Senior Support Engineer Job

Job Description

Requisition ID: 232639
Work Area: Customer Service and Support
Expected Travel: 0%
Career Status: Professional
Employment Type: Regular Full Time

Original Posting Date: 03 October 2019

COMPANY DESCRIPTION

SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.

Location: Pittsburgh, PA

Purpose and Objective:

Ariba, Inc. seeks a Senior Support Engineer at our Pittsburgh, PA location to perform responsibilities, success factors, and competencies that can include the following, but may be customized due to regional or business need. Key responsibilities include incident solving, knowledge transfer, and support without incidents.

Expectations and Tasks:

For incident solving: perform root cause analysis and provide solutions in complex environments for specific fields/areas; provide workarounds and emergency corrections where no immediate solution can be given; provide solutions in complex environments in cooperation with development support; focus on critical incidents; assume functional responsibility for an area in Cloud Product Support (Topic Owner or NEXUS); global Escalation handling. For knowledge transfer: mentoring; own trainings and workshops; take ownership of product rollout and end-user documentation; create and publish knowledge base articles and WIKI documents; contribute to online customer forums; create and publish white papers; drive creation of knowledge in area of expertise and drive proactively proliferation of knowledge created externally and internally; drive incident deflection initiatives; strengthen the community. For support without incidents (SWI): contribute ideas to help towards the PS vision of SWI; volunteer to participate in projects aimed at achieving the PS vision of SWI; carry out new tasks as requested by STM, GFM and GSC head to help achieve the PS vision of support without incidents, for example participate in the real-time interaction and different personas. Additional tasks include: work as functional expert in de-escalation and war rooms; support management; provide extended and 24 hour coverage; perform weekend duty manager tasks; report errors to development organizations and provide feedback for the development of new SAP Notes; lead internal projects, extended cross LoB activities/communication; analyze incident pattern and trends in area of functional expertise such as increasing incident volume or decreasing customer satisfaction and identify the root cause; identify supportability gaps and work on innovating and improving supportability tools.

Education and Qualifications/Skills and Competencies:

Bachelor's degree in Computer Science, Engineering, or a related field and 6 years of experience required. Will accept a Master's degree and 4 years of experience.

Work Experience:

Experience must include 4 years with the following: ABAP; analyzing system landscape and technical issues; assessing core business processes; analyzing system and application operation; SQL; XML; WebServices; Operational and Strategic Procurement Lifecycle; Level 3 or Level 4 technical support; supporting or integrating SAP ERP and SAP PI system; and process design and configuration.

Travel: N/A

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.

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 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: [email protected] , APJ: [email protected] , EMEA: [email protected] ). Requests for reasonable accommodation will be considered on a case-by-case basis.

Successful candidates might be required to undergo a background verification with an external vendor.

Additional Locations: