SAP Support Engineer

Job Description Job Title:

SAP Support Engineer Location:

Corporate Department:

Information Technology Job Summary:

The SAP Support Engineer provides enterprise-level production support for SAP applications in a 24/7 operational environment. This role is support-first, focused on incident management, problem investigation, service restoration, and operational stability, with strong adherence to ITIL and service management principles. The role emphasizes troubleshooting ability, operational rigor, and the ability to learn and support complex platforms within our hybrid SAP state (ECC migration to S/4).

Principal Duties:

Act as a technical resource to identify, analyze, diagnose and resolve issues for SAP applications. Provide L2 production support for SAP applications, focusing on rapid issue triage, service restoration, and operational stability. Collaborate with SAP functional teams, technical teams, and business partners to ensure stable, reliable system operation. Own and manage incidents, service requests, and problems through their full lifecycle in alignment with ITIL practices. Perform detailed incident analysis and troubleshooting, identifying root causes, workarounds, and resolution paths. Act as an escalation point for Tier 1 support teams and coordinate with senior SAP analysts, developers, basis teams, and vendors for complex issues. Identify opportunities to improve monitoring, alerting, automation, or support processes. Contribute to problem management through trend analysis, repeat-incident identification, and root cause investigations. Participate in the planning, implementation and testing of SAP features and functions. Assist with the configuration of SAP solutions while understanding cross module impacts across finance, inventory, sales and reporting. Support change and release activities by validating fixes prior to deployment and monitoring post-change outcomes during the multi-year transformation program. Support day-to-day operations for SAP ECC and/or

SAP S/4HANA

environments, focusing on monitoring, error handling, and functional issue resolution. Escalate functional or configuration-related issues appropriately while providing strong diagnostic input. Monitor application health, jobs, and interfaces to proactively identify and address issues before business impact occurs. Troubleshoot and resolve integration points between SAP and downstream/upstream systems, coordinating with integration and middleware teams as needed. Build working knowledge of SAP business processes and system behavior through hands-on support experience and mentorship. Understand how failures propagate across systems and processes, and communicate impact clearly to business and IT stakeholders. Create and maintain support documentation, runbooks, knowledge articles, and troubleshooting guides. Execute support activities in accordance with IT Service Management (ITSM) processes, including incident, problem, change, and release management. Ensure accurate and timely ticket documentation, including clear problem statements, investigation steps, resolution details, and business impact. Participate in post-incident reviews, lessons learned, and operational improvement initiatives. Continuously develop SAP platform knowledge, service management skills, and technical troubleshooting capabilities through training and experience.

Essential Functions:

Strong analytical, diagnostic, and troubleshooting skills Solid understanding of ITIL / service management concepts and disciplined execution of support processes Strong written and verbal communication skills, including technical issue articulation Ability to manage multiple concurrent issues in a fast-paced production environment Proven ability to quickly learn complex enterprise systems and business processes Willingness to participate in on-call rotation and support critical operations Demonstrate strong ownership, accountability, and customer-focused behavior during high-impact incidents. Ability to participate in a 24/7 on-call rotation to support critical business operations, including after-hours incident response.

Basic Qualifications:

Bachelor's degree in Information Technology, Engineering, Business, or related field preferred 3+ years of experience in application support, production operations, or enterprise system support Demonstrated experience working in a formal ITSM / ITIL-driven support environment Experience supporting mission-critical business applications in production Ability to analyze system issues beyond surface-level symptoms and drive resolution Experience supporting ERP systems (SAP, Oracle, or similar) Exposure to SAP ECC and/or

SAP S/4HANA

environments Experience with system integrations, batch processing, or interfaces (IDOCs, EDI, middleware) Familiarity with retail, supply chain, finance, or large-scale transactional environments Wawa will provide reasonable accommodation to complete an application upon request, consistent with applicable law. If you require an accommodation, please contact our Associate Service Center at asc@wawa.com. Wawa, Inc. is an equal opportunity employer. Wawa maintains a work environment in which Associates are treated fairly and with respect and in which discrimination of any kind will not be tolerated. In accordance with federal, state and local laws, we recruit, hire, promote and evaluate all applicants and Associates without regard to race, color, religion, sex, age, national origin, ancestry, familial status, marital status, sexual orientation or preference, gender identity or expression, citizenship status, disability, veteran or military status, genetic information, domestic or sexual violence victim status or any other characteristic protected by applicable law. Unlawful discrimination will not be a factor in any employment decision. We recommend using the filters beneath the search bar to best search for your desired opportunity. Corporate or Wawa Beverage Company (WBC)

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Please use the distance and location filter to view opportunities near you. Here at Wawa, the sky's the limit. Voted as "America's Favorite Convenience Store," Wawa operates a chain of convenience retail stores located in Pennsylvania, New Jersey, Delaware, Maryland, Virginia, Florida, Alabama, North Carolina and Washington D.C. Today, Wawa is your all day, every day stop for fresh, built-to-order foods, beverages, coffee, fuel services, and surcharge-free ATMs. We're making every day a little more fulfilling—one smile, hoagie, and experience at a time. We know that it's our Associates who put the "wow" in working at Wawa, so we're invested in giving them the encouragement they need to take flight. By providing flexibility and support, at work and beyond, we create an environment where everyone can thrive. We believe that with the right ingredients to grow and build a career—and a little wind beneath the wings—our Associates can reach new heights. Guided by our commitment to community, Wawa Associates take pride in putting people first, making days brighter, and bringing joy to our friends and neighbors. With opportunities such as volunteering, charitable giving, and events, we're able to extend care beyond the workplace, building stronger neighborhoods and long-lasting relationships. We have benefits that fuel well-being, including:• Employee Stock Ownership Plan (ESOP) Tuition Reimbursement 401(k) Plan Medical/Dental/Prescription Coverage Flexible Spending Accounts (Health Care & Dependent Care) Employee Assistance & Wellness Programs Employee Credit Union Paid Time Off Employee Resource Groups •eligibility requirements may apply For Technical Issues regarding your application please email: recruitingsupport@wawa.com.