SAP SAP NS2 Senior Support Engineer-NSQ-19073 Job in Newtown Square, Pennsylvania
Requisition ID: 186718
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
SAP 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.
SAP NS2 Sr. Support Engineer –Newtown Square, PA – 19073
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.
Only local candidates will be considered.
Must be a U.S. Citizen
All internals must have manager’s approval to transfer
SAP NS2 Enterprise Support and Product Support for Large Enterprise Support programs provide SAP NS2 customers with expertise and collaboration tools that support and enable our NS2 customers. With the goal in mind to operate SAP Solutions across all deployment scenarios (On-premise, cloud & hybrid) more efficiently and accelerating their realization of value when implementing new SAP innovations. These programs are strategically important for NS2 and SAP as they provide a major revenue stream.
The SAP NS2 Enterprise Support is the main channel into the Global SAP support backbone and other relevant SAP departments. Their main role is to safeguard SAP Enterprise Support revenue by managing and delivering the appropriate offerings, tools and methodologies through tailored customer engagements. Customer Engagements for SAP Enterprise Support encompass ownership of some functional knowledge areas and/or project related assignments. It is the role of the SAP NS2 Enterprise Support Advisor to drive and build these customer relationships via the tasks outlined below.
The SAP NS2 Enterprise Support is a client-facing role, delivering ongoing support and guidance around business strategy and transformation topics after the sales cycle has completed. The role focuses on relationship-building and proactive support activities that in turn promote overall customer satisfaction, product adoption and retention & renewals. The role manages diverse, high profile and/or key accounts.
Key tasks include but are not limited to the following:
Leverage SAP tools, services, methodologies and best practices to ensure that the customer’s SAP solution runs with optimal level of performance, stability and data consistency.
Build trusted relationships with customer’s senior/strategic management, business and IT teams to deliver the SAP Enterprise Support portfolio in alignment with the SAP Enterprise Support and Preferred Care charter
Empowering customers to utilize appropriate services, ES Academy sessions, Value Maps … in order to meet their support their SAP operational goals via Solution manager functionality etc.
Instigate and oversee processes that drive internal teams to provide relief for customers facing critical situations and minimize the risk of core business interruption. In Production Down or Go Live endangered situations, act as De-escalation liaison, collaborating with the Mission Critical Support Back office or the Mission Control Center, the customer and any other parties involved.
5-7 years’ experience with SAP products and technology required
Substantial IT experience
Strong customer-facing experience.
EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES
Substantial IT knowledge and good grasp of SAP solutions;
Knowledge of SAP products and technology preferred;
Ability to quickly gain insight into the customers' solution landscape and business processes with excellent business process knowledge;
Team worker to collaborate with senior customer IT Managers, Account Executives, as well as with SAP Global Service and Support lines of services;
Excellent customer management skills with strong customer-facing experience;
Ability to judge customer situations and projects regarding implementation success with reference to strategic support planning;
Creates commitment to and enthusiasm for the accomplishment of challenging objectives across diverse topics and teams;
Presentation, communication, and conflict management skills;
Strong interpersonal skills and assertiveness
Systematic, communicative, and creative focus; and
Ability to be motivated by daily customer contact and to remain calm under pressure.
Bachelor's or Master's Degree in Natural Science, Technology, Business or equivalent work experience in related field preferred
WHAT YOU GET FROM US
Success is what you make it. At SAP, we help you make it your own.
A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.
SAP'S DIVERSITY COMMITMENT
To 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 interested in applying for employment with SAP and 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: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com , APJ: Careers.APJ@sap.com , EMEA: C at mailto:Careers@sap.com firstname.lastname@example.org at mailto: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.
EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.
Successful candidates might be required to undergo a background verification with an external vendor.