2 days old
2018-05-172018-06-16

Senior Support Engineer Job

SAP
Pittsburgh, PA
  • Job Code
    178384 Work Area: Customer Service and Support Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Ful
Senior Support Engineer Job

Senior Support Engineer Job

Date: Apr 27, 2018

City: Pittsburgh, PA, US

Company: SAP

Requisition ID: 178384
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Original Posting Date: 2/28/2018

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.

Location: Pittsburgh, PA

 

Purpose and Objective: Ariba, Inc. seeks a Senior Support Engineer at our Pittsburgh, PA office location. Responsibilities, success factors, and competencies can include the following, but may be customized due to regional or business need: incident solving, knowledge transfer, support without incidents, and additional tasks.

 

Expectations and Tasks: Perform incident solving including: 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); and Global Escalation handling. Perform knowledge transfer including: mentor; 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. Perform Support Without Incidents (SWI) including: 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. Perform additional tasks including: work as functional expert in de-escalation and war rooms; support the 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; and identify supportability gaps and work on innovating/ improving supportability tools. 10% travel required.

 

Education and Qualifications/Skills and Competencies: Position requires a Bachelor's degree in Computer Science, Engineering, Math, or a related field and 6 years of experience; or alternatively, a Master's degree and 4 years of experience.

 

Work Experience: Experience must include four years of experience involving the following: analyzing functional requirements to check the implementation feasibility and preparing the design plans for the proposed requirements; implementation and customization of Ariba spend management solutions; integration of Ariba cloud solutions on Unix, Windows platforms; Level 3 or Level 4 technical support; coordinating with multiple teams such as ERP, DB and Network to resolve critical production issues; architecture planning, design, development and testing on Ariba solutions; integration of SAP/SAP PI with Ariba solutions; implementation of various technical solutions using Object Oriented Analysis and design; technical understanding of SAP Ariba products, including discussing and demonstrating the full platform and how to configure for customer's business need; ABAP; JAVA/J2EE; SQL; HTML/XML; Web Services; Unix; Shell scripting; Web Logic; Web Sphere; Oracle; and DB2. 10% travel required.

 

Travel: 10% travel required.

 

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 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: or , APJ: , EMEA: ). Requests for reasonable accommodation will be considered on a case-by-case basis.
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.
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Senior Support Engineer Job

SAP
Pittsburgh, PA

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SAP
Pittsburgh, PA

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