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Technical Support - Procurement
Do you demand the best from your professional career? Are you inspired by excellence? At SAP, you will have the power to make a real impact. As the global market leader for business software, SAP helps companies and organizations in more than 25 industries to run better.
PURPOSE AND OBJECTIVES
The Technical Support (TS) – Procurement team supports the SAP Intelligent Spend and Business Network (ISBN) Product Areas of SAP Business Network, SAP Ariba, and SAP Fieldglass within the Customer Support organization.
The Product Area Lead (PL) is a senior employee within TS, specializing in at least one Product Area and possessing deep technical and functional knowledge of the Product Area in question. They can bring critical customer situations and incidents to resolution, either by themselves or in collaboration with other experts.
EXPECTATIONS AND TASKS
Operational Responsibilities
• Monitor long running issues for the Product Area with a goal of minimizing long runners and reducing time to solve cases.
• Analyze data to help understand Product and support performance, problems, and root causes.
• Work with Support Readiness Leads (SRLs) and PLs across TS to identify larger issues.
• Maintain expert knowledge in Product Area through support delivery especially with complex cases.
• Work with the Product Heads and SRL to ensure that the Product is being supported well – Customer Effort Score (CES), backlog, headcount, knowledge training gaps, includes facilitating and leading joint initiatives to improve the customer experience.
• Understand, from a customer view, the supportability issues affecting customer success.
Build and maintain a strong Collaboration with Engineering and Product Management
• Attend regular review meetings to discuss technical escalations sent to Engineering focusing on areas of improvement, escalation quality and learning potential.
• Champion the support readiness of Products to provide reactive and proactive support to customers and partners through management and coordination of releases.
• Partner with Engineering and SRL throughout the design lifecycle to improve the supportability characteristics of TS-Procurement Products.
• Create opportunities within the Product for customers to diagnose and recover with minimum business impact and increase SAP’s ability to effectively resolve the problem.
• Actively participate in meetings with Lines of Business (LOBs) to provide an overview of the customer experience.
• Represent Product Area in the development and release process of new versions, which include providing feedback on architecture design and operability of Product features.
• Partner across the organization to ensure Product Area is engaged before Product releases, sales campaigns, or other customer facing actions are taken.
• Single point of contact between engineering and Product Area including overall supportability of the Product and readiness of new releases. This includes development of training plans and assisting in building test scenarios as needed.
• Working with Product teams globally, driving continuous improvement in key Support metrics.
• Facilitate and drive regular meetings with Engineering teams, identify and address trends in escalated incidents that require Engineering participation.
• Work with Engineering, SRL, and Product teams to implement the Transfer of Information (TOI) for support around new releases – identify and address risk items, key features, functionality changes, etc.
• Act as technical supportability experts that represent Support by interfacing with Development to provide input to new Product designs.
Build and Maintain Product Knowledge within Product Support
• Support Intelligent Swarming by building a network of expertise within their Product Area to facilitate the use of collective intelligence to resolve customer issues efficiently.
• Manage all aspects of planning and enabling the appropriate Product Area teams to be ready to support all existing and new releases.
• Build a collaborative group across the global TS team to resolve issues efficiently and effectively.
• Monitor solution share by analyzing issues sent to Engineering to check the quality of escalations and identify knowledge gaps in TS.
• Work with Engineering on critical escalations for the specific areas and ensure the respective support delivery teams have the right knowledge and technical skills. Organize training, as needed, to bridge any support knowledge gaps.
• Assist Support Team Managers (STMs), as necessary, in the creation of development plans for engineers.
WORK EXPERIENCE
• Extensive professional experience including more than half of experience in support-relevant roles.
• Experience working with global teams to deliver customer outcomes and experiences.
• Product Knowledge: In-depth knowledge of the technical aspects of the Product.
• Experience in providing guidance and coaching to support engineers to enhance their technical skills.
• Experience in analyzing complex technical issues, identifying root causes, and implementing effective solutions.
• Experience in providing guidance and educating customers on technical aspects to prevent recurring issues.
• Experience in working with engineering and Product management.
• Experience in handling customer issues and understanding the impact of the issues on the customer’s business.
SKILLS AND COMPETENCIES
• Ability to identify opportunities for process improvements that enhance the quality of technical support services.
• Efficiently communicate technical information to both technical and non-technical audiences.
• Proven ability to build meaningful relationships with Engineering and Product Management.
• Ability to influence without authority.
• Outstanding communication skills, including the ability to speak and write fluently in English.
• Experience in troubleshooting complex functional and technical issues.
• Self-motivated and team oriented.
• Flexibility and ability to cope with stress.
• Agile, with strong change management skills.
• Innovative thinking and experience in continuous improvement methodology.
Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.
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.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and 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: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.
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.
Successful candidates might be required to undergo a background verification with an external vendor.
Requisition ID: 419212 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.