SAP Support Basis Consultant Level


Level 1: SAP Basis Support – Help Desk Support

A member of the Help Desk, providing the initial point of contact for the business
department for all issues requiring the attention of the Solution Support Organization
Managing the entire message life-cycle:
Receiving messages
Initial assessment
Search in internal solution database
Search for SAP Notes
Referring messages
Tracking progress
Confirmation and closure
Keeping customer informed through out
Very good communication and inter-personal skills, especially when
communicating directly with the End User.
Thorough knowledge of local and country-specific requirements as well as
the ability to explain these, if necessary, to the Support Organization that will be
dealing with the problem message
High degree of adaptability (if a problem is escalated, for example).
Ability to maintain a good relationship with the business department and to
understand the business impact; ability to communicate all relevant information to
the appropriate contact in the Support Organization
Basic knowledge of the products the users are using (First Level support
staff need to know which questions to ask when entering or supplementing a problem
message). It can, for example, be useful to have:
Basic desktop skills
Knowledge of in overview
General understanding of networking concept
Basic IT aptitude and “first-level” knowledge of the product(s) or
applications being supported, where possible
Knowledge of the company business terminology
Take appropriate training on an ongoing basis to build on existing skills
and keep constantly up-to-date with advancements in products and tools
Ability to speak a second language, if appropriate to the business
Ability to use internal communications tools (e-mail, for example)

Level 2: SAP Basis Administrator – System Administrator

In contrast to the Technology Expert, who is responsible for defining, planning,
implementing and supporting an SAP centric solution from a technical point of view,
the system administrator is mainly responsible for the administration and operation
of an SAP centric solution. Nevertheless, he/she will also be a team member in
implementation projects to support the Technology expert and to ensure a smooth
transition from implementation to production. The tasks of a Technology Expert are
very similar, but with a different focus.
Setup of the technical infrastructure
Installation and configuration (HW and SW)
HW capacity planning
Implementation and testing of Backup and recovery concept
Implementation and testing of High Availability solutions
Implementation and testing of Network configuration
Implementation and testing of Network, Database and OS configuration
Setup of SAP Basis, Middleware (bc, mqseries), Output devices (printer,
fax, scanner, etc.)
Technical customizing for SAP solutions
Technical customizing and support of interfaces
Maintenance of technical system information in service tools (e.g. SAPNet
R/3 Frontend)
Operation and Administration
System Management
Performance Management
Change Management
Verification and implementation of recommendations in service reports
Providing remote access for SAP
Knowledge of the technical infrastructure
Knowledge of installation and configuration (HW and SW)
Knowledge of HW capacity planning
Knowledge of Backup and recovery
Knowledge of High Availability solutions
Knowledge of Network configuration
Knowledge of Network, Database and OS configuration
Knowledge of SAP Basis, Middleware (bc, mqseries), Output devices
(printer, fax, scanner, etc.)
Detailed knowledge of solution operation and administration
Detailed knowledge of system management
Detailed knowledge of performance management
Knowledge of Change Management
Knowledge of internal support and escalation procedures
Knowledge of SAP’s support and escalation procedures

Level 3: SAP Basis Consultant – Technology Expert

A Technology Expert is responsible for the conception, planning, setup, and
technical support of SAP centric solutions as well as for their interfaces according
to business and technical needs.
Definition, planning and implementation of system operations
Backup and recovery concept
Solution Monitoring
High Availability solutions
Interface technology / Technical customizing and support of interfaces
Frontend rollout (e.g. mobile clients)
Network, Database and OS configuration
Setup of SAP Basis, Middleware (bc, mqseries), Output devices (printer,
fax, scanner, etc.) / Technical customizing for SAP solutions
Development and maintenance of system documentation
Development and implementation of a change management concept
Involvement in application testing (new support packages, releases,
functionality and customizing)
Coordination of testing regarding technical tools (e.g. ABAP Workbench,
Performance Management
Monitor system performance
Identify major performance bottlenecks in the system
Identify the impact of administration tasks on core business scenarios
Performance measurement and optimization
Change Management
Support Packages
SAPNet Notes
Kernel Patches
Second Level Technical Support (to be coordinated with the role of System
Ownership of technical messages
Root cause analysis (Debugging, Tracing…)
Search for SAPNet Notes
Search in solution database
Provide problem solutions
Maintenance of solution database
Communication with SAP
Testing of implemented SAPNet Notes
Providing remote access for SAP
Requesting and verification of remote consulting

Level 4: SAP Basis Operation Manager – Application/Process Expert

A member of the Solution Support Team responsible for providing expertise
appropriate to his/her application/process specialization to support the daily
operation and effective performance of the business solution.
Operational support tasks
Coordination and conduct of application testing (new support packages,
releases, functionality and customizing) in close co-operation with the technology
Design, specification, test and implementation of business process changes
Evaluation, test, implementation and verification of change requests
Maintain appropriate documentation (in close co-operation with the
technology team)
Verification and implementation of recommendations in service reports
together with technology team
Monitoring, Analyzing, tuning and optimizing the business processes and
interfaces in close co-operation with the technology team
Second level application support activities including:
Investigation and resolution of incidents and problems using all available
local and 3rd party information sources.
Search in internal solution database
Search for SAP Notes
Test implemented SAPNet Notes
Communicate with SAP
Request and monitor remote access by SAP
Provide and confirm problem solution
Root cause analysis (Debugging, Tracing…)
Maintenance of solution database
Identification the need for external consulting
Redesign and implementation of business processes as part of software
change management process adherence to standards and templates

Project support tasks
Design and realization of business processes
Definition and roll out of standards and templates
Detailed functional knowledge of business process (application) management
and business process (application) monitoring
Detailed knowledge of application testing, test procedures and test
scenarios (new support packages, releases, functionalities and customizing)
Detailed knowledge of internal support and message handling procedures
including message escalation
Knowledge of SAP’s support and escalation procedures
Knowledge of project and or project manager work experience
Knowledge of designing and implementing business processes
Knowledge of defining and rolling out standards and templates
Knowledge of and competence in the use of SAP Solution Manager
Familiar with business process change management including implementation,
testing and verification of change requests

Level 5: SAP Basis Infrastructure Manager – SAP Basis Architect

He/she typically reports directly to CIO and is usually seen as a trusted advisor in
aligning business needs with IT services. His/her management tasks consist of:
Strategy and Service Level Management
Business Process Management
Technology Management
Software Change Management
Support Desk Management
Overall management of the support organization
Overall definition and implementation of the support organization
strategy, structure and procedures.
Overall definition and implementation of a solution management concept
Coordination of the different parts of the support organization
Owner of support organization management meetings.
Overall Reporting
Personnel requirement planning
Personnel resource planning and allocation
Personnel recruitment
Personnel development
Personnel administration
Controlling / reporting
Quality management (incl. solution operation manual, escalation
Performance controlling
Decision making
In addition to these tasks, there are essential role-independent deliverables that
must be ensured by the Support Organization Manager:
Info management
Knowledge management
Contract management
Management of end user satisfaction
Internal marketing
Service planning
Ordering of services
Quality assurance (w/r/t Standards, Templates, Transition to Support
Process, etc.)
Escalations to SAP in liaison with the responsible business process owner
Generic management skills
Holistic view
IT Management
Knowledge in the business of the different support organization units
Knowledge of SAP’s support strategies, structure and processes
Detailed knowledge of escalation processes
Knowledge of Cost Models / Cost Allocation models
Familiarity with cost accounting

本文作者: GavinDong

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