SAP Technical Support Engineer @ SAP Ariba Job in Prague, Czech Republic

Requisition ID: 191962

Work Area: Information Technology

Expected Travel: 0 - 10%

Career Status: Professional

Employment Type: Regular Full Time

COMPANY DESCRIPTION

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.

Do you want to work for a company that is changing the nature of business by transforming business connections into smart cloud-based collaboration? We do this by delivering an unsurpassed experience to our customers, buyer and sellers, and we are looking for a team member to help take customer experience on the Ariba Network to the next level.

Global commerce today requires much more than scanning or faxing key documents such as purchase orders, invoices, and payment remittance. For better commerce, you must establish realtime electronic collaboration with your entire supply base on a global level, so you can dramatically compress the invoice and payment processing cycle, comply with contracts and regulations, achieve working capital breakthroughs that lower supply chain risk, and more. But few organizations can effectively target and onboard thousands of global suppliers. Ariba has this expertise, with outsource-service capabilities and self-service tools to automate the enablement process for any supplier anywhere in the world. We can help you match your vendors to existing Ariba Network suppliers and onboard new suppliers, or provide tools for you to manage the process on your own.

JOB OVERVIEW

The primary function of the Technical Support Engineer (Technical Expertise) is to effectively provide dependable and timely resolution to all product related technical issues experienced by Ariba customers. The Technical Support Engineer may also interface with external and internal technical implementation teams which include System Administrators, Database Administrators, Application Developers, System Integrators, Third Party Consultants, and Project Managers. The Technical Support Engineer will also work with the Ariba Engineering, Solutions Management, and Hosting Operations teams to resolve complex software issues while identifying product defects, enhancements, and limitations.

DUTIES AND RESPONSIBILITIES

  • Provide direct technical assistance with customers via phone and email.

  • Provide internal and external user support for application issues of a technical nature.

  • Collaborate with fellow support colleagues and other internal organizations to provide superior customer service.

  • Create internal/external content for Ariba’s knowledge base

  • Maintain consistent, regular communication with customers regarding the status of their requests.

  • Act as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.

  • Anticipate customer needs and effectively address concerns related to their issue or resolution

  • Effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention; maintains poise and professionalism even with very difficult and demanding customers.

  • Ensure that individual performance meets or exceeds department standards.

  • Develop strong working relationships with cross-functional teams within Ariba.

  • Work with customers to identify and resolve reported system defects

  • Must be available for weekend or evening support as required.

  • All other duties as assigned.

SKILLS

  • Strong problem solving, organizational, and analytical skills

  • Strong technical knowledge or expertise in Ariba® solutions

  • Ensure that emergency situations or urgent customer issues are resolved in the most timely and effective manner possible.

  • Ability to work well in a fast paced environment

  • Proven ability to manage multiple tasks or projects with changing priorities. Enjoys and thrives on performing multiple tasks and responsibilities at once.

  • Strong time management and prioritization skills. Utilize available time efficiently in order to achieve effective and efficient results

  • Strong ability to capture a complete and accurate problem/symptom description of reported issues.

  • Ability to successfully troubleshoot and narrow down reported issues, identify root causes, and find creative solutions to effectively address customer concerns.

  • Exceptional written and oral communication skills. Strong ability to listen to and work with customers in real-time to resolve issues.

  • Can do attitude and team player.

  • It is desired that candidates have a working knowledge of one or more of the following concepts/technologies:

  • Hands-on experience in one or more databases including Oracle, DB2 or Microsoft SQL Server.

  • Experience with Application Servers such as WebLogic or WebSphere.

  • Knowledge/experience with one or more Web Servers like Sun One or IIS.

  • Working knowledge of Windows, UNIX, Linux based operating systems.

  • An understanding of object-oriented methodologies and programming in Java.

  • HTML or XML (JavaScript and css).

PREFERED QUALIFICATIONS

  • Bachelor’s degree with a technical discipline

  • 2 Years working with a web-based software solution (Ariba Solutions preferred)

  • Experience working with Spend Management Solutions in a support role

  • Experience in Support, Software Development, IT, or Quality Assurance is preferred

BASIC QUALIFICATIONS

  • Bachelor’s Degree with a technical discipline or a minimum of 2 years of experience in Support, Software Development, IT, or Quality Assurance

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 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: Careers@sap.com ).

Successful candidates might be required to undergo a background verification with an external vendor.

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