SAP - Senior Support Engineer

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.

PURPOSE AND OBJECTIVES

A Senior Support Engineer works for customers which have signed a Premium Engagement contract, such as SAP MaxAttention or SAP Active Embedded. The aim of this role is to give customers a long term relationship with better access to SAP for topics related to solution operations, project success and adopting innovation in their SAP centric solutions. The Senior Support Engineer manages the selection and delivery services out of the SAP portfolio of proactive and reactive support services at the right point in time. The Senior Support Engineer also acts as a link to all relevant SAP departments and the SAP Partners for all phases of the customer lifecycle. The content of a Premium Engagement is defined in a contract. The exact scope is getting agreed during regular alignment meetings between the customer, Service and Support Lead or Engineering Architect, Senior Support Engineer and the SAP Account team. The Senior Support Engineer needs to understand and has to work with several areas of a customer organization:

JOB DESCRIPTION

Customer IT Department:

  • Usually the IT department is the main driver inside a customer organization for the Premium Engagement. The Senior Support Engineer has therefore to closely work with and understand the needs of the main stakeholders in the IT department. In the IT department also typically the project leads are located, which are main contact partners for Premium Engagements supporting implementation or maintenance projects.

Customer Business Departments

  • To deliver value in the Premium Engagement the Senior Support Engineer has to understand the underlying business requirements of a customer. This includes understanding the “real-live” business of the customer with its requirements coming from the customer’s customers, the competitive market situation, the partner eco-system and the requirements of the end users.

Customer Purchasing Department

  • To make sure the customer sees value in the engagement and will continue the engagement, the Senior Support Engineer also needs to understand why the customer has signed the Premium Engagement Contract.

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

  • History of working for consulting organizations with experience working as a Technical Quality Manager, Roll Out Manager and Business Consultant.

  • Worked as a Project Manager within the areas of Business Processes, Business Architecture, Solution Architecture, Functional Architecture, Data Architecture, Application Architecture and System Integration.

  • Good understanding of SAP technology and experienced in the SAP Business Suite Application.

  • Experienced in SAP Solution Manager and able to present and demonstrate the capabilities to customers.

  • Managed large enterprises and their solution landscape and contributed to the solution of critical customer issues.

  • Industry experience within Banking, Insurance, Manufacturing and Retail.

  • Analytical, open minded and creative individual with strong interpersonal, team working and communication skills.

  • Fluency in spoken and written English business language.

  • Cultural awareness and experience working with different nationalities.

Opening date: 09/05/2019

Closing date: 06/06/2019

Office Location: Feltham

Salary: Competitive salary + benefits

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.