Posted: Friday, February 16, 2018 5:20 PM
Work Area: Customer Service and Support
Expected Travel: 0 : 40
Career Status: Professional
Employment Type: Regular Full Time
Original Posting Date: 2/18/2018
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: Newtown Square, PA ( and various client sites nationwide)
Purpose and Objective: SAP America, Inc. seeks a Senior Support Engineer at our Newtown Square, Pennsylvania location ( and various client sites nationwide) to perform and lead overall analysis of situation at key accounts: Identify top issues in key account engagements, lead analysis of system landscape and technical issues, lead analysis of core business processes for all applications, lead analysis of system and application operation.
Expectations and Tasks: Deliver functional or technical tasks in MaxAttention projects. Bring technical or application expert knowledge into the project and as capability to contribute to solution definition from technical or functional side for at least one technical or functional area. Co:operate with the Focus Technical Quality Manager (TQM) to answer difficult functional or technical questions and execute concrete tasks. Take the full responsibility for the quality of the delivered tasks and is accountable for the success. Deliver Onsite and Remote services for MaxAttention, Active Embedded and Mission Critical. Support (escalations and task forces, MCS Backoffice) including optimization, Assessment, Technical Integration/ Validation, Empowering trainings and workshops and Engineering Services and System Landscape Optimization (SLO). Deliver Expert Guided Implementation. Deliver onsite services as functional expert for broad area of topics. Lead delivery teams and take customer project responsibilities. Handle 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. Manage internal service development projects. Deliver high:end services without tool support. Develop comprehensive service offerings and drive industrialization. Develop the expertise in their team and take ownership for all customer deliveries. Analysis of functional gaps in ICC and developments to close gaps. Implement specific best practice operations scenarios. Develop trainings, specifications and documentation. Initiate and lead new initiatives and activities for preventive services. Develop concepts for service / business process/best practices. Give feedback to development to enhance/adapt existing services, business process and functions. Build up expert knowledge and develop support services for new products/components and ramp:up solutions. Adapt standard service products to customers individual needs. Is driver in projects and key project member. Take over development tasks in projects or service development. Deliver root cause analysis of complex situations. 40 travel required to client sites nationwide
Education and Qualifications/Skills and Competencies: Bachelors degree in Computer Science, Engineering, Mathematics, or a related field and 5 years of experience required. Will accept a Masters degree and 3 years of experience
Work Experience: Experience must involve at least one area within E2E Solution Operations: E2E Root Cause Analysis and diagnostics, E2E Change Control Management, E2E Business Process Integration and Automation Management
• Location: Philadelphia
• Post ID: 62594497 philadelphia