SAP IT Technology Senior Consultant - SuccessFactors (H/F) Job in Paris, France
Requisition ID: 128299
Work Area: Information Technology
Expected Travel: 0 - 20%
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.
Work with the SF Operations Executive and Management teams to get an understanding of current escalated customers. Participate with Executive Management on customer calls to report on customer status
Work with the escalated customers to understand any ongoing issues like system stability and performance, connector or extract jobs stability, reporting issues etc.
Keep track of the issues experienced by customers, schedule recurring meetings with the customers, follow up on issue resolution and proactive communication with the customers on troubleshooting efforts and resolution
Proactively track maintenance activity scheduled within the data centers and understand the impact to escalated customers and communicate this impact to customers while providing any necessary guidance to the SF Operations teamKey Responsibilities:
Work with the SF Operations team across the application, database, network and architecture layers to understand root cause of issues and resolution
Work with the SF Operations team to document any processes, best practices and publish them or socialize these amongst the relevant teams.
Work with the Cloud Factory support team to improve processes around system monitoring, alert responses and communication around issues
Work with the Professional Services team to provide input from operations and answer any questions around customer environments and Operations process and procedures
Work with the Customer Success team on any escalations that require attention from the Operations team, internally coordinate with appropriate resources based on priority and business impact
Work as a project coordinator/project manager on other projects that may be considered beneficial in improving operational stability and decreasing escalations for customers at large
Work with other areas of the organization like iContent, Critical Accounts, Engineering, Sales as relevant to escalated customers and to improve overall processesKnowledge/ Skills/ Expertise:Required4-7 years’ experience with the following:
IT systems, preferably HR systems
Working on projects, dealing with large complex implementations
Working in a customer support role for large accounts
Working on incident management or issue escalation and resolution
Bachelor or Master Degree in Business or Technology or relevant business experience
PMP Project Management Certification
ITIL related coursewareKey Interfaces:
Central Operations Team
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.
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: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com , APJ: Careers.APJ@sap.com , EMEA: Careers@sap.com ). Requests for reasonable accommodation will be considered on a case-by-case basis.
Additional Locations: No Selection