JOB DESCRIPTION
Job Title:
SAP Support Specialist (Group)
O*NET Code:
15-1232.00 (Computer User Support Specialists)
Job Level:
L3 — Specialist
Job Code:
RA-IT-01
Sector:
Information Technology
Company:
Al-Rafidain Group
Division:
Enterprise Applications
Department:
Information Technology
Section:
Enterprise Applications — Group
Reports To:
 
Subordinates:
 
Functional Manager
 
 
Job Purpose
Provide first- and second-line SAP support across all Al-Rafidain Group companies — pharma, hospitality, real estate, transport, services, and trade — operating the shared Group SAP instance, supporting users across modules (FI, MM, SD, PP, HR), maintaining master data, and serving as the central liaison with the implementation partner. The role applies specialist expertise within the Information Technology domain, ensuring that day-to-day work meets technical, regulatory, and quality requirements while contributing to the unit's continuous-improvement agenda. The job-holder is expected to operate with a high degree of autonomy on routine tasks while escalating complex matters appropriately.
Key Duties & Responsibilities
●  Receive, triage, and resolve SAP user tickets coming from any of the Group's operating companies.
●  Maintain shared master data across companies — Chart of Accounts, vendors, customers, materials, cost centres — and ensure cross-company consistency.
●  Configure standard SAP transactions, screen variants, output forms, and authorisations in coordination with super users.
●  Run cross-company training for SAP users and produce industry-tailored quick-reference guides.
●  Liaise with the SAP implementation partner on incidents, enhancements, and version upgrades.
●  Coordinate change-control across companies — schedule changes during maintenance windows and communicate impact.
●  Maintain documentation of SAP customisations, authorisations, and integrations per group governance.
●  Support audits, compliance reviews, and SOX-style segregation-of-duties checks across companies.
●  Apply specialist technical knowledge to ongoing operations and contribute to continuous improvement initiatives.
●  Maintain accurate records and documentation in line with regulatory and quality-system requirements (ALCOA+, ISO 9001).
●  Support audits, inspections, and certification programmes by providing technical evidence on request.
●  Participate in cross-functional projects to address operational challenges and improvement opportunities.
Qualifications & Requirements
Bachelor's degree in Information Technology, Computer Science, or related discipline. SAP certification in any module preferred.
 
● Languages: Working proficiency in Arabic (native or near-native) and English (intermediate or above for technical reading and reporting).
● Computer literacy: Proficiency in Microsoft Office (Word, Excel, PowerPoint) and the company's enterprise systems (ERP/LIMS/CMMS as applicable to the role).
Experience
Minimum 4–6 years in SAP support, ideally across multiple industries (pharma + hospitality / trade / services).
 
● Track record of successful delivery in a comparable role within a regulated or quality-driven environment.
● Demonstrated ability to operate within an Iraqi-Group setting, working with internal stakeholders across functions and external regulators / partners.
Skills & Competencies (Knowledge, Skills and Abilities)
Knowledge
●  SAP modules (FI, MM, SD, PP, HR) cross-industry
●  Master-data governance and cross-company integration
●  ITIL service management (incident, change, problem)
●  Authorisation concepts and segregation of duties
Skills
●  Multi-tenant SAP troubleshooting
●  User-friendly communication in Arabic and English
●  Documentation and training delivery
●  Vendor/partner management
Abilities
●  Stay calm under user pressure from multiple companies simultaneously
●  Learn rapidly across industries (pharma, hospitality, real estate, etc.)
●  Maintain segregation-of-duties discipline and resist informal shortcuts
Key Performance Indicators (KPIs)
●  Tickets resolved on SLA — Target: ≥ 90% | Frequency: Monthly | Source: Helpdesk
●  Cross-company master-data accuracy — Target: ≥ 99% | Frequency: Quarterly | Source: SAP audit
●  User training delivered — Target: ≥ target sessions | Frequency: Quarterly | Source: Training log
●  Audit / compliance findings on SAP — Target: Zero major | Frequency: Per audit | Source: Audit reports
 
Prepared by: (Direct Manager)
Reviewed by: (BUHR / HRBP)
Approved by: (Group OD Manager)
Approved by: (Group HR Director)
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Acknowledgement
This certifies that I have read the job description and I am able to perform all essential duties as outlined.
Employee Name: ________________   Signature: ________________   Date: ________________