Officeworks
Support Associate Analyst
Bengaluru, IN
Role snapshot
Officeworks is hiring a Support Associate Analyst on a full-time basis. This is a role based in Bengaluru, IN.
- Company
- Officeworks
- Location
- Bengaluru, IN
- Job type
- Full-time
- Experience
- 2+ years
- Posted
- Oct 15, 2026
Who this role suits
People with roughly one to three years of experience who can own small pieces of work with light guidance and want to widen their scope.
How to prepare your application
- Prepare two or three stories about work you owned end to end, including one thing that went wrong and what you changed.
- Read what Officeworks publishes about its product or team, so you can say clearly why this role and this company.
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About the role
Why this role exists:
The Support Associate Analyst provides application support to ensure service continuity, incident resolution, and continuous improvement of the SAP platform. This role solves the problem of platform downtime and user friction by managing the end-to-end incident lifecycle. This role troubleshoots a mix of repeatable and complex production issues to maintain operational reliability.
Where you will make a difference:
In this role you will:
Service Operations & Incident Management:
- Manage incidents, service requests, and problems to ensure timely resolution and service continuity.
- Perform root cause analysis and implement preventive actions to reduce recurring issues.
- Handle day-to-day troubleshooting and post-deployment validation for platform releases.
- Achieve key performance indicators aligned to the overall strategy and strategic objectives.
Knowledge & Documentation:
- Maintain the knowledge base and operational documentation to enable self-service and team efficiency.
- Develop and update knowledge articles based on incident resolutions and platform changes.
- Ensure all technical documentation complies with established governance and security standards.
Governance, Compliance & Safety:
- Ensure documentation and vendor engagement complies with applicable laws and policies.
- Integrate compliance requirements into daily support practices and planning.
- Identify and report site hazards or incidents to support a safe working environment.
Stakeholder Engagement & Accountability:
- Liaise with business users to provide simple, helpful, and affordable technical solutions.
- Demonstrate a strong sense of personal accountability for SLA performance and results.
Who you will be working with:
- Internal: SAP Solution Architects, Administrators, Functional Analysts, Developers, and Quality Analysts.
- Internal Partners: End users and IT Service Management.
- External Partners: SAP Support and Managed Service Providers.
What success looks like:
- Service Reliability: Maintaining SLA adherence >98% and a ticket reopen rate 5%.
- Operational Efficiency: Reducing Mean Time to Repair (MTTR) by >15% year-on-year.
- Customer Satisfaction: Achieving a customer satisfaction rating of >85%.
- Productivity: Increasing tickets resolved per analyst by 10% year-on-year.
How you will lead:
Individual Contributor:
- Lives our Officeworks values and behavior's.
- Proactively contributes to a safe working environment, escalates appropriately if there are unsafe conditions or inappropriate behavior.
- Operates in line with applicable Officeworks company policies and Code of Conduct.
- Demonstrates a strong sense of personal accountability and curiosity to learn and develop.
Qualifications and work experience:
Essential:
- Education: Degree in I.T. or a related field.
- Experience: 2+ years of SAP or enterprise application support experience.
- Core Skills: Excellent communication skills and a strong customer focus.
- Technology Proficiency: Familiarity with SAP S/4HANA, SAP BTP, SAP Cloud ALM, ITSM Platforms, and Jira.