SAP NS2 Support Engineer (EC & EC Payroll)
About The Position
SAP NS2 Secure Cloud Support organization is seeking an experienced Software Support Engineer for SuccessFactors including mobile, Employee Central and Employee Central Payroll. SAP is the global market leader for business software and related services, and SAP National Security Services Inc.® (SAP NS2®) is an independent U.S. subsidiary, offering SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers. This position requires access to customer data. Must be a U.S. citizen; SAP NS2 does not offer Visa sponsorships for this role. All internals must have manager’s approval to transfer. 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 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.
Requirements
- Bachelor or Master’s degree in Technology, Computer Science, Business or equivalent work experience in related field preferred. Years of experience may be used in lieu of a degree.
- 5-8+ years of implementing, administering, and troubleshooting enterprise level applications
- Experience working with software applications with deep experience in SuccessFactors Employee Central and Employee Central Payroll including mobile
- Experience with key SuccessFactors Partner Solutions including BSI Tax Factory, SCP-CPI, Workforce Software, and others like integration with SAP Products like S4 HANA.
- Basic to advanced knowledge in one application/technology area / basic knowledge of at least one other area
- Basic to advanced understanding of business processes within one application/technology area
- Basic to professional skills with one programming language such as ABAP, JAVA, .NET
- Technical skills - debugging, tracing, verifying complex customizing
- Basic to advanced knowledge of Business Management Basics and of Basic Business Processes
- Basic knowledge of implementation of Notes and Support Packages and Service Packs; execution of transport or upgrades, (cloud) system operations
- English: Fluent
- Must be a U.S. citizen
Nice To Haves
- SAP NS2 does not offer Visa sponsorships for this role.
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
