SAP Senior Product Support Engineer (SFSF HCM) Job in San Francisco, California

Requisition ID: 120684

Work Area: Customer Service and Support

Expected Travel: 0 - 10%

Career Status: Professional

Employment Type: Regular Full Time

COMPANY DESCRIPTION

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.

The Success Factors Development Support Team purpose is to have top-level Product Support Experts embedded with engineering teams. This ensures quick access to engineering where needed but also ensures ongoing channeling of critical knowledge into the broader support community. “How to debug issues” without requiring engineering resources would be one example of the expected outcome.

Responsibilities:

  • -Increase efficiencies by enhancing process, documentation, and product recommendations to improve the customer experience and incident resolution

  • -Creation of business cases that allow for enhancement/changes to product to deflect incident creation and enhance customer adoption

  • -Utilize Design thinking methodologies to develop prototypes to enhance the overall customer experience based on feedback from customers/incidents being logged

  • -Partner with Success Factors Engineering/Product Management to build/update road map of support tools that will reduce dependencies from Product Support to troubleshoot/debug incidents

  • -Develop quarterly Need to Know or Best Practice sessions on the lessons learned and actions taken from the previous quarter for Product Support, Engineering, and Customer consumption

Knows content/products in market/industry/functional areas:

  • Deep Success Factors product knowledge

  • Implementation of Success Factors solutions

  • Strong computing skills, oriented towards a particular product or group of products

  • Understanding of client specific business processes

  • General IT backend technology experience

  • Expertise in JAVA, XML, JEE, JavaScript, SQL, PLSQL

Has broad knowledge of content/products in market/industry/functional area and is able to adapt new changes/practices in the following areas:

  • Work experience

  • Experience in working with cross-cultural teams or individuals

  • Experience in working with cross-functional teams

  • Experience in managing an external business relationship in a technical environment

Education: Equivalents in Business Administration, Computer Science, Technical Engineering, Economics or related field

Knows content/products in market/industry/functional areas:

  • Success Factors Product Certifications

  • Soft skill Training

Has broad knowledge of content/products in market/industry/functional area and is able to adapt new changes/practices in the following areas:

  • Basis Application Training

  • Expert Application Training

  • Technology Training

  • Java

SAP is not offering international relocation benefits for this role at this time.

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.

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