| SAP Support Engineer-Remote USA at Remote, Remote, USA |
| Email: [email protected] |
| From: Ryan, nitya software [email protected] Reply to: [email protected] Role: SAP Support Engineer Positions Available: 1 Est. Days: 2080 Hours Location: Remote Security Level: US Citizen Est. Start date: 03/01/24 Skill Level: Senior Project: NS2 Support Team Employment Requirements: US Citizen Must be willing to be converted as FTE at SAP NS2 Experience Level: Senior Key Notes: Process Service Now Cases providing excellent support to our CRE and DOD customers. Knowledge of supply chain management advanced planning tools, SQL, etc... Brief Description: The primary responsibilities of this role are core customer support, innovation and proactive activities and participation in a continuous learning culture. Individuals in this position align most frequently with our customers in this role and work collaboratively with local people managers and technical leads to delight our customers. PROFILE Individuals in the Support Engineer profile are the foundation of the Product Secure Support organization. These individuals are gaining deeper technical knowledge in their Product Family and expanding their knowledge to include other Product Families. They help customers resolve more and more complex issues and do so in a way that consistently delivers a high level of satisfaction. Responsibilities, success factors and competencies can include the following, but may be customized due to regional or business need. Key responsibilities: Deliver Core Customer Support Proactive Support and Innovation Activities Embrace Continuous Learning Culture Key Tasks: CORE CUSTOMER SUPPORT Handle sensitive escalated customer issues in team environments and individual-driven actions (incident solving or real-time support), in cooperation with experienced support engineers if necessary while maintaining a high level of customer satisfaction. Resolve known errors by means of SAP Notes, Knowledge Base Articles, info docs derived from solved customer incidents, documentation, WIKI or verifying customized entries or hardware parameters Perform root cause analysis and provide solutions to customers in complex environments for specific fields/areas. Reproduce customer issues identifying the root cause and interacting with the development team to provide a final solution when required. Perform in weekend support and On-Call activities as required Taking ownership for the incoming queue to ensure fulfillment of customers' SLAs and other contractual KPIs when required by correctly escalating, transferring, and reducing priority on incidents. Demonstrate capability of processing P1 (Priority 1) incidents, requesting assistance as required. PROACTIVE SUPPORT AND INNOVATION Create and maintain knowledge documents to support our customers and help colleagues to prevent similar issues or requests. (WIKI content, Knowledge Base Articles, Guided Answers) Test internal systems to prevent future issues on customer's systems. Contribute to innovation projects aimed at achieving our Vision and Goals and act as a Change Leader in the achievement of those projects. Participate in the SAP Community to help with incident deflection by participating in community discussions in customer and partner communities. (blog posts, tips and tricks, etc.) Drive improvement of Knowledge quality in area of expertise, both internally & externally. Work as functional expert in de-escalation and war rooms. (Engage in critical customer situations - e.g: CIM escalation, account escalation) CONTINUOUS LEARNING CULTURE Find learning opportunities in daily tasks by staying curious and open to new experiences that will improve technical and functional knowledge. Attend e-Learning Lessons, Remote Learning Sessions, Classroom Training and Coaching. Get certified in Classroom Training or e-Learning Lessons as required by product or people leaders. Maintain your knowledge of new functionality and compliance changes. Carry out new tasks and embrace new projects as requested by leaders in the organization. Provide Coaching and Mentoring of new employees or colleagues for specific tasks. (e.g. as a EC-Coach) Demonstrate willingness to fulfill different roles as required to network effectively with stakeholders in the business. Develop deeper technical skills like reading code / debugging / creation of small corrections where applicable. Experience & Educational Requirements 2+ years of implementing, administering, and troubleshooting enterprise level applications. Experience working with software applications with deep experience in Supply Chain Management, SAP Integrated Business Planning experience is a plus. Technical skills. (debugging, tracing, verifying complex customizing) Basic to advanced knowledge of Business Management Basics and of Basic Business Processes. Education Bachelor or Master Degree in Natural Science, Technology, Business or equivalent work experience in related field preferred. Professional Training & Certification. Topic area specific technical/ functional curriculum. Keywords: Delaware |
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| Wed Feb 14 22:36:00 UTC 2024 |