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Requisition ID: 233235Work Area: Customer Service and SupportExpected Travel: 0 - 80%Career Status: ProfessionalEmployment Type: Regular Full TimeOriginal Posting Date: 09 October 2019COMPANY DESCRIPTIONSAP 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.Location: Palo Alto, CA (and various client sites nationwide)Purpose and Objective: SAP America, Inc. seeks an Expert Support Engineer at our Palo Alto, CA office location (and various client sites nationwide) to work for Premium Engagement customers, such as SAP MaxAttention or SAP Active Embedded.Expectations and Tasks: Act as a link to all relevant SAP departments and the SAP Partners for all phases of the customer lifecycle. Closely work with and understand the needs of the main stakeholders in the IT department. Understand the underlying business requirements of a customer. Understand the business of the customer with its requirements coming from the customer’s customers, the competitive market situation, the partner eco-system, and the requirements of the end users. Demonstrate knowledge of architectural design, advantages and limits of all SAP Products in use at the customer to design an appropriate engagement, and support plan. Anticipate and identify risks and top issues. Create an action plan for resolution of the customer‘s issues and top issues. Drive the execution of action plans for the customer’s issues and top issues by coordinating the involvement of required SAP experts, as well as experts from the customer and partners onsite and remote during service delivery and root cause analysis activities. Quality Management for Implementation or Upgrade Projects. Analyze system landscapes and technical issues. Ensure test management is implemented according to SAP Standards. Align necessary actions with customer for business continuity according to SAP Best Practices. Ensure setup and training of customer for Root Cause Analysis. Drive the establishment of system monitoring procedures as well as monitoring of business process and interfaces. Identify top issues and improvement potential for the areas of System landscape and Business processes. Make sure upgrade projects are executed according to SAP standards and support customer analyzing impact of custom code for upgrades. Define a service plan based on customer’s project plan and top issues in accordance with the contract situation. Find new and more efficient delivery models. Deliver larger projects of customers successfully with new innovative delivery models, such as the DBS Engineering Services. Ensure that technical service results are translated into business impact for the customer. Develop and drive detailed engagement plans. Maintain Service and action plans. Maintain and generate reporting to customer and the SAP DBS providing the status of engagement deliverables, accomplishments, results of DBS interaction under SAP MaxAttention and SAP Active Embedded. Accelerate issue resolution by giving guidance about customer requirements, pointing to the right customer contacts and bringing up an executable action plan for issue resolution. Identify maintenance at risk situations and drive the development and execution of a plan to resolve the situation. Define actions for the engagement team as well as the relevant SAP Backoffice organizations and drive the creation of a business case for the customer and DBS. 80% travel required to various client sites nationwide.Education and Qualifications/Skills and Competencies: Bachelor’s degree in Computer Science, Engineering, Math, Physics, Information Systems, or a related field of study and 7 years of experience required. Alternatively, the company will accept a Master’s degree and 5 years of experience. Employer will accept a three-year degree or combination of degrees/diplomas as meeting the Bachelor's degree requirement.Work Experience: Experience must involve 5 years in the following: working with customers' solution landscapes and business processes; creating detailed engagement and service plans for customers and driving their execution; identifying top issues, defining action plans, and driving the resolution process; SAP MaxAttention engagements; driving digital transformation discussions with client executives; leading de-escalation situations for clients; working with SAP architecture, functionality, and business; collaborating with System Integrators (SI) of customers; architecting the service plans to the customer’s needs; and leading service delivery. 80% travel required to various client sites nationwide.Travel: 80% travel required to various client sites nationwide.Internal use only: reference code lhrs4262SAP'S DIVERSITY COMMITMENTTo 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 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: hrdirectamericas@sap.com , APJ: hrdirectapj@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.Additional Locations:
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