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Customer Service and Support

Program Support, Senior Support Engineer

Requisition ID:314204 
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T3
Hiring Manager: Jonathan Son 

Recruiter Name: Mirella Di Iorio

 

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. That’s 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 it’s the best-run businesses that make the world run better and improve people’s lives. 

 

 

Role can be located anywhere in Australia

  • We will prioritise applications currently residing in Australia given restricted visa and mobility availability related to Covid-19

 

What We Do:

SAP Fieldglass provides the industry’s leading cloud technology for services procurement and external workforce management. More than 400 global businesses leverage SAP Fieldglass’ intuitive Vendor Management System (VMS) to gain visibility into its external labour, project-based services including Statements of Work (SOWs), independent contractors and additional flexible talent pools.

 

What Sets Us Apart:

SAP Fieldglass is one of the forerunners of today’s highly successful cloud delivery services. SAP Fieldglass has been a Software-as-a-Service application since its start. At a time when many buyers were using behind-the-firewall ERP applications to manage their non-employee workforce, this VMS industry first is now the industry standard.

 

Some of our attributes include:

  • We are the VMS market leader in global spend management.
  • Not only an industry leader but a thought leader – SAP Fieldglass keeps customers up to date with VMS industry knowledge on our ‘From the Field’ blog, FUSE User Exchange and social media accounts.
  • We work with the world’s leading companies, including AIG, Verizon, GlaxoSmithKline, Johnson & Johnson, CVS/Caremark, United Airlines, Rio Tinto, Monsanto, and many, many more.
  • We are part of SAP, a market leading enterprise application software company, helping companies of all sizes and industries run simple.

 

SAP Fieldglass encourages an open-door policy and a collaborative office environment. Those with an entrepreneurial and can-do attitude keep SAP Fieldglass at the top of its industry. 

 

This is an advanced technical and customer facing role within the Product Support organization under the broader CSI organization. The person in this role will be responsible for providing technical support by engaging with customers directly to provide product guidance, consultation, participating in projects and delivering on requests requiring backend changes including but not limited to SQL scripts, configuration edits, integrations etc.

The ideal candidate will have advanced technical skills with customer facing experience paired with advanced troubleshooting skills to deliver guidance and solutions based on customer’s business challenges and/or needs. The qualified candidate will be able to manage customer expectations, handle customer escalations, ability to communicate complex technical topics to customers effectively, identify and provide solutions to customer’s problems and quickly learn and exhibit product expertise. 


The Program Support Sr. Technical Engineer will act as a senior member of the team and provide both guidance and leadership to rest of the support team.

Duties and Responsibilities:

  • Providing exceptional support to customers and internal teams in relation to customer requests.
  • Manage requests submitted by customers and internal teams via ServiceNow
  • Collect, analyze and work to provide solutions for projects, client/partner initiatives, day to day issues and other related responsibilities
  • Participate in coaching and upskilling team members with technical knowledge and work experience
  • Properly document results of analysis on solutions and/or processes
  • Serve as a liaison between customers and internal teams such as Development, QA, DBA’s and Professional Services
  • Act as an expert in all facets of the SAP Fieldglass’ proprietary services procurement application
  • Participate in projects and with teams as required and acting as a lead when appropriate
  • Act as a lead for Product Support when participating in meetings with customer’s technical personnel as required
  • Communicate complex issues both at a technical and non-technical level to different audiences
  • Have the foresight to identify best solutions for specific situations and contribute ideas to enhancing the SAP Fieldglass application based on both internal and customer needs
  • Act as a key contributor in the creation of documentation for both internal and external use
  • Be productive with minimal supervision, have focus on service and the foresight to understand future impacts current changes may have on the SAP Fieldglass application and/or customer’s business processes
  • Participate in weekend support activities and extended coverage if required
  • Help drive global Support & Services strategy evolution, working closely across the organization to develop new or enhance existing strategies
  • Work with both customers and internal leaders to validate research and strategies
  • Collaborate with leadership to review & refine processes and strategies
  • Build strong inter-departmental relationships across the business
  • Assist with preparation for internal/external briefings and communications

 

Work Experience Requirements:

  • Must have Australian citizenship
  • Have experience managing projects with the ability to manage/own multiple projects simultaneously while prioritizing appropriately within a changing business landscape
  • Able to quickly earn the trust of others and develop relationships across the business
  • Ability to effectively lead peer & cross-functional teams to achieve results
  • Proven ability to make informed decisions with discretion, at-times with limited information
  • Ability to do data analysis
  • Strong knowledge of Microsoft Office suite, especially within Excel, PowerPoint and Word
  • Professional Services, Customer Success, Customer Service and/or SaaS experience
  • Advanced ability to quickly assess, troubleshoot and solution customer and/or internal problems

 

Key Traits:

  • Ambitious – proactively looking to find a way to make a positive contribution and willing to go the extra mile to help achieve business goals while maintaining a customer-centric mindset 
  • Problem Solver – relentless in pursuit of finding the right solution to serve the business and customer
  • Communicator – able to communicate orally or in writing to all levels in a lucid and emotionally intelligent manner
  • Collaborator – adept at working with people of varying skills, experience, functions etc. and able to bring everyone together to work toward a common goal
  • Time Management – able to manage multiple initiatives and projects with minimal supervision while meeting goals
  • Leadership – lead by example to deliver on initiatives by effectively leveraging resources across teams and/or departments to meet goals
  • Decision Maker – able to make appropriate decisions by properly assessing options and data points
  • Transparent – must be forthright and provide clear optics on decisions/actions


Education and Skills:

  • Bachelor’s degree in Business Administration, Information Sciences, Computer Science or related work experience
  • 5+ years in a technical support and customer facing role.  SaaS experience preferred
  • Work with minimal supervision
  • Knowledge of ServiceNow and Jira tools preferable
  • SQL required
  • JavaScript
  • Java is preferable
  • Multilingual skill beneficial

 

 

 

We are SAP

SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.

 

Our inclusion promise

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 and more equitable world.

 

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide 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: Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com.

 

EOE AA M/F/Vet/Disability:

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.

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

 Requisition ID:314204 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time  | Additional Locations: 

Program Support, Senior Support Engineer

Facility:  314204
Posted Date:  Dec 21, 2021
Work Area:  Customer Service and Support
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%
Location: 

North Sydney, NSW, AU, 2060


Job Segment: ERP, Engineer, SAP, Procurement, Technology, Engineering, Operations, Research