Support Associate - Java/j2ee/html Job in Sap

Requisition ID: 261276
Work Area: Consulting and Professional Services
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time

COMPANY DESCRIPTION

SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. Thats why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because its the best-run businesses that make the world run better and improve peoples lives.

EXPECTATION & TASK

SupportAssociate is accountable for troubleshooting & driving the resolution of product issues while engaging with all levels in the Support & Operations teams and ensuring consistent and up-to-date communication with customers. SupportAssociate is a customer centric role where you are the voice of the customers dealing with post implementations issues. Being comfortable on talking to the customers through different channels and collaborating globally with colleagues is the key.

• Engage with customer on phone to assess the business impact of an issue and logically determine cause and resolution plan.
• Analyse configurations, application and system log files to determine the cause of issue.
• Work closely with peers globally to ensure issue resolution in line with SLAs maintain accountability for an issue until resolved
• Provide quick solution for already known & documented issues & report errors/bugs to Development.
• Provide consulting for customers on procedural issues and queries.
• Share knowledge & best practices with the team.
• Delivery of valuable content for Product Support Knowledge Base and contribute to Technical Knowledge Database.
• Give an accurate daily handover of all business-critical occurrences to peers in other locations across the globe.
• Participate in weekend support coverage as per roster planned globally.
• Continually develop expertise on new releases and product as demanded by business environment.
• More experienced colleagues get an opportunity to play a bigger role in success of SAP Cloud Support by participating in one or more of the following:
  • Be a part of the top-notch experts and deliver towards End-to-End Troubleshooting.
  • Handle escalated customer messages and de-escalate customer messages independently.
  • Take on role of technical expert who passes on knowledge via coaching and workshops.
  • Lead the team locally or globally for one or more topics.

EDUCATION & COMPETENCIES

• Total experience at least3-4 years of directly related work experience in supporting or implementing SuccessFactors Solutions or equivalent products in HRIS & Learning
• BE/Btech/ Masters degree
• Good knowledge of XML, Java, J2EE, HTML, RDBMS, SQL. Familiarity with operating system, networking concepts and UNIX/Windows, web application servers, ITIL
• Having worked in Implementation, Consulting, Support or Key-User roles in any business application will be an asset.
• Strong customer focus & high attention to detail in identifying root-cause.
• Ability to understand customers business process and able to use that knowledge to anticipate best mode of resolution.
• Strong problem resolution, analysis and documentation skills.
• Ability to manage & prioritize own workload/tasks and work with high sense of urgency and willingness to commit the additional time and effort on high impact issues
• Excellent communication, collaboration skills.
• Familiarity with standard PC packages and working knowledge of CRM and Service Management ticketing systems and any support or implementation experience of SuccessFactors product would be an added advantage.

WHAT YOU GET FROM US

Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If youre searching for a company thats dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment apply now.

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.

Successful candidates might be required to undergo a background verification with an external vendor.

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