Our company culture is focused on helping our employees enable innovation by
building breakthroughs together. How We focus every day on building the
foundation for tomorrow and creating a workplace that embraces differences, values
flexibility, and is aligned to our purpose-driven and future-focused work. We
offer a highly collaborative, caring team environment with a strong focus on
learning and development, recognition for your individual contributions, and a
ROLE DESCRIPTION:
This position will be supporting the Empresa importante 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 Empresa importante 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 Empresa importante 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 Confidencial support engineers across the product area to drive
positive customer outcomes.
regarding the status of their requests.
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
Bachelors or Masters 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
Empresa importante innovations help more than 400,000 customers worldwide work together more
efficiently and use business insight more effectively. Originally known for
leadership in enterprise resource planning (ERP) software, Empresa importante has evolved to
services for database, analytics, intelligent technologies, and experience
management. As a cloud company with 200 million users and more than 100,000
employees worldwide, we are purpose-driven and future-focused, with a highly
collaborative team ethic and commitment to personal development. Whether
connecting Confidencial industries, people, or platforms, we help ensure every challenge
gets the solution it deserves. At Empresa importante, we build breakthroughs, together.
We win with inclusion
SAPs 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 Empresa importante, 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.
Careerssap
FOR Empresa importante EMPLOYEES:
Only permanent roles are eligible for the Empresa importante Employee Referral Program, according
to the eligibility rules set in the Empresa importante Referral Policy. Specific conditions may
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.
an external vendor.
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.
JOB SEGMENT:
Cloud, ERP, Procurement, QA, Quality Assurance, Technology, Operations, Quality
