SAP SAP Fieldglass - Client Support Analyst Job in Chicago, Illinois

Requisition ID: 124786

Work Area: Customer Service and Support

Expected Travel: 0 - 10%

Career Status: Professional

Employment Type: Regular Full Time


As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

Job Description: Client Support Analyst

W hat We Do:

SAP Fieldglass provides the industry’s leading cloud technology for services procurement and external workforce management. More than 400 global businesses leverage SAP Fieldglass’ intuitive Vendor Management System (VMS) to gain visibility into its external labor, project-based services including Statements of Work (SOWs), independent contractors and additional flexible talent pools.

What Sets Us Apart:

Fieldglass was “born cloud”. As one of the forerunners of today’s highly successful cloud delivery model, Fieldglass has been a Software-as-a-Service application since its start. At a time when many buyers were using behind-the-firewall ERP applications to manage their non-employee workforce, this VMS industry first is now the industry standard.

Some of our attributes include:

  • We are the VMS market leader in global spend and in March 2014 were named the top company in our industry by Forrester Research.

  • Multilingual help desk support is available around the clock 365 days a year – in addition to a dedicated Account Services team.

  • Not only an industry leader but a thought leader - Fieldglass keeps customers up to date with VMS industry knowledge on our ‘From the Field’ blog and social media accounts.

  • We work with the world’s leading companies, including AIG, Verizon, GlaxoSmithKline, Johnson & Johnson, CVS/Caremark, United Airlines, Panasonic, Rio Tinto, Monsanto, and many, many more.

  • We are now part of SAP, a market leading enterprise application software company, helping companies of all sizes and industries run simple.

Company Culture:

Fieldglass encourages an open door policy and a collaborative office environment. Team members across all departments can easily meet together in any of our open office layouts. Those with an entrepreneurial and can-do attitude keep Fieldglass at the top of its industry. Traditional perks include casual dress, generous paid time off, charitable activities, stocked kitchens, great healthcare coverage and more!

Client Support Analyst Job Description:


The Client Support Analyst is an opportunity to be a part of a new team within SAP Fieldglass customer support. This role requires advanced communication skills to engage with customers to understand their business requirements, provide guidance on process options, and development of user documentation. Team members will be expected to actively provide feedback to improve support processes and application functionality.


Customer Support and Incident Resolution

  • Possess exceptional customer service and oral/written communication skills

  • Provide functional application support and resolution to customers’ inquiries received via web form by effectively utilizing email, phone, and community as appropriate

  • Play a critical role in customer success and their realization of SAP Fieldglass’ value

  • Present SAP Fieldglass in a positive and fair manner with knowledgeable answers and timely updates

  • Diagnose and anticipate customer learning needs and recommend appropriate references

  • Collaborate, coordinate, and escalate on customer issues by acting as a customer advocate while working with all departments

Application configuration support

  • Use effective questioning techniques to understand customer business requirements and provide relevant configuration options and reasons

  • Contribute to the development of customer knowledge base content to support application use

  • Communicate errors and improvements to development organizations

Knowledge development

  • Identify and produce self-service customer content such as Forums/Wikis/FAQs to help guide the customer experience in setup and use of the SAP Fieldglass application

  • Contribute ideas to help towards the vision of this new client support team and help develop, document, and improve internal process

  • Effectively transfer knowledge to internal staff and external customers and partners

  • Identify and leverage existing company application resources

Additional Tasks

  • Maintain and follow personal development plan by attending e-Learning lessons and remote learning sessions, classroom training, coaching and on-the-job training

  • Initial deployment is for North American customers but it may be necessary to provide extended coverage on an ad hoc basis


  • Bachelor's degree in Communication, Business, Computer Science preferred

  • Client-facing experience

  • Two years of software support experience within a tech organization

  • Demonstrated ability to understand and manage client expectations

  • Willingness and ability to take direction and coaching from teammates

  • Technical aptitude, strong problem solving and analytical skills

  • "Out of the box", quick thinking; able to ask for help and feels comfortable approaching others; utilizes documentation and best practices well

  • Ability to learn complex concepts and subjects under a variety of conditions including formal and informal training as well as on the job coaching through trial and error; participates in self-study and active learning with the goal of becoming a product subject matter expert

  • SaaS Implementation experience. SAP Fieldglass experience preferred

  • Intermediate Microsoft Office, Word, Presentation and Reporting Skills


To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations team (Americas: or , APJ: , EMEA: ). Requests for reasonable accommodation will be considered on a case-by-case basis.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.

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