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: , on Facebook, LinkedIn, Twitter, or Instagram @NEORIS.
Brenda Catzin
#LI-BC2

📌 Service Desk Support - Sap Analytics Cloud & Sap Datasphere (México)
🏢 Neoris
📍 México