SAP Senior Support Engineer Job in Newtown Square, Pennsylvania
Requisition ID: 128008
Work Area: Customer Service and Support
Expected Travel: 0 - 80%
Career Status: Professional
Employment Type: Regular Full Time
Original Posting Date: 9/29/16
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.
Purpose and Objective: SAP America, Inc. seeks a Senior Support Engineer at our Newtown Square, PA location (& various client sites nationwide) to be responsible for the delivery of onsite and remote services for MaxAttention, Safeguarding and Mission Critical Support (Escalations andTask forces, MCS Back office) including Optimization, Assessment, Technical Integration/ Validation, Empowering trainings and workshops.
Expectations and Tasks: Performs root cause analysis and delivers services in very complex environments for specific areas for the top customer segment. Leads de-escalation activities onsite at critical customers (De-escalation Architect). Plays a key role in war room engagements. Delivers onsite services as Team Lead for critical customers. Identifies top issues of engagements at critical customers. Leads analysis of system landscape and technical issues. Leads analysis of core business processes for all applications. Leads analysis of system and application operation. Develops comprehensive service plans for customers. Delivers onsite services as functional expert for broad area of topics. Covers at least one area of expertise within E2E Solution Operations: E2E Root Cause Analysis and diagnostics (incl. certification), E2E Change Control Management, E2E Business Process Integration and Automation Management, and E2E Enterprise SOA. Delivers technical integration validation. Performance analysis and optimization of E2E business processes. Data consistency analysis. Check of critical interfaces regarding performance and transactional correctness. Initiate and leads new initiatives and activities for preventive services. Develops concepts for service / business process / product development. Gives feedback to development to enhance/adapt existing services, business process, products and functions. Builds up expert knowledge and develops support services for new products/components and ramp-up solutions. Adapts standard service products to customers' individual needs. Is driver in projects and key project member. Takes over back office responsibilities as de-escalation architect. Performs weekend duty manager tasks. Develops and executes service and de-escalation plans for critical customers. Delivery of Remote Services for SLO Conversion Projects (e.g. Chart of Accounts Conversion) including evaluation, planning and coordination of SLO conversion projects in collaboration with the customer and the responsible SAP subsidiaries and execution of preliminary analyses in preparation of SLO conversion projects, including ensuring SLO conversion project success (on budget, on time and on quality) and managing and mitigating project risks, including harmonizing data in customers' existing SAP applications, adaptations of SLO conversion services to customers' individual needs, analysis of errors and independent error handling (without SLO Development Support). Delivery Onsite & Remote Services for SLO Support Services for MaxAttention including Optimization, Assessment, Technical Integration/ Validation, Empowering trainings and workshops. Delivery Remote Services for the SAP General Ledger Migration service including Assessment and Technical Integration/Validation. Initiate and leads new initiatives and activities for preventive services. Develops concepts for service / business process / product development. Gives feedback to development to enhance/adapt existing services, business process, products and functions. Builds up expert knowledge and develops support services for new products/components and ramp-up solutions. Adapts standard service products to customers' individual needs. Is driver in projects and key project member. 80% travel to various client sites nationwide.
Education and Qualifications/Skills and Competencies: Bachelor’s degree in Computer Science, Engineering, Math, Physics, Information Systems or a related field and 5 years of experience. Will accept a Master’s degree and 3 years of experience.
Work Experience: Experience must involve general consulting, integration knowledge, cross-topic: internal methods and tools, business component know-how; software development and programming, system performance; customer care, managing customer solutions and escalations, business process analysis, NetWeaver know-how for customer support; knowledge in at least one component: root cause analysis, change control management, business process integration management, automation, SOA; implementing or supporting SAP Basis NetWeaver environment; identifying technical risks within the SAP product suite; full life-cycle implementation of SAP products; IT principles during implementation and operations phases of SAP products; core business processes in the SAP product suite and underlying technology which supports them; experience in at least one SAP solution or technology; analysis, debugging, and development. 80% travel to various client sites nationwide.
Travel: 80% travel to various client sites nationwide.
Internal use only: reference code lhrs4262
SAP'S DIVERSITY COMMITMENT
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.
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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