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

COMPANY DESCRIPTION

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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