4 hours

Support Architect Job

Plano, TX
  • Job Code
    181502 Work Area: Customer Service and Support Expected Travel: 0 - 80% Career Status: Professional Employment Type: Regular Ful
  • Jobs Rated
Support Architect Job

Support Architect Job

Date: Apr 27, 2018

City: Plano, TX, US

Company: SAP

Requisition ID: 181502
Work Area: Customer Service and Support
Expected Travel: 0 - 80%
Career Status: Professional
Employment Type: Regular Full Time
Original Posting Date: 3/29/2018


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: Plano, TX (& various client sites nationwide)


Purpose and Objective: SAP America, Inc. seeks a Support Architect at our Plano, TX location (& various client sites nationwide) to perform root cause analysis and provides solutions in complex environments for specific fields/areas. Provides workarounds and emergency corrections where no immediate solution can be given. Provides solutions in complex environments in cooperation with development support.


Expectations and Tasks: Focuses on critical incidents (for example, escalated, P1, action-plan, custom code, SLA forwarded directly to development level, not picked up by other groups in time, etc.). Carries out activities for an area in incident solving (taking NEXUS tasks to the maximum potential). Cooperates closely with other lines of business on a conceptual and day-to-day basis (for example, CoE, SAC, IMS, Development (Support), RSD, RCA, CIC, Partners, Community Collaboration). Identifies Incident Deflection Initiatives. Contributes to functional parts of the SDN community. Covers at least one of the following areas of expertise within E2E Solution Operations, or one complete or a complete product area: E2E Root Cause Analysis and diagnostics; E2E Change Control Management; E2E Business Process Integration and Automation Management; E2E Enterprise SOA; Business Intelligence; Enterprise Performance Management; or Information Management. Coaches, engages, and mentors others. Creates Knowledge Base articles, WIKI Documents, and White Papers. Carries out trainings and workshops. Supports product rollouts, end-user documentation, and Customer Enablement Sessions. Conducts regular EGI's for customers. Proactively shares knowledge and expertise to help others to develop and grow (cross LoB knowledge roll-in and roll-out). Externally and internally recognized as a noted authority in their field, which is accompanied by broad business knowledge. Enhances supportability of products (own application/ cross application). Improves Documentation. Supports management; assesses the impact of technological changes and determines appropriate tactics to respond; and ensures prompt reporting of customer statuses to SAP senior management for key accounts. Deals with changing market demands and priorities or goals. Contributes to Development (support) and IMS on Supportability and overall product design. 80% travel required.


Education and Qualifications/Skills and Competencies: Bachelor's degree in Computer Science, Engineering, Mathematics, Physics, Information Systems, or a related field of study and 7 years of experience required. The company will also accept a Master's degree and 5 years of experience.


Work Experience: Experience must involve Early Watch workload analyses on SAP Systems NetWeaver; and Change Management Framework for SAP Systems, including Solution Manager Framework, specifically change management and test management. Experience in SAP Deployment Projects for multinational organizations, including experience in scoping of support plans, and packages and coordination of support activities. Experience in program and project management; delivery experience in Support to Business; and experience managing IT customer situations, including solution landscapes of SAP and non-SAP products. Experience in support methodologies and services in new engagement areas, including business development. Experience in SAP solution functional implementations for the areas of Supply Chain Management and Finances. Experience communicating with and carrying out knowledge transfer to C-level and Technical CustomerStakeholders. Experience must involve technical and innovation analysis for SAP Industry Solutions, including Oil, Gas, Utilities, and Consumer Goods. Experience in SAP support tools, including SAP Solution Manager. 80% travel required.


Travel: 80%


Internal use only: reference code lhrs4262

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.

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. 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.
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