**What we offer**
**EXPECTATIONS AND TAKS**
1) Incident Solving
- Owns and manages concurrent incidents in a ticketing system.
Adheres to KPIs, especially responsiveness SLAs and productivity goals.
- Reports errors and code defects to development organizations; collaborates to prioritize fixes and validate solutions.
Participates in de-escalation plans and situation war rooms to resolve critical product issues impacting customer business operations.
- Maintains personal broad knowledge of product area and deep component expertise.
- Collaborates with global support engineers across the product area to drive positive customer outcomes.2) Knowledge Transfer
- Drives creation of knowledge in component area of expertise and drives proactive proliferation of knowledge by creating Knowledge Base Articles and wiki documents.
3) Additional Tasks
- Maintains and follows personal development plan by leveraging formal training and knowledge plans.
- All other duties as assigned
**EDUCATION AND WORK EXPERIENCE / SKILLS AND COMPETENCIES**
**Required**
- College degree preferable in Information Technology/Computer Science area and experience in product Support, Software Development, IT, or Quality Assurance
- Advanced English
- Experience with one or more of the following:
- ABAP and Java debuggin
- SAP ERP functional or technical (IDoc, RFC, Proxy interface) knowledge
- SAP PI (Graphical Mappings, java mappings, Runtime Workbench, NetWeaver Administrator)
- Successfully troubleshoot reported issues by gathering symptoms, narrowing down causes, and finding creative workarounds
- Knowledge of business processes and transactions such as purchase orders, invoices, catalogs and punch-out catalogs, reconciliation (orders, receipts and invoices), vendor management, 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.
Thrives in a fast-paced environment and ability to work cross-culturally
**Desirable**
Experience working with Spend Management or procurement Solutions
- Experience in a previous technical support or customer service role
- Experience working with SAP ERP integration
**We are SAP**
**Our inclusion promise**
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:326417 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Graduate | Employment Type: Regular Full Time |