Implementation Specialist

Principal Specialist / consultant - SAP Fieldglass

Location : Bangalore / Hyderabad - Hybrid work model ( 2-3 days from office )

Shift : Rotational Shift -NAM, EMEA, and APAC time zones.

Experience : min 7+ years in SAP Fieldglass Implementation , Configuration and Support

The Senior SAP Fieldglass Professional is responsible for managing and resolving VMS-related case management tickets, coordinating with cross-functional teams, and ensuring high standards of quality and compliance with Service Level Agreements (SLA). This role involves regional coordination and continuous process improvement, contributing to the efficiency of case handling and project implementation.

Key Responsibilities

VMS Case Management: Handle and resolve support tickets raised on platforms like Freshdesk or Service Now, specifically related to Vendor Management System (VMS) tools such as Fieldglass, VNDLY, and Beeline.

Cross-Squad Collaboration: Support over 20 internal squads by efficiently managing incoming requests, providing expert guidance, and maintaining consistent resolution standards across all interactions.

Quality & SLA Adherence: Maintain accuracy, timeliness, and full compliance with Service Level Agreements for all support and project tasks.

Project Management Support: Coordinate with Tech PMs, Associate Tech PMs, and Data Analysts to facilitate the implementation of incoming project requests.

Process Improvement: Proactively identify recurring case trends, suggest system and process enhancements, and help reduce turnaround time for support cases.

Documentation & Knowledge Sharing: Contribute to and maintain internal documentation, including FAQs and process references, to standardize responses for recurring issues.

Regional Coordination: Act as the primary Service Level contact from India, ensuring seamless and collaborative relationships with EMEA, APAC, and NAM teams.

Required Skills and Qualifications

Experience: 7+ years in VMS support (Fieldglass, Beeline, or VNDLY),

Technical Proficiency: Advanced expertise in Freshdesk/ServiceNow and a strong functional understanding of SAP ecosystems.

Analytical Leadership: Proven ability to translate data-driven insights into actionable process improvements.

Communication: Exceptional verbal and written communication skills for managing global cross-regional stakeholders.

Operational Agility: Ability to prioritize multi-squad demands while maintaining high accountability for team-wide deliverables. Additional Information

Work Location: Hyderabad/Bengaluru (Hybrid).

Shift Flexibility: Must be able to oversee operations across NAM, EMEA, and APAC time zones.