AMS Functional Consultant - SAP MM / SAP FI / SAP SD

Who We Are

At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world's leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people-Kyndryls-that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive.

The Role

Key Responsibilities

1) Incident Management and Dispatching (AMS / Dispatcher)

• Receive, log, and classify incidents and service requests within the AMS service related to the assigned SAP module (MM or FI or SD).
• Perform initial triage to identify incident type, affected process, business impact, and priority.
• Resolve Level 1 and selected Level 2 functional incidents within the defined scope.
• Correctly route and escalate incidents requiring specialized support to the appropriate resolver groups (senior functional consultants, ABAP, BASIS, interfaces, security, etc.).
• Ensure tickets contain complete and high‑quality information prior to escalation (clear description, transactions, documents, evidence).
• Actively track the full ticket lifecycle, ensuring timely updates, correct ownership, and SLA compliance.

• Perform functional analysis of processes related to the assigned module:
  • MM: purchasing, requisitions, purchase orders, goods receipts, logistics invoices.
  • FI: general ledger, accounts payable/receivable, accounting documents, reconciliations.
  • SD: sales orders, deliveries, billing, pricing.
• Identify whether incidents are operational, configuration, data‑related, or process‑driven.
• Execute and coordinate functional testing to validate fixes or implemented solutions.
• Document analyses, root causes, and implemented solutions for future reference.

• Act as an operational control point between end users, Service Desk, and SAP support teams.
• Coordinate with senior consultants and technical teams to ensure proper ticket assignment and resolution.
• Participate in operational follow‑up meetings and incident review sessions.
• Apply AMS governance, escalation, and change control guidelines.

• Maintain up‑to‑date operational documentation: escalation flows, dispatching criteria, incident categorization, and functional guides.
• Support the preparation of operational reports (ticket volumes, resolution times, backlog, trends).
• Record recurring solutions and incident patterns in the AMS knowledge base.
• Support audits and internal reviews by providing service evidence and operational metrics.

• Actively participate in SIT/UAT functional testing, validating processes for the assigned module.
• Provide support during release cycles, prioritizing and routing post‑production incidents.
• Support stabilization phases, ensuring operational continuity.

• Identify improvement opportunities in incident classification, prioritization, and routing.
• Propose operational adjustments to reduce resolution times and rework.
• Collaborate in standardization, documentation, and AMS Service Desk optimization initiatives.
• Support knowledge transfer activities for more junior team members.

• Functional experience in one of the following SAP modules:
  • SAP MM
  • SAP FI
  • SAP SD
• End‑to‑end process knowledge of the assigned module.
• Hands‑on experience with SAP standard transactions and document analysis.
• Experience with SAP ECC and/or S/4HANA.
• Experience using ticket management tools (ServiceNow, Remedy, Jira, or similar).
• Practical knowledge of ITIL and AMS operating models.

• Strong functional analysis and operational decision‑making skills.
• Clear communication with users, Service Desk, and technical teams.
• High level of organization and service control.
• SLA‑driven, quality‑oriented mindset.
• Collaborative attitude and continuous improvement focus.
• Effective time management and ability to handle multiple incidents.

• Bachelor's degree in systems engineering, computer science, administration, accounting, or a related field.
• Functional training in SAP MM, FI, or SD (according to assigned module).
• ITIL or SAP certification (desirable).

• 3 to 5 years of experience in SAP functional support within an AMS model.
• Prior experience in dispatcher, control desk, or advanced Level 1 support roles.
• Participation in productive support, operational stabilization, or AMS transitions.

• Availability to support maintenance windows and release activities.
• Continuous interaction with end users and multidisciplinary SAP teams.
• Remote or hybrid work model, depending on the AMS service setup.

• Spanish - 100%
• Basic to intermediate technical English (ticket handling and documentation).