Dispatcher
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Job Location:
Monthly Salary:
Posted on:
23 hours ago
Vacancies:
1 Vacancy
Job Summary
Syntax is a leading Managed Cloud Provider for Mission Critical Enterprise Applications and has been providing comprehensive technology solutions to businesses of all sizes since 1972. Syntax has undisputed strength to implement and manage ERP deployments (Oracle SAP) in a secure and resilient private public or hybrid cloud. With strong technical and functional consulting services and world-class monitoring and automation Syntax serves some of North Americas largest corporations across a diverse range of industries. Syntax has offices worldwide and partners with Oracle SAP AWS Microsoft IBM and other global technology leaders.
Position Summary
The SAP Dispatcher is responsible for managing prioritizing and assigning SAP incidents service requests and change tasks to the appropriate functional and technical consultants. This role ensures timely response to customer needs optimal resource utilization and adherence to SLAs within the SAP support organization. The SAP Dispatcher acts as a central coordination point between end users support teams and delivery leads.
Key Responsibilities
Ticket Management & Assignment
Monitor incoming SAP tickets (incidents service requests problems and changes) across all modules.
Categorize prioritize and dispatch tickets to the appropriate SAP consultants based on expertise workload and availability.
Escalate critical or high-priority issues to leads or specialized teams as needed.
Ensure tickets are processed according to agreed SLAs and support standards.
Coordination & Communication
Serve as the primary coordination point between users SAP consultants and delivery management.
Provide clear and timely communication to stakeholders regarding ticket status updates and progress.
Collaborate with functional leads to balance workload and resource allocation.
Monitoring & SLA Compliance
Track daily queue status backlog levels and ticket aging.
Ensure compliance with SLAs quality standards and internal procedures.
Identify bottlenecks or recurring issues and notify leadership.
Process & Documentation Support
Maintain accurate records of ticket assignments and workflow processes.
Support continuous improvement of dispatching procedures and service management processes.
Provide input into reporting dashboards related to ticket volume KPIs and performance metrics.
Customer Service & Support Quality
Promote a customer-centric approach in the handling of support requests.
Ensure high-quality service delivery and timely resolution of requests.
Support onboarding of new team members by explaining dispatching rules and workflows.
Qualifications
Education
Bachelors degree in Information Technology Business Administration Computer Science or a related field (preferred).
Equivalent experience in support coordination or IT service management may be considered.
Experience
13 years of experience in IT support SAP operations service desk or similar coordination roles.
Experience with SAP modules (FI/CO MM SD PP HCM Basis etc.) is a strong advantage.
Familiarity with ITSM tools (ServiceNow Jira Remedy HP ALM Solution Manager) preferred.
Skills
Strong organizational and multitasking abilities.
Excellent communication and stakeholder management skills.
Ability to manage priorities in high-volume environments.
Basic understanding of SAP modules and support processes.
Problem-solving and critical-thinking skills.
Proficiency in MS Excel and reporting tools.
Competencies
Customer-focus and service orientation
Attention to detail
Team collaboration
Time management
Accountability and proactive mindset
Preferred
Knowledge of SAP Solution Manager ChaRM or similar tools.
Experience working in AMS or managed services environments.
Understanding of ITIL processes (Incident Problem Change).
ITIL Foundation certification (nice to have).
Why Syntax
Become a part of our success story and work in a company with exciting innovation projects that are causing a stir across the industry. We recently launched one of the worlds most advanced manufacturing facilities based on SAP S/4HANA Cloud and SAP Digital Manufacturing Cloud for Execution - for Smart Press Shop a pioneering joint venture between Porsche and forming specialist Schuler.
- Competitive above-average compensation
- Global tourist: With us you can also work from abroad from time to time
- Flexible working time models home office
- Attractive benefits e.g. company pension scheme or various health offers
- A modern environment in which the you is part of it
- Open feedback culture flat hierarchies and a motivated team
- Individual career planning with continuous training and coaching on the job
You see a personal challenge in this responsible task Apply now - and become part of the SYNTAX team!
Key Skills
- Typing
- Data Entry
- Customer Service
- AS400
- Transportation Management Systems
- Computer Skills
- Paratransit
- Microsoft Outlook
- Computer Literacy
- Dispatching
- Logistics
- Phone Etiquette
About Company
Since 1972, Syntax has been providing enterprise cloud solutions for mission-critical ERP applications & provides a smooth transition to cloud computing.
