SAP User Management Specialist - L2

About the role

Stefanini Group is looking for an SAP User Management Specialist to handle complex and specialized SAP access and user-maintenance activities. The role provides second-line analysis and resolution, supports the safe execution and continuous improvement of access-management services, coordinates the L1 team and acts as the SAP User Management point of contact for the client.

Key responsibilities

• Resolve escalated and non-standard SAP access and user-maintenance tickets, including manual processing and specific User Management authorizations.
• Process approved mass-change requests for projects, Segregation of Duties (SoD) remediation and authorization clean-up using the customer-designed tool, following validation and approval controls.
• Manage specialized requests for technical and service users (interface and support accounts) using approved procedures and appropriate SAP access.
• Analyze complex access requests, coordinate with SAP User Management, business stakeholders and Key Users, and determine the correct resolution path.
• Support access processing for Digital Business Acceleration and smaller departments, including requests across multiple SAP systems and customer-designed distribution tools.
• Oversee or perform access reinstatement for IT users in SAP TEST systems after system refreshes, validating that required support access is restored.
• Conduct or coordinate quarterly SAP Support Portal S-user clean-up, including inactive accounts and controlled deactivation.
• Investigate ITSM routing failures and recurring workflow issues, implement or recommend corrective actions and guide L1 colleagues.
• Provide second-line support via the shared mailbox and Microsoft Teams channel, and coordinate communications between stakeholders and service users.
• Coordinate testing of new tools and redesigned processes, maintain operational procedures and knowledge articles, and ensure work follows access approvals, least-privilege principles and audit requirements.

Required profile

• A year of experience in SAP User Management, SAP user administration, identity and access management or a comparable SAP operations role.
• Experience handling complex tickets, escalations and controlled changes, applying approval and audit requirements.
• Fluent English; German is a plus.

Required skills

• Hands-on familiarity with manual SAP user maintenance and authorization/access request processing.
• Experience with ticketing/workflow tools such as SMAX/ServiceNow.
• Preferred: mass user/access changes, SAP technical/service accounts, SoD concepts, authorization clean-up, access governance, SAP system refreshes and coaching L1 analysts.