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Posted: Tuesday, March 14, 2017 10:43 AM

Requisition ID:
Work Area: Customer Service and Support
Expected Travel: 0 : 80
Career Status: Professional
Employment Type: Regular Full Time
Original Posting Date: 3/13/2017


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.

Job Title: Senior Support Engineer
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 provide high:quality support services in the framework of Premium Engagements (MaxAttention and Active Embedded Support) for our customers. Uses best practice solutions and operations and establishes these during delivery at our customers. This is achieved by a service based delivery approach, which is realized through the cooperation of the Innovation and Operation Control Center (ICC and OCC) at customers and the deployment room in SAPs Mission Control Center (MCC).
Expectations and Tasks: Develops a service plan based on customer projects and leads the service delivery. Serves as primary contact for customer escalations related to product, project or operational incidents. Drives Root Cause Analysis, provides action plans together with Subject Matter Experts and oversees the execution of the action plan. Delivers onsite and remote services for MaxAttention, Safeguarding and Mission Critical Support (Escalations and Task forces, MCS Back office) including Optimization, Assessment, Technical Integration/ Validation, and performs empowering trainings and workshops. Performs root cause analysis and delivers services in very complex environments for specific areas for the top customer segment. Leads de:escalation activities onsite at critical customers (De:escalation Architect). Plays a key role in war room engagements. Delivers onsite services as Team Lead for critical customers. Identifies top issues of engagements at critical customers. Leads analysis of system landscape and technical issues. Leads analysis of core business processes for all applications. Leads analysis of system and application operation. Develops comprehensive service plans for customers. Delivers onsite services as functional expert for broad area of topics. 80 travel required.
Education and Qualifications/Skills and Competencies: Bachelors degree in Computer Science, Engineering, Mathematics, Physics, Information Systems, or related and 5 years of experience required. Will also accept a Masters degree and 3 years of experience.
Work Experience: Experience must involve the following: general consulting experience; integration; cross:topic internal methods and tools; business component experience; software development and programming; system performance; customer care, service, and support; managing customer solutions and customer escalations; business process analysis; and NetWeaver for customer support. Experience must involve at least one of the following: Change control management, Business process integration management and automation, or SOA. Experience must involve the following: implementing or supporting an SAP Basis/Netweaver environment; identifying technical risks within the SAP product suite; full life:cycle implementation of SAP; IT principles during implementation and operations phases of SAP products; and core business processes in the SAP product suite and the underlying technology wh


• Location: Philadelphia

• Post ID: 37592024 philadelphia is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017