SAP Cloud MSP Reporting and Documentation Specialist
Johnson Technology Systems Inc
Reston, VA
Information Technology, Engineering
JTSi is a federal government consulting firm, providing technical services to the Federal Government, i.e., DoD, Client and various Civilian Agencies. We are proud to have earned the reputation of honesty, integrity and the ability to build long-term professional relationships with our employees and clients. Please visit our website at www.JTSUSA.com to learn more about who we are and what we do.
Company Name: - JTSi (Johnson Technology Systems, Inc.)
Title: SAP Cloud MSP Reporting and Documentation Specialist
Location: Onshore
Salary : $80K- $81K on W2
Description Of Project And Tasks
Key Responsibilities
" Prepare daily, weekly, and monthly operational reports covering incidents, service requests, change records, ticket aging, SLA compliance, backlog, and service trends.
" Maintain and update support documentation, including standard operating procedures, runbooks, work instructions, knowledge articles, escalation matrices, and shift handover documentation.
" Work within SNOW/ServiceNow to monitor, review, update, and validate incidents, requests, change tickets, and task records for completeness and accuracy.
" Perform ticket quality reviews to ensure proper categorization, assignment, resolution notes, closure evidence, and documentation compliance.
" Develop customer-facing and internal reporting packs for service reviews, operational meetings, and management reporting.
" Coordinate with SAP support teams to capture recurring issues, known errors, root cause trends, and process updates for documentation and knowledge management.
" Support audit-ready operational recordkeeping in structured and compliance-sensitive support environments
" Track service delivery KPIs and recommend improvements to reporting structures, documentation standards, and workflow consistency
" Ensure documentation repositories remain current, organized, and aligned with live support processes
" Assist leadership with operational insights and reporting needed to support continuous improvement and client satisfaction
Required Qualifications
" Bachelor's degree or equivalent professional experience in Information Systems, Business Administration, Computer Science, or a related field.
" 3+ years of experience in IT operations, managed services, service reporting, technical documentation, or service management support.
" Hands-on experience using SNOW/ServiceNow for ticket tracking, incident management, request management, and change management.
" Experience creating structured reports, dashboards, and operational summaries for service delivery teams or leadership.
" Strong writing and documentation skills with the ability to create clear, accurate, and controlled technical and operational documents.
" Familiarity with ITIL-based processes such as incident, change, problem, and request management.
" Working knowledge of SAP support operations, ideally within an SAP BASIS or SAP infrastructure support environment.
" Strong Microsoft Excel, Word, and PowerPoint skills.
" Excellent attention to detail, organization, communication, and time management skills.
Preferred Qualifications
" Experience in SAP managed services or MSP environments.
" Experience supporting regulated environments such as Federal, DoD, ITAR, or FedRAMP-oriented operations.
" Familiarity with SLA-driven 24x7 support models.
" Experience with knowledge management, operational governance, and audit-support documentation.
" ITIL Foundation certification or ServiceNow certification is preferred.
What success looks like
" Accurate and timely operational reporting for internal and customer use.
" Improved quality and completeness of ticket documentation in SNOW/ServiceNow.
" Well-maintained SOPs, runbooks, and knowledge documentation that support efficient delivery.
" Clear visibility into SLA performance, ticket trends, backlog, and service risks.
" Strong documentation discipline that supports secure, high-accountability client environments.
Why join us
" This is an opportunity to join a growing managed services organization with a strong reputation in secure SAP support delivery and a focus on operational excellence. The role offers meaningful exposure to SAP service delivery, structured process improvement, and support operations in highly accountable client environments.
We recruit, employ, train, compensate and promote without regard to race, religion, color, citizenship, national origin, age, sex, gender, gender identity/expression, sexual orientation, marital status, disability, genetic information, veteran status or any other characteristic protected by federal, state, or local law.
Disclaimer: Nothing in this job description/posting shall constitute an offer or promise of employment. If you are not reviewing this job posting on our Careers' site http://jtsusa.com/careers or one of our approved job boards we cannot guarantee the validity of this posting. For a list of our current postings, please visit us at http://jtsusa.com/careers
About the company
Company website•IT Services and IT Consulting
Driving Digital Transformation with Cutting-Edge IT & Engineering Solutions
Established in 2003, JTSi (Johnson Technology Systems Inc.) is a trusted IT and Engineering Services provider with a strong track record of delivering mission-critical solutions to both the Public and Private Sectors. We specialize in Digital Transformation, Cloud Migration, SAP RISE implementation, S/4HANA upgrades, SAP BTP solutions (Concur, SuccessFactors), SAP AI (Joule) strategy, and Managed Services (MSP)—helping businesses and government agencies optimize operations and achieve success.
With a customer-first approach, we don’t just offer services; we build long-term partnerships that drive innovation and efficiency. Our solutions are backed by an experienced team of cleared professionals, including PMI, ITIL & Black Belt-certified managers, ensuring secure, scalable, and high-performing IT environments.
Why JTSi?
✔ Trusted by the U.S. Department of Defense since 2003
✔ Proven success in Government & Commercial Sectors
✔ ISO 20000-1 & CMMI-L3 Certified | ITAR Registered
✔ Highly successful Cooperative R&D Agreement with the U.S. Army
✔ 97% rating in D&B/Open-Ratings Supplier Performance Evaluation
✔ Expertise in SAP, AI, Cloud, and Managed Services
✔ Cleared Facilities with Dedicated Security Officers Onsite
✔ University Innovation Center Partnerships
From SAP RISE implementation to Cloud Migrations and AI-driven automation, JTSi is at the forefront of innovation. Our E2E cloud-based processes and MSP solutions enable organizations to scale efficiently while staying compliant with DoD, FedRAMP, CMMC, and ITAR standards.
At JTSi, "Customer is Always First." We do what we say—ensuring reliability, security, and unmatched excellence in IT services.
Explore the future with JTSi. Connect with us today!