SAP NS2 Principal Ariba Support Engineer

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed. 

Principal Ariba Support Engineer

COMPANY DESCRIPTION

SAP is the global market leader for business software and related services. SAP National Security Services Inc.® (SAP NS2®) is an independent U.S. subsidiary, offering SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers.

This position requires access to customer data.  Must be a U.S. citizen; SAP NS2 does not offer Visa sponsorships for this role.  All internals must have manager’s approval to transfer. 

Key Tasks

• Owns and manages concurrent SRs in a ticketing system.
• Provides solutions to technical issues impacting customers’ business processes and their ability to conduct commerce through SAP Ariba applications.
• Adheres to KPIs, especially responsiveness SLAs and productivity goals.
• Reports errors and code defects to development organizations; collaborates to prioritize fixes and confirm solutions.
• Maintains personal broad knowledge of product area and deep component expertise.
• Participates in de-escalation plans and situation war rooms to resolve critical product issues impacting customer business operations.
• Collaborates with global support engineers across the product area to drive positive customer outcomes.
• Provides ongoing and timely communication via phone and email to customers regarding the status of their requests.
• Provides on-call support during evenings and weekends as required by a rotational schedule.

Additional Tasks

• Coaches and mentors other Support Engineers to increase their product expertise and productivity.
• Drives creation of knowledge in component area of expertise and drives proactive proliferation of knowledge by creating Knowledge Base Articles and wiki documents.

Required Experience:

• Bachelor’s degree with with a technical discipline or a minimum of 10 years of experience in Support, Software Development, IT, or Quality Assurance. Years of experience may be used in lieu of a degree
• 10+ years of working experience with an enterprise cloud application
• Knowledge of SAP Ariba Network solution with a deep knowledge of contracts, sourcing and SLP
• Knowledge of SAP Materials Management (SAP MM) and ABAP is most preferred
• Experience with one or more of the following: 

• Writing SQL queries
• Analyzing logs based on error codes
• Reading Java and object-oriented programming
• Reading JSON (JavaScript Object Notation)
• XML, including SOAP and HTML
• Fiddler and/or Soap UI applications
• Troubleshooting and debugging common web-browsers
• HTTP and security
• SSO (Single Sign-on) technologies, particularly SAML
• Knowledge of business processes and transactions such as purchase orders, invoices, catalogs and punch-out catalogs, reconciliation (orders, receipts and invoices), vendor management, contracts, sourcing (requests for quotes/price, auctions) and supply chain
• Exceptional written and oral communication skills; ability to listen and work with customers in real-time. Ability to effectively handle difficult and challenging customer interactions; maintain poise and professionalism on every interaction
• Proven ability to manage multiple tasks or projects with changing priorities. Thrives in a fast-paced environment and ability to work cross-culturally
• Positive attitude and passion towards Customer support
• Perform weekend support and On-call activities as required 

Preferred Experience:

• Experience in a previous technical support or customer service role
• Experience working with SAP Business Network solutions.
• Experience working with Cloud Integration Gateway or SAP PI (Process Integration)

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

Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.  

We win with inclusion
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility 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: Careers@sap.com.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 153300 - 260600(USD) USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 442293  | Work Area: Consulting and Professional Services  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations:  #LI-Hybrid