SAP SAP NS2 Support Engineer - BTP 

United States, Virginia 

816248390

COMPANY DESCRIPTION

This position requires access to customer data. Must be a U.S. citizen; SAP NS2 does not offer Visa sponsorships for this role.

Key Responsibilities:

2) Proactive Support and Innovation Activities

3) Embrace Continuous Learning Culture

• Handle sensitive escalated customer issues in team environments and individual-driven actions (incident solving or real-time support), in cooperation with experienced support engineers if necessary while maintaining a high level of customer satisfaction.

• Resolve known errors by means of SAP Notes, Knowledge Base Articles, info docs derived from solved customer incidents, documentation, WIKI or verifying customized entries or hardware parameters.

• Perform root cause analysis and provide solutions to customers in complex environments for specific fields/areas.

• Reproduce customer issues identifying the root cause and interacting with the development team to provide a final solution when required.

• Perform in weekend support and 24x7 support activities as required

• Taking ownership for the incoming queue to ensure fulfillment of customers' SLAs and other contractual KPIs when required by correctly escalating, transferring, and reducing priority on incidents.

• Develop product specialization in at least one product area.

• Demonstrate capability of processing P1 (Priority 1) incidents, requesting assistance as required.

• Work collaboratively with Engineering and Operations teams as required and be comfortable acting as the case owner to drive cases to completion

• Create and maintain knowledge documents to support our customers and help colleagues to prevent similar issues or requests. (WIKI content, Knowledge Base Articles, Guided Answers)

• Test internal systems to prevent future issues on customer's systems.

• Contribute to innovation projects aimed at achieving our Vision and Goals and act as a Change Leader in the achievement of those projects.

• Participate in the SAP Community to help with incident deflection by participating in community discussions in customer and partner communities (blog posts, tips and tricks, etc.)

• Drive improvement of Knowledge quality in area of expertise, both internally & externally.

• Work as functional expert in de-escalation and war rooms (Engage in critical customer situations - e.g: CIM escalation, account escalation).

Experience & Educational Requirements

• Bachelor or Master Degree in Natural Science, Technology, Business or equivalent work experience in related field preferred.

• 5-8 years of implementing, administering, and troubleshooting enterprise level applications

• 5+ years of experience working with SAP Business Technology Platform

• Must be able to work PST hours

• Basic to advanced understanding of business processes within one application/technology area

• Technical skills (debugging, tracing, verifying complex customizing)

• Basic to advanced knowledge of Business Management Basics and of Basic Business Processes

• Language: Must be fluent in English

We win with inclusion

Washington DC