Technical Support jobs in United States, Georgia, Roswell

Must be able to obtain and maintain a security clearance.

All internals must have manager’s approval to transfer.

POSITION DESCRIPTION

EXPECTATIONS AND TASKS

• Act as a trusted advisor in safeguarding and optimizing the adoption and consumption of digital innovation of SAP-centric solutions at Customer

• Management of complex customer relationships and PE engagement(s) on assigned account(s) within Federal, Department of Defense, State, Local, Education, Healthcare (SLED) public, and/or private sector customers who engage in MaxSecure or associated contracts from NS2 (SPSLE/SES).

• Gathers insights about the customer’s business and roadmap with SAP as a basis for a successful engagement delivery.

• Directly advises the Customer on solution operations to support business continuity

• Leads Premium Engagement Steering Meeting to align and report SAP’s involvement and activities at the customer.

• Maintains and updates an accurate view of PE Time Actuals/Revenue forecasting (TQM, Expert Service Days and/or Expert On-Demand Days) on a weekly basis in NS2 financials (ECC).

• Identifies strategic opportunities for developing the Premium Engagement.

• Manages the PE Customer engagement service plan and works with Customer and SAP Center of Expertise (CoE) to plan, schedule, and deliver on committed days/services

• Participates and contributes to SAP Virtual Account Team (VAT) meetings to stay informed of Customer environment, opportunities, and issues/challenges

• Takes a proactive approach to managing PE engagement plan and services at Customer, and is the primary Point of Contact for managing Customer escalations; during and outside of normal business hours, as required

• Works with NS2 Secure Support and the PE Backoffice, including Mission Control Center (MCC) to resolve customer tickets and/or other related incidents identified on the engagement

• Prepares and submits weekly status PE status reports to Customer and NS2 PE Shared Mailbox

• Drives Engagement Planning to ensure SAP’s involvement in relevant areas and initiatives at the customer.

• Manages stakeholders on a continuous basis to establish a long-term, trusted customer relationship.

• Identifies risks to avoid harm to customer’s business.

• Directly advises the customer to provide guidance and to be regarded as trusted advisor.

• Ensure quality of outcome reporting to demonstrate the value of the engagement to the customer.
• Must be able to travel up to 80% or as needed per the customer

WORK EXPERIENCE

• Requires 10+ years of work experience in business software implementation consulting and/or support.

• Requires 5+ years of work experience managing or delivering SAP engineering, maintenance, or maintenance related services; and

• Demonstrated experience in expert level customer facing communication and presentation skills with executive level.

• Demonstrated experience in moving on-premise software to cloud, cloud migrations, IAAS, PAAS, and/or SAAS solutions.

EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES

• Advanced SAP AGS certifications or delivery experience as a Principal TQM (Preferred)

• Prior experience in ERP software implementation (Required)

• Prior experience in software services sales, contract management and/or negotiations required; and

• Expert knowledge of the SAP Maintenance Portfolio, its value and delivery, including SAP Enterprise Support, SAP Standard Support, SAP Product Support for Large Enterprises, SAP MaxAttention, and SAP ActiveEmbedded.
• Strong Verbal and Written Communication
• Ability to Build trusted relationships with key Customer stakeholders
• Ability to lead and manage own work with minimal supervision
• Ability to orchestrate and collaborate across multiple domains and efforts
• Ability to understand customer’s business model
• Ability to measure and communicate business values

Required

• S4 and/or SAP ERP Implementation (e.g., Greenfield, Brownfield, Bluefield)

• Data Center Migration (On-Premise-to-Cloud or Hybrid Models)

• System landscape models and Technical Architecture

• Cloud Architecture (Private, Public)

• Transformation and/or Migration Experience (On-Premise -to- Cloud)

• Integration and Extensibility (Business Technology Platform)

• Cyber and Information security

Preferred

• Data & Analytics

• IT Infrastructure

• IT operations and Change management

• Business Process & Process Map

• Machine Learning and Analytics

Note: The job description is meant to be a guideline. It is not exhaustive, and we will expect the selected candidate to show flexibility and eagerness to undertake varied tasks and projects.

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Philadelphia