructure, and other SAP functional teams to resolve cross-functional issues.
- Support transport validation and production deployment activities related to incident resolutions.
- Ensure all incident documentation complies with ITIL and internal governance standards.
- Contribute to continual service improvement initiatives that improve warehouse system stability and support efficiency.
Experience
- 5+ years SAP WM functional support and configuration experience (post certification).
- Proven experience providing 3rd level production support for SAP WM.
- Strong experience supporting high-volume warehouse operations.
- Strong understanding of warehouse execution processes including receiving, put-away, picking, packing, replenishment, stock transfers, and physical inventory.
- Experience working within ITIL Incident, Problem, and Change Management processes.
- Experience performing production issue investigation and root cause analysis.
- Experience working with SAP transports and production deployments.
- Strong understanding of SAP MM integration.
- Experience working with RF devices and warehouse mobility solutions.
- Experience supporting business-critical systems with demanding operational SLAs.
- Experience in SAP incident, problem, and change management environments.
Advantageous
- SAP EWM implementation or support experience.
- SAP Retail experience.
- Experience supporting warehouse automation including conveyors, put-wall solutions, sorters, and barcode solutions.
- Experience with IDocs, middleware, APIs, and integration troubleshooting.
- Experience supporting third-party warehouse systems and logistics providers.
- Experience with Solution Manager, Cloud ALM, or other SAP monitoring tools.
- Experience supporting 24x7 operational environments.
Competencies
- Strong business process analysis skills.
- Ability to translate business requirements into practical SAP solutions.
- Documentation of Functional Specifications and Test Scripts.
- Stakeholder Management.
- Stakeholder Management.
- Strong troubleshooting and analytical skills.
- Excellent communication and presentation skills.
- Ability to lead workshops and facilitate solution design sessions.
- Financial and commercial awareness.
- Strong customer focus.
- Ability to work effectively under pressure.
- Ability to work collaboratively across business and IT teams.
Qualifications
- SAP WM Certification.
- 3 year IT related degree (advantageous)
- Certified in Agile Methodologies (advantageous)
- Certified in ITIL V3 (advantageous)