Hiring: SAP Operations and Metrics Manager Company: Johnson Technology Systems Inc Location: Reston, VA Job Posted Time: 2026-09-12 12:51:25 Employment Type: Remote Target Skills & Keywords : Microsoft Excel, Python, SAP, SQL, ServiceNow, Stakeholder Management About the job Experience: •5+ years of experience in IT operations, service delivery, managed services, ITSM, reporting operations, PMO, or a comparable operational coordination role. Required Skills: •Act as the central liaison between SAP technical teams—including BASIS, cloud/infrastructure, database, monitoring, service desk, and application support—and the reporting/analytics team. •Establish and manage a monthly reporting calendar, data-request schedule, ownership matrix, validation checkpoints, and delivery deadlines. •Gather raw operational data from relevant sources such as ServiceNow, monitoring platforms, SAP operations tools, spreadsheets, ticketing queues, and team-maintained trackers. •Consolidate data into standardized, repeatable monthly source-data packages for reporting teams and leadership. •Validate completeness, accuracy, consistency, period alignment, duplicate records, metric definitions, and exceptions before data is delivered. •Maintain a clear data dictionary that documents each metric's business definition, source system, calculation logic, reporting cadence, owner, and known limitations. •Coordinate follow-up with technical teams when data is late, incomplete, inconsistent, or requires explanation. •Support monthly service reports, operational reviews, executive dashboards, Monthly Service Reviews (MSRs), Quarterly Business Reviews (QBRs), and customer reporting as required. Qualifications: •Working, high-level understanding of SAP environments and terminology, such as SAP systems/landscapes, BASIS operations, HANA, transports, batch jobs, monitoring, incidents, changes, planned maintenance, and service requests. •Demonstrated capacity to work effectively with technical SMEs without needing to perform hands-on SAP administration or development. •Demonstrated experience gathering, reconciling, and organizing data from multiple teams and systems. •In-depth knowledge of ITIL-aligned processes, including incident, request, problem, change, SLA, and service-level reporting. •Strong Excel skills, including pivots, lookups, data validation, filtering, formulas, and structured templates. Experience with Power BI, Tableau, ServiceNow Performance Analytics, or similar reporting tools is desirable. •Excellent attention to detail, follow-through, stakeholder management, and written communication skills. •Demonstrated capacity to manage recurring deadlines across teams in a fast-paced, multi-client, 24x7 operations environment. •Operational familiarity with service management reporting, including SLA attainment, ticket aging, incident severity, MTTR, availability, change success, request fulfillment, backlog, and customer satisfaction measures. •Exposure to SAP Cloud ALM, SAP Focused Run, Solution Manager, SAP monitoring tools, or enterprise observability platforms. •ITIL Foundation certification or equivalent practical ITSM experience. Compensation: •Flexible work environment (work from home / hybrid options) Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!