**We help the world run better**
**ROLE DESCRIPTION**:
This position will be supporting the SAP Ariba Supplier Management solution as a member of the IWSI Support team.
The primary function of the Solution Support Engineer is to provide dependable and timely resolution for complex software issues related to the SAP Ariba IWSI solutions.
The Solution Support Engineer also possesses a strong focus on customer service and communication that results in an exceptional user experience.
The Solution Support Engineer uses knowledge of Java, XML and SQL and interfaces with 3rd party vendors and internal technical teams to drive issues to resolution.
**EXPECTATIONS AND TASKS**:
**Key Tasks**:
- Case Management
- Owns and manages concurrent cases in a ticketing system.
- Provides solutions to technical issues impacting customers' business processes and their ability to conduct commerce by use of the SAP Ariba Supplier Management solution.
- Adheres to KPIs, especially responsiveness SLAs and productivity goals.
- Reports errors and code corrections to development organizations; collaborates to prioritize fixes and validate solutions.
- Maintains personal broad knowledge of product area and deep component expertise.
- Participates in de-escalation plans to resolve critical product issues impacting customer business operations.
- Collaborates with global support engineers across the product area to drive positive customer outcomes.
- Provides on-call support during evenings and weekends as required by a rotational schedule.
- Knowledge Transfer
- Coaches and mentors other Solution Support Engineers to increase their product expertise and productivity.
- Drives creation of knowledge in component area of expertise by creating Knowledge Base Articles (KBAs).
- Additional Tasks
- Maintains and follows personal development plan by leveraging formal training and knowledge plans.
- All other duties as assigned.
**EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES**:
**Work Experience**:
- Experience with one or more of the following:
- Writing SQL queries
- Reading Java and object-oriented programming
- Reading JSON (JavaScript Object Notation)
- XML, including SOAP and HTML
- Troubleshooting and debugging common web-browsers
- HTTP and security
- SSO (Single Sign-on) technologies, particularly SAML
- Knowledge of business processes and transactions such as contracts, sourcing (requests for quotes/price, auctions) and supply chain.
- Exceptional written and oral communication skills; ability to listen and work with customers in real-time.
- Ability to effectively handle difficult and challenging customer interactions; maintain poise and professionalism on every interaction.
- Proven ability to manage multiple tasks or projects with changing priorities.
- Successfully troubleshoot reported issues by gathering symptoms, narrowing down causes, and finding creative workarounds.
- Thrives in a fast-paced environment.
- Ability to work cross-culturally.
- Experience in a previous technical support or customer service role preferred.
**Education**
Bachelor's or Master's Degree with a technical discipline or a minimum of 1 year of experience in Support, Software Development, IT, or Quality Assurance.
**We build breakthroughs together**
**We win with inclusion**
SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best.
At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential.
We ultimately believe in unleashing all talent and creating a better and more equitable world.
**EOE AA M/F/Vet/Disability**:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Requisition ID: 359398 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.