SAP SAP NS2 Sr Support Engineer - EC & Payroll 

United States, Virginia 

73655983

Key Responsibilities:

2) Proactive Support and Innovation Activities

CORE CUSTOMER SUPPORT

• 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.

PROACTIVE SUPPORT AND INNOVATION

• 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).

CONTINUOUS LEARNING CULTURE

• Find learning opportunities in daily tasks by staying curious and open to new experiences that will improve technical and functional knowledge.
• Attend e-Learning Lessons, Remote Learning Sessions, Classroom Training and Coaching
• Get certified in Classroom Training or e-Learning Lessons as required by product or people leaders
• Maintain your knowledge of new functionality and compliance changes
• Carry out new tasks and embrace new projects as requested by leaders in the organization
• Provide Coaching and Mentoring of new employees or colleagues for specific tasks (e.g. as a KM-Coach)
• Demonstrate willingness to fulfill different roles as required to network effectively with stakeholders in the business.
• Develop deeper technical skills like reading code / debugging / creation of small corrections where applicable.

Experience & Educational Requirements

• 5-8+ years of implementing, administering, and troubleshooting enterprise level applications
• Experience working with software applications with deep experience in
• Experience with key SuccessFactors Partner Solutions including BSI Tax Factory, SCP-CPI, Workforce Software, and others like integration with SAP Products like S4 HANA.
• Basic to advanced knowledge in one application/technology area / basic knowledge of at least one other area
• Basic to advanced understanding of business processes within one application/technology area
• Basic to professional skills with one programming language such as ABAP, JAVA, . NET
• Technical skills (debugging, tracing, verifying complex customizing)
• Basic to advanced knowledge of Business Management Basics and of Basic Business Processes
• Basic knowledge of implementation of Notes and Support Packages and Service Packs; execution of transports or upgrades, (cloud) system operations
• English: Fluent

Education

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

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Washington DC