SAP Senior Support Engineer Job in Newtown Square, Pennsylvania
Requisition ID: 184391
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Original Posting Date: 5/8/2018
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.
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Location: Newtown Square, PA (& various client sites nationwide)
Purpose and Objective: SAP America, Inc. seeks a Senior Support Engineer at our Newtown Square, PA location (& various client sites nationwide) to be called upon to fully understand the MCD Cloud portfolio of products to support and ability to deliver service catalog offering; can also function as a go-to resource from within the team. Serve as a SPOC (Single Point of Contact) for BI Analytics in the MCD Cloud portfolio as a technical expert.
Expectations and Tasks: Applies ability to jump into critical customer down or severe performance situations and provide excellent technical expertise and troubleshooting skills. Understands MCD Cloud security compliancy and auditing requirements to ensure customer systems meet or exceed the operating standards at the technical layer. Carry out entire lifecycle management of assigned MCD Cloud customers to ensure contractual obligation and SLA requirements. Collaborate with different teams from within the MCD organization and outside to ensure excellent customer satisfaction; this includes interfacing with customers. Works well independently, when required, and can be an effective team player, when needed. Applies knowledge across SAP Products with good understanding of Cloud infrastructure (virtualization, storage and network technologies). Continuously and proactively provides technical improvements or efficiency for the team on assessing MCD Cloud customer systems. Effectively communicates and escalates issues. Apply ability to work under pressure and constantly add value to customer and within organization. Provides good technical documentation and can be an owner of repository knowledge within expert domain. Functions as a Technical Landscape Owner (TLO) for customer systems and perform Basis duties to ensure stability, compliancy, and optimal performance operations. Applies ability to assist the RCA team to investigate and perform root cause analysis. Volunteers or participates in SWAT team/Task Force in MCD organization on specialized technical topics, such as Disaster Recovery in Cloud. Articulates technical details to non-technical audience, such as customer. 10% travel required.
Education and Qualifications/Skills and Competencies: Bachelor's degree in Computer Science, Engineering, Math, Physics, Information Systems, or a related field of study and 5 years of experience required. The company will also accept a Master's degree and 3 years of experience.
Work Experience: Experience must involve Business Objects Platform Architecture, Universe Design, Monitoring, Security and Authentication, and front-end reporting tools. Experience configuring interfaces for all levels of business users; participating in SAP Business Objects implementation, upgrade, and support activities; and SAP Business Objects product suite, including Web Intelligence, Design Studio, Predictive Analytics, Lumira, Analysis for OLAP, Crystal Reports, and Xcelsius Dashboards. Experience must involve C or Java programming language with troubleshooting applications in different operating systems. Experience implementing interfaces for SAP Business Intelligence. Experience integrating SAP Business Intelligence with SAP BW and SAP High-Performance Analytic Appliance (HANA) solutions. Experience performing root cause analysis and delivering services in complex environments for top customer segments. Experience leading de-escalation activities onsite at critical customers as a De-escalation Architect. Experience playing a key role in war room engagements, and delivering onsite services as Team Lead for critical customers. Experience must also involve analyzing system landscape and technical issues; analyzing core business processes; and analyzing system and application operation. 10% travel required.
Internal use only: reference code lhrs4262
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Successful candidates might be required to undergo a background verification with an external vendor.