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Lumen SAP Retail AMS Lead in Albany, New York

About Lumen

Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

The SAP Retail AMS Lead will work in a client facing role leading a hybrid application management support (AMS) team supporting SAP Retail business processes across all channels globally.

The Main Responsibilities

Primary responsibilities of the SAP Retail AMS Lead encompass being the liaison between the Lumen offshore support team and the client business and IT teams. AMS On-site Lead acts as the face of the Lumen AMS team and is responsible for ensuring fulfillment of all contractual obligations as well as complete customer satisfaction. The Lead role requires excellent problem-solving, communication and facilitation skills and a customer-centric attitude along with a laser focus on guarding the AMS scope.

Primary responsibilities of the SAP Retail AMS team encompass providing service level-based support of all SAP Retail functionality (POSDT, MDM, SD, MM, FICO, PI, BASIS, ABAP to name a few) and all interfaces with various non-SAP systems. Typical support activities include incident resolution, root cause analysis, minor enhancements, minor configuration changes, and cross-functional alignment with client business and IT teams and other service providers. AMS support also involves continuous improvement and resulting capacity creation by eliminating repetitive issues with minor system and/or business process changes.

What We Look For in a Candidate

  • The ideal candidate will be a seasoned project manager, an excellent communicator, and an experienced SAP functional consultant with

  • Broad knowledge of the SAP Retail portfolio to lead incident resolution in relevant area

  • Strong process and functional knowledge of three or more modules - SD/OTC, MM/P2P, Logistics, Retail Master Data, Finance, POSDT

  • Deep understanding of integration points among various SAP modules as well as integration of SAP with numerous other non-SAP systems

  • System/Platform: S/4HANA, SAP Retail and Integration with SAP and 3rd Party systems

  • Industry experience required: Retail

  • Ensure SLA’s are met and escalations are prevented

  • Lead and guide the Offshore team in providing effective SAP Retail AMS support

  • Monitor the AMS scope and ensure it is followed by both the client and the AMS teams

  • Align with client Project teams to ensure adequate, timely knowledge transfer to the AMS team

  • Possess excellent problem-solving skills to ensure quick resolution of issues

  • Excel capabilities to analyze incident data and patterns

  • Communication –

  • Ability to create and deliver customer facing presentations

  • Possess excellent facilitation skills to achieve alignment among multiple parties

  • Ability to work and communicate with Offshore team members across the globe

  • Confident written, verbal, e-mail, and inter-personal communication skills.

  • Available to travel up to 70% to client site as directed

Additional Preferred Qualifications:

  • Master’s degree in Engineering and/or business administration

  • Prior experience in a team lead role with geographically diverse teams

  • Applicable SAP or Industry Certifications

  • Understanding and experience with SAP Best Practices

  • Experience with SAP Solution Manager

  • Experience with ServiceNow ticketing tool

Requisition #: 273497

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.


The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

Salary Range

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This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. ( We're able to answer any additional questions you may have as you move through the selection process.

As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here. (

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

Salary Range

Salary Min :


Salary Max :


This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.