SAP SAP Fieldglass - Overnight Application Specialist Job in Chicago, Illinois

Requisition ID: 120254

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: Overnight Application Specialist

What We Do:

Fieldglass, an SAP company, provides a cloud-based Vendor Management System (VMS) to manage contingent workforce and services procurement programs. More than 300 customers leverage Fieldglass to gain visibility into their external workforces, including contingent labor, services managed through Statements of Work and independent contractors while optimizing spend, quality, compliance and efficiency.

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!

Application Support, Overnight Application Specialist:

We are continuously looking for talented people interested in working in a fast-paced, innovative environment to support our expanding group of customers both domestically and internationally. We are currently seeking an Overnight Application Specialist to join our 24-hour Global Application Support Team to provide front-line support for all users of the Fieldglass application around the world. Application Specialists strive to become an expert in the Fieldglass application and resolve requests on the first contact at a very high rate. This position will be located Chicago.

Responsibilities Include:

  • Leads or supports regular strategic and/or high-level tactical discussions with the client to review the use of the application and to design methods for optimizing the customer’s use of application.

  • Provide exceptional support to clients, partners, and internal employees in accordance to Service Level Agreements.

  • Properly manage phone and email queues in accordance to Service Level Agreements.

  • Collect, analyze and work to provide solutions for client/partner initiatives, day-to-day issues and other related responsibilities.

  • Track all work and solutions utilizing trouble-ticketing system.

  • Communicate effectively with internal teams and external clients/partners to deliver product information, properly managing client’s expectations and prompt status updates.

  • People fluent in French, German, Dutch, Spanish, Japanese, Cantonese, or Mandarin are encouraged to apply.

  • Properly documenting results of analysis and obtaining internal team and external clients/partners’ sign-off on solutions and/or processes.

  • Participate on special projects and teams when required.

  • Actively involved in internal regression testing for major releases.

  • Actively keep up to date on the Fieldglass application’s functionality

  • Must demonstrate the ability to work with minimal supervision, quickly adapt to changes, willing to work on tasks until completion and maintain a high level of work performance

We’re Looking For:

  • Bachelor's degree in Management Information System, Computer Science, Business Administration or related course of study with relevant work experience is preferred but not required

  • 2 years of Help Desk/Support Desk experience supporting business software applications is preferred but not required

  • High level knowledge of Excel (Pivot Tables, VLookups, etc.) and medium level knowledge of Word and PowerPoint and familiarity with internet web browsers (IE67, IE7, IE8, Firefox, Chrome, etc.)

  • Experience with call management systems and with trouble ticketing systems and a willingness to work 2nd or 3rd shifts and weekends based on schedule are also required

  • Strong analytical skills, attention to detail, and ability to effectively communicate via written or verbal

  • Possess strong documentation skills, able to work with minimal supervision and work well with immediate team members as well as members of other teams

  • Proven ability to manage multiple tasks and deliver each task on time


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.

Additional Locations: No Selection