- Act as technical point of contact for all customers, consultants and partners requiring support on the usage of SAP Solution Manager, more specifically in Change Request Management, IT Service Management and Focused Build components. - Provide assistance through different communication channels, such as ticketing system, chat, remote session and e-mail. - Send first response for all your incoming cases, validating their business impact and priority, adhering to the corresponding SLAs (Service Level Agreements), and aligning expectations about next steps and communication. - Analyze, research, and document your troubleshooting advances on all your assigned cases. - Act as a key contributor in the creation of documentation for both internal and external use. - Deliver ABAP troubleshooting and ABAP Basic trainings.