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Chủ Nhật, 29 tháng 9, 2013

Senior Support Engineer Job - SAP - Newtown Square, PA

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Ref-Code: US-57640951-EN-13-002

Work area: Customer Service and Support

Expected travel: 0% - 40%

Career status:

Employment type: Regular Full Time


COMPANY DESCRIPTION


SAP is the global market leader for business software and thus contributes a considerable part of the world's economic power grid. At SAP you get your chance to put your ideas into action with maximum impact.SAP America, Inc. seeks a Senior Support Engineer at our Newtown Square, Pennsylvania location to deliver Onsite & Remote Services for MaxAttention, Active Embedded and Mission Critical Support (Escalations & Task forces, MCS Back office) including Optimization, Assessment, Technical Integration/ Validation, Empowering trainings and workshops. Performs root cause analysis and delivers services in very complex environments for specific areas for the top customer segment.


EXPECTATIONS AND TASKS


Leads de-escalation activities onsite at critical customers (De-escalation Architect). Plays a key role in war room engagements. Delivers onsite services as Team Lead for critical customers. Identifies top issues of engagements at critical customers. Leads analysis of system landscape and technical issues. Leads analysis of core business processes for all applications. Leads analysis of system and application operation. Develops comprehensive service plans for customers. Delivers onsite services as functional expert for broad area of topics. Covers at least one area of expertise within E2E Solution Operations: E2E Root Cause Analysis and diagnostics (incl. certification); E2E Change Control Management; E2E Business Process Integration and Automation Management. Delivers technical integration validation; performance analysis and optimization of E2E business processes; data consistency analysis; check of critical interfaces regarding performance and transactional correctness. Initiates and leads new initiatives and activities for preventive services. Develops concepts for service / business process / product development. Gives feedback to development to enhance/adapt existing services, business process, products and functions. Builds up expert knowledge and develops support services for new products/components and ramp-up solutions. Adapts standard service products to customers' individual needs. Is driver in projects and key project member. Takes over back office responsibilities as de-escalation architect. Performs weekend duty manager tasks. Develops and executes service and de-escalation plans for critical customers. Delivers onsite and remote services, including evaluation, planning and coordination of SLO conversion projects in collaboration with the customer and the responsible SAP subsidiaries. 40% travel required.


WORK EXPERIENCE


Bachelor's degree in Computer Science, Mathematics, Engineering, Technology, Information Systems, or a related field of study and 5 years of experience required. We will also accept a Master's degree and 3 years of experience.


EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES


Experience must involve Root cause analysis; Performance Analysis and Optimization; and ABAP. Experience must also involve the following Product Areas: SAP Retail & POS DM Business Processes; Pricing and Root Cause Analysis; SAP ERP Logistics Business Processes and Root Cause Analysis; and SAP Solution Manager Diagnostics. 40% travel required.







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