SAP NS2 Senior Solution Support Engineer-SuccessFactors
About The Position
SAP NS2 Secure Cloud Support organization is seeking a software support engineer for our SuccessFactors Solution. Expertise in LMS, Platform, Onboarding, Employee Central, Compensation preferred. The primary responsibilities of this role are core customer support, innovation and proactive activities and participation in a continuous learning culture. Individuals in this position align most frequently with our customers in this role and work collaboratively with local people managers and technical leads to delight our customers. Individuals in the Support Engineer profile are the foundation of the Product Secure Support organization. These individuals are gaining deeper technical knowledge in their Product Family and expanding their knowledge to include other Product Families. They help customers resolve more and more complex issues and do so in a way that consistently delivers a high level of satisfaction. Responsibilities, success factors and competencies can include the following, but may be customized due to regional or business need.
Requirements
- Must be a U.S. citizen; this position requires access to customer data.
- Bachelor’s Degree in Technology or Business, Computer Science strongly preferred. Applicable years of experience may be used in lieu of a degree.
- 6+ years of experience working with SuccessFactors
- 6+ years of implementing, administering, and troubleshooting enterprise level applications is preferred
- Experience working with software applications
- Basic understanding of business processes within one application/technology area
- Basic experience with debugging, tracing, verifying complex customizing
- Basic to advanced knowledge of Python, Scrum, SQL, Splunk
- Excellent communication skills
Nice To Haves
- Expertise in LMS, Platform, Onboarding, Employee Central, Compensation preferred.
Responsibilities
- Deliver Core Customer Support
- Proactive Support and Innovation Activities
- Embrace Continuous Learning Culture
- Handle sensitive escalated customer issues in team environments and individual-driven actions (incident solving or real-time support), in cooperation with experienced support engineers if necessary while maintaining a high level of customer satisfaction.
- Resolve known errors by means of SAP Notes, Knowledge Base Articles, info docs derived from solved customer incidents, documentation, WIKI or verifying customized entries or hardware parameters
- Perform root cause analysis and provide solutions to customers in complex environments for specific fields/areas.
- Reproduce customer issues identifying the root cause and interacting with the development team to provide a final solution when required.
- Perform in weekend support and 24x7 support activities as required
- Taking ownership for the incoming queue to ensure fulfillment of customers' SLAs and other contractual KPIs when required by correctly escalating, transferring, and reducing priority on incidents.
- Develop product specialization in multiple product areas with a willingness to continue to expand knowledge where needed.
- Demonstrate capability of processing P1 (Priority 1) incidents, requesting assistance as required.
- Create and maintain knowledge documents to support our customers and help colleagues to prevent similar issues or requests. (WIKI content, Knowledge Base Articles, Guided Answers)
- Test internal systems to prevent future issues on customer's systems.
- Contribute to innovation projects aimed at achieving our Vision and Goals and act as a Change Leader in the achievement of those projects.
- Participate in the SAP Community to help with incident deflection by participating in community discussions in customer and partner communities (blog posts, tips and tricks, etc.)
- Work in de-escalation and war rooms (Engage in critical customer situations - e.g.: CIM escalation, account escalation).
Benefits
- Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.
- SAP North America Benefits
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What This Job Offers
Job Type
Full-time
Career Level
Senior
