Senior Support Engineer Job

Gigya Chicago , IL 60602

Posted 6 months ago

Requisition ID: 216815

Work Area: Customer Service and Support

Expected Travel: 0 - 10%

Career Status: Professional

Employment Type: Regular Full Time

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.

ROLE DESCRIPTION:

CoEs provide high-quality support services in the framework of Premium Engagements and Enterprise Support for our customers.

Our methodology is to engage proactively and efficiently with our customers. The objective of the methodology is to holistically understand customer's situation, and jointly defined an action plan and its benefits to improve customers' operations and safeguard their implementation projects.

CoEs develops best practice solutions and operations and establish these during delivery at our customers. This is achieved by a project based delivery approach, which is realized through the cooperation of the Innovation and Operation Control Center (ICC & OCC) at customers and the deployment room in SAP's Mission Control Center (MCC). Foundation is the high level of application, technical and development skills of the CoE colleagues.

With our new ONE Service initiative CoEs will focus on the following key customer-centric principles:

Focus on customer success

Simplify the customer experience

Scale a global integrated delivery model for all services

EXPECTATIONS AND TASKS:

Delivery ONE Service projects workstreams like Project Management, Integration and Development, Test Management or User Training

Brings technical or application expert knowledge into the project

Co-operates with the Focus TQM to answers difficult functional or technical questions and executes concrete tasks

Takes the full responsibility for the quality of the delivered tasks and is accountable for the success

Delivery Onsite & Remote Services for MaxAttention, Active Embedded and Mission Critical

Support (Escalations & Task forces, MCS Back office) including Optimization, Assessment, Technical Integration/ Validation, Empowering trainings and workshops and Engineering Services and System Landscape Optimization (SLO)

Deliver Expert Guided Implementation

Delivers root cause analysis of complex situations

Learns to deliver onsite services as functional expert for broad area of topics

Leads delivery teams and takes customer project responsibilities

Handles critical customers

Actively provide customer feedback to development based on delivery

Drive the development of necessary supportability features and support offerings

Assess the impact of business changes and product innovations

Manages internal service development projects

Delivers high-end services without tool support

Develops comprehensive service offerings and drives industrialization

Develop the expertise in their team and take ownership for all customer deliveries

Analysis if functional gaps in ICC

Execute customer developments in context of ICC

Establish OCCs and necessary IT processes at customers

Implement specific best practice operations scenarios

Develop trainings, specifications and documentation

Covers at least one of the workstreams of projects. Examples for workstreams are:

Application Process Design and Implementation

Definition of customer process model and execution of discovery workshop

Design and implement application architecture

Integration and Development (including Validation)

Take care of the integration topics like user integration, system integration and process integration

Architecture and Infrastructure

Definition of the technical architecture, landscape and underlying infrastructure

Provides a detailed architecture blueprint as basis for the other work streams (like General Basis Support)

General Basis Support

Setup the project and production landscape

Setup the software logistics, provide user access and introduce security aspects

Data Migration

Setup the migration landscape and migration tools

Implement rules for mapping and technical, rule-based data quality measures

RunSAP Like a Factory / Transition to Operations

Definition of the Customer target Operational model

Design and implementation of Incident Management and Change Management processes

System Landscape Optimization (Landscape Transformation Management, SAP LT based projects, SAP General Ledger Migration)

Delivers platform and application related tasks and/or service:

Best practice for solutions for Innovation control center (ICC)

Best practice for operations for Operations control center (OCC)

Integration Validation to orchestrate the handover from ICC to OCC

Service Development:

Initiate and leads new initiatives and activities for preventive services

Develops concepts for service / business process / product development / best practices

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

Additional Tasks

Participate in internal projects driven by internal requirements

Train and coach other CoE Engineers

Organizes delivery and development activities for group of people

Can communicate with senior management

Negotiation Skills

WORK EXPERIENCE:

General application and technology knowledge

Expert knowledge in development or product configuration or technology components

Integrates seamless in project teams and takes an active expert role

EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES:

Executes different type of delivery activities

Fulfills expert role in external or internal project teams

Experience in working with SAP Backoffice functions, such as the Message Solving Organization, Development and the AGS Mission Control Center.

Project Management skills

Team lead skills

English: Fluent

WHAT YOU GET FROM US

Success is what you make it. At SAP, we help you make it your own.

A career at SAP can open many doors for you. If you're searching for a company that's dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment apply now.

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

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.

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

Additional Locations: Virtual - USA



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Senior Support Engineer Job

Gigya