SAP Support Specialist

Role: SAP Callidus (SAP Commissions) Support Lead Location: Reading, UK - Hybrid Job Type: Contract - Inside IR35 Note: No Sponsorship Job Title: SAP Callidus (SAP Commissions) Support Lead Experience: 8–12 Years (with at least 5+ years in SAP Commissions/Callidus and 2+ years leading L2/L3 support teams) Job Description: Lead on-site application support for SAP Callidus (SAP Commissions) as the single point of accountability for incident, problem, and change management.

Own day-to-day stability of commissions operations—including data loads (EIM), crediting and compensation calculations, payee management, pipeline monitoring, and release readiness—while collaborating closely with Business (Sales Ops/Finance), IT, and SAP product support.

Ensure SLA/OLA adherence, audit readiness, and continuous improvement of processes, tooling, and knowledge assets for a business-critical incentive compensation platform.

Key Responsibilities

Service Operations: Lead daily stand-ups for production support, manage queues (e.g., ServiceNow/Jira), and maintain MTTR/FTR within agreed SLAs. Incident & Problem Management: Drive end-to-end triage, RCAs, corrective actions, and problem records for recurring issues; publish incident communications.

Change & Release Management: Plan and execute configuration changes, patches, and releases; maintain regression test suites and UAT coordination; obtain CAB approvals. Application Configuration: Maintain plans, rules, rate tables, calendars, roles/partitions, and position/payee hierarchies; ensure version control and documentation.

Data & Integration Operations: Own EIM loads, validations, and reconciliations; monitor pipelines/schedulers; coordinate fixes across CRM/ERP/iPaaS teams. Payout Accuracy & Period Close: Run/monitor calculations, validate results with Finance/Sales Ops, manage disputes/adjustments, and sign-off for payroll integration.

Performance & Stability: Track and remediate long-running jobs, bottlenecks, and data quality defects; recommend design optimizations. Governance & Reporting: Provide weekly/monthly service reports (SLA/OLA, incident trends, backlog, risk/issues, improvement actions); maintain SOPs and runbooks.

Security & Compliance: Enforce access controls, segregation of duties, and audit evidence; support internal/external audits with complete documentation. Stakeholder & Vendor Management: Coordinate with SAP Support and implementation partners; manage priorities, escalations, and communications with business sponsors.

Team Leadership & KT: Coach support analysts, plan shifts/on-call rotations, and maintain a robust knowledge base for faster resolution. Continuous Improvement: Identify automation opportunities, enhance monitoring/alerting, and drive post-incident reviews for sustained reliability. Must Have

Skills

Hands‐on expertise in SAP Commissions (Callidus) configuration: crediting, compensation rules, plans, rate tables, calendars, positions/payees, and security (roles/partitions). Strong L2/L3 production support experience: incident triage, root‐cause analysis (RCA), defect resolution, workarounds, and communication management.

Data operations proficiency: EIM templates, data validations, reconciliation, pipeline/job scheduler monitoring, and performance tuning. Integration knowledge with CRM/ERP and ETL/iPaaS (e.g., Salesforce/CRM, SAP, SAP CPI/Informatica); ability to read and troubleshoot interface files and APIs.

Service management and governance: ITIL processes for Incident/Problem/Change, CAB readiness, release/hotfix planning, and regression testing. Stakeholder management and communication: working with Sales Operations, Finance, HR, and cross‐functional IT teams; creating status reports and runbooks.

Analytical skills with SQL/Excel for data analysis, variance checks, payout reconciliations, and audit evidence preparation. Team leadership: mentoring L1/L2 analysts, workload prioritization, shift/on‐call planning, and knowledge base development.

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