SAP Cloud Product Support Engineer/Associate SuccessFactors Job in Galway, Ireland
Requisition ID: 158835
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.
PURPOSE AND OBJECTIVES
As market leader in enterprise application software, SAP assists companies of all sizes and industries run better. SuccessFactors (An SAP Company) is the global leader in Business Execution Software. Our integrated suite of cloud‐based applications is relied upon by over 3,500 customers in over 168 countries to bridge the gap between business strategy and business results with improved execution. We also deliver a comprehensive view of the workforce through robust analytics, planning and core HR applications.
Success Factors solutions help companies execute faster and smarter, with greater insight, delivering better business results than ever before. We believe that the power of our people, products and partners unleashes growth and creates significant new value for our customers, SAP, and ultimately entire industries and the economy at large.
THE ROLE OF A SUPPORT ASSOCIATE/ENGINEER
As part of The SAP Cloud Product Support team, this role supports SuccessFactors solutions such as Business Execution (BizX) suite, Employee Central (EC), Learning Management System (LMS). The Support Associate/Engineer is responsible for assisting our customers by troubleshooting issues, and providing solutions for reported incidents. It combines post go‐live customer support and/or system administration.
Main responsibilities include the following:
Analyse the incident, research solutions and provide solid answers easily understood by customers
Troubleshooting complex problems and provide the best available solution or workaround within the agreed service levels
Document solutions to known issues and consulting questions
Develop technical solutions to be posted to both internal and external knowledge base
Liaising with Development & Field Teams to identify bugs and missing product functionality for future releases
Liaising with product management to identify and report bugs.
Document issues in a CRM system and defects in our engineering tracking tool
Act as a liaison between our Product Management and Engineering teams
Collaborate with other employees by providing important customer feedback, process‐improvement suggestions, new troubleshooting tips and other actions that involve improving our product
Adhering to SLA’s and providing high Customer Satisfaction
EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES
Bachelor’s Degree in Computer Science, Information Technology, Business Information Systems or a related field
Fluency in English essential and 2nd European language preferred
Familiarity with general IT concepts
Solid understanding of Internet technologies
Familiarity with general business terms and processes
Preferred (but not explicitly required):
Knowledge of any one object oriented programming language (Java, C , ABAP/4 etc).
Familiarity with HTTP/HTTPS protocols as well as XML
Familiarity with RDBMS database concepts
Familiarity with operating system, networking concepts
Awareness of security protocols
Knowledge of File Transfer protocols
Experience with HRIS systems
Passionate about learning new concepts and technologies
Excellent problem solving & analytical ability
Strong team player and comfortable working on own initiative
Excellent communication and presentation skills to effectively explain a solution to a customer's problems
Strong time management and multi tasking capabilities
Flexibility with working hours
SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.
SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable 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 (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com , APJ: Careers.APJ@sap.com , EMEA: Careers@sap.com ). Requests for reasonable accommodation will be considered on a case-by-case basis.
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