SAP NS2 Solution Support Engineer (Ariba Downstream)

SAP • Herndon, VA

1d • $91,900 - $199,000 • Hybrid

About The Position

SAP NS2 Secure Cloud Support organization is seeking an experienced Solution Support Engineer for the SAP Ariba Downstream Products (B&I, Catalogs, Guided Buying). The primary responsibilities of this role are core customer support, innovation and proactive activities and participation in a continuous learning culture. 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 complex issues and do so in a way that consistently delivers a high level of satisfaction.

Requirements

• Owns and manages concurrent SRs in a ticketing system
• Provides solutions to technical issues impacting customers’ business processes and their ability to conduct commerce through SAP Ariba applications
• Adheres to KPIs, especially responsiveness SLAs and productivity goals
• Reports errors and code defects to development organizations; collaborates to prioritize fixes and confirm solutions
• Maintains personal broad knowledge of product area and deep component expertise
• Participates in de-escalation plans and situation war rooms to resolve critical product issues impacting customer business operations
• Collaborate with global support engineers across the product area to drive positive customer outcomes
• Provides ongoing and timely communication via phone and email to customers regarding the status of their requests
• Provides on-call support during evenings and weekends as required by a rotational schedule
• Knowledge of SAP Materials Management (SAP MM) and ABAP is most preferred
• Knowledge of SAP Ariba Network solution with a deep knowledge of buying, invoicing and associated interfaces
• Knowledge of business processes and transactions such as purchase orders, invoices, catalogs and punch-out catalogs, reconciliation (orders, receipts and invoices), vendor management, contracts, sourcing (requests for quote/price, auctions) and supply chain
• Experience with one or more of the following: Writing SQL queries, Analyzing logs based on error codes, Reading Java and object-oriented programming, Reading JSON (JavaScript Object Notation), XML, including SOAP and HTML, Fiddler and/or Soap UI applications, Troubleshooting and debugging common web-browsers, HTTP and security, SSO (Single Sign-on) technologies, particularly SAML

Nice To Haves

• Experience in previous technical support or customer service role
• Experience working with SAP Ariba Downstream Applications (B&I, GB)
• Experience working with Cloud Integration Gateway or SAP PI (Process Integration)

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 at least one product area
• 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.)
• Drive improvement of Knowledge quality in area of expertise, both internally & externally
• Work as functional expert in de-escalation and war rooms (Engage in critical customer situations - e.g.: CIM escalation, account escalation)
• Find learning opportunities in daily tasks by staying curious and open to new experiences that will improve technical and functional knowledge
• Attend e-Learning Lessons, Remote Learning Sessions, Classroom Training and Coaching
• Get certified in Classroom Training or e-Learning Lessons as required by product or people leaders
• Maintain your knowledge of new functionality and compliance changes
• Carry out new tasks and embrace new projects as requested by leaders in the organization
• Provide Coaching and Mentoring of new employees or colleagues for specific tasks (e.g. as a KM-Coach)
• Demonstrate willingness to fulfill different roles as required to network effectively with stakeholders in the business
• Develop deeper technical skills like reading code / debugging / creation of small corrections where applicable

Benefits

• Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.
• SAP North America Benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed