The MDG First Level Support Specialist serves as the primary contact for business users regarding Master Data Governance (MDG) processes and applications. The role focuses on resolving master data incidents, requests, and inquiries, performing ticket triage, troubleshooting issues, and ensuring high-quality support while collaborating with business stakeholders and technical teams.
Key Responsibilities:
Provide first-line support for MDG-related incidents, requests, and user inquiries.
Assess, prioritize, resolve, or escalate support tickets while maintaining complete documentation.
Guide users through MDG processes and system functionalities.
Perform troubleshooting, root cause analysis, and support preventive actions.
Monitor support queues and ensure compliance with SLAs.
Execute operational tasks, data validations, and quality checks.
Collaborate with business users, Product Owners, Business Process Owners, and technical teams.
Contribute to knowledge base maintenance, process improvements, and MDG enhancement initiatives.
Requirements:
Bachelor's degree in IT, Business Administration, Supply Chain, Finance, or a related field.
Experience in support, service desk, master data, or business operations environments - it’s a huge asset.
Basic understanding of Master Data Management (MDM) and Master Data Governance (MDG).
Experience with ticketing and incident management tools - it’s a plus!
Knowledge of SAP MDG, SAP ERP, or similar enterprise systems is an advantage.
Key Competencies:
Strong analytical and problem-solving skills.
Customer-oriented mindset and effective communication skills.
Experience with troubleshooting and root cause analysis.
Attention to detail and focus on data quality.
Ability to work in a global, cross-functional environment.
Strong organizational and stakeholder management skills.
Success Measures:
Timely resolution of support tickets within SLA targets.
High customer satisfaction and accurate ticket documentation.
Reduction of recurring issues through effective root cause analysis.
Strong collaboration with business and technical stakeholders.
