Associate SAP Solution Support Engineer PBC ERP, Cloud ALM

We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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 variety of benefit options for you to choose from.

What you will do:

As a “Solution Support Associate”, you will work directly with Customers to solve their issues and allow the use SAP’s products in a timely manner and with seamless communication workflow. You will be given trainings and guidelines as how to run “best in class” service against Solution Support processes. Your key focus will be to reduce customer effort and have a Customer Centric mindset. Your innovative spirit will be encouraged, and this is evident in the many ideas from our Engineers that have already become success stories in our transformation journey. A key element of this role is ensuring your adherence to SAP’s Core Values and commitment to provide a best-in-class experience to both our internal/external Customers and colleagues.

If you’re passionate about success and results driven, this job might be for you. SAP’s key expectations should be fulfilled through the delivery of tasks below.

Success –Commit to the success of customers, partners, colleagues, and SAP

• Achieve excellent level of customer effort score.
• Ensure achievement of your own and Teams’ KPIs

Accountability - Keep your word by executing on commitments made to ourselves and others.

• Work independently and apply effective problem-solving skills
• Perform root cause analysis and provide solutions in complex environments for specific fields/areas
• Resolve known errors by means of SAP Notes, Knowledge Base Articles, solved customer cases, documentation, WIKI, or verifying customized entries and configurations
• Report coding errors to our development organization
• Attend e-Learning Lessons, Remote Learning Sessions, Classroom Training and Coaching
• Identify patterns and their solutions with incoming customer cases
• Use SAP Remote Supportability Tools to diagnose problems directly on customer systems
• Perform debugging of SAP’s own coding language ABAP on customer & internal test systems
• Share and document knowledge through creation of WIKIs and Knowledge Base articles

Professionalism - We exhibit professionalism by consistently delivering quality work. Act with integrity, treat others with respect, pursue personal expertise and execute with discipline.

• Be the face of PS and SAP by bringing a high-performance image to the external world
• Interact with customers via multiple channels like written form, and chat: drive Customer interactions trough different real time channels

• Build and act upon your development plans, regularly reviewed with your Manager
• Hear and work vs feedbacks and lessons learnt (achievements as well as areas for improvement)

Integrity - We are honest and fair and take responsibility for all our actions. Treat our customers and co-workers with sincerity and respect.

• Handle any personnel conflicts with maturity and fairness

Teamwork - Take personal initiative in collaborating to achieve success.

• Be adaptable to the company and Product Support Strategy

So how do you know if you’re ready to apply for this role:

• You can assess, plan, and troubleshoot while collecting information about the customer issue
• You have programming/debugging skills
• You have proficient English verbal & writing skills
• You want new challenges every day
• You want to make an impact on SAP’s success in a highly competitive environment

We need you to drive SAP Product Support transformation if:
 

• You are a Team player
• You commit to drive best in class service by acting according to Solution Support methodologies and best practices
• You are a passionate learner who’s motivated to take on challenges - always looking to do things better (both personally, as part of a team and for the company).
• You are capable of prioritizing effectively with a customer centric mindset

What you bring:

1.  Positive Approach
    

• Execution mindset
• Act with high emotional intelligence and empathy to our internal/external customers
• Easy change adopter
   

1. Your Work experience includes
    

• 0-2 years in similar experience OR talented fresh starter
• Attraction for technical solutions  
• Experience or attracted by working in a strong multicultural environment
• Fluent English speaking/writing

1. Education & qualification
    

• University Degree or College Diploma program in Computer Science, Business and Technology, or related areas.  Equivalent professional experience will be considered
• Experience in SAP ERP or other vendor ERP solutions

Meet your team:

The worldwide Solution Support Engineering team of 3000 employees is committed to the success of our customers through outstanding technical support.  We actively investigate customer issues by mastering diverse technologies and working intensively with the products we offer.

​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: 420250  | Work Area: Consulting and Professional Services  | Expected Travel: 0 - 10%  | Career Status: Graduate  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.