Requisition ID: 216815
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
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.
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
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
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
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
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
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