IT Technology Services Senior Specialist (multiple positions available)
About The Position
SAP America, Inc. is hiring multiple IT Technology Services Senior Specialists at its Newtown Square, Pennsylvania location. The role serves as a trusted advisor to strategic customers, helping them optimize their investment in SAP Enterprise Cloud Services. It is performed under a hybrid work model. The specialist is responsible for service delivery quality, service KPIs and SLAs, major incident handling, troubleshooting, root-cause analysis, and operational stability. The role also drives corrective action plans, continuous improvement, process standardization, automation, and proactive operations in collaboration with teams within and outside Enterprise Cloud Services.
Requirements
- Bachelor’s degree or foreign equivalent in Computer Science, Engineering, Information Technology, or a related field, plus six years of progressive post-baccalaureate experience in the job offered or a related occupation; alternatively, a master’s degree or foreign equivalent in one of these fields, plus four years of relevant experience.
- Four years of experience with SAP NetWeaver ABAP and JAVA Administration.
- Four years of experience with SAP Webdispatcher, Solution Manager, and Router.
- Four years of experience with SAP Cloud Connector, CPI-DS Agent, and SLT (System Landscape Transformation) Replication Server.
- Four years of experience with SAP Content Server, BOBJ, and DataServices.
- Four years of experience with OpenText and VIM.
- Four years of experience with SAP HANA, Sybase ASE, MSSQL, Oracle, and DB2.
- Four years of experience with SAP IBP (Integrated Business Planning) and BRIM (Convergent Charging and Convergent Mediation).
- Four years of experience with SAP IdM (Identity Management).
- Four years of experience with SAP upgrades, migrations, and integrations.
Responsibilities
- Ensure day-to-day quality service delivery and define, track, and achieve service KPIs and SLAs.
- Participate in major incident handling and troubleshoot service request failures, downtime extensions, and long-running incidents.
- Respond quickly to escalations and take proactive steps to prevent escalations.
- Identify and drive initiatives to improve customer system operations and stability.
- Drive initiatives to standardize and simplify server operations.
- Perform root-cause analysis for service request failures, outages, and performance issues, and apply continuous improvement methodologies.
- Analyze failures to achieve KPIs and define corrective action plans with mitigation steps.
- Coordinate and orchestrate work across teams, collaborating with units inside and outside Enterprise Cloud Services.
- Introduce continuous improvement initiatives to address customer pain points and improve service delivery.
- Improve daily operational processes and streamline standard operating procedures through automation enhancements.
- Provide proactive operations services and on-demand service, including a timely alert-reduction program for customer stakeholders.
Benefits
- SAP employee benefits (specific benefits and eligibility are referenced via the SAP North America Benefits information).
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What This Job Offers
Job Type
Full-time
Career Level
Senior
