Software-User Experience

IT Technology Senior Consultant

Requisition ID: 342282
Work Area: Software-User Experience
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T3
Original Posting Date: 5/9/2022


Location:  San Ramon, CA


Purpose and Objective: 

SAP America, Inc. seeks a IT Technology Senior Consultant at our San Ramon, CA location responsible for providing proactive IT support to select group of SAP Executive Leadership for all technology needs including laptops, mobile devices, operating systems, and supported software applications.


Expectations and Tasks:

Build and maintain trusting relationships with executives and their business support staff to ensure they remain happy, productive end users. Collaborate with regional and global IT Executive Support teams to plan and execute proactive initiatives and projects related to the Executive leadership staff. SLA Adherence. Incident management for unresolved issues. Escalation management. Customer Service Excellence. Problem Management Input. Knowledge Management Input (Wiki, IT Workplace, JAM, Teams, SharePoint, etc.). Mentoring & Coaching. Hosting knowledge transfer sessions. Creating support documentation. Identifying and supporting continuous improvement opportunities. Provide hardware third level support to end users’ equipment (laptop/desktop, mobile phones). Provide software third level support to end users (general applications). Provide third level support to general workspace equipment (ex.: fixed & mobile telephony, printers, projectors). Incident management coordination with other support levels (2nd & 3rd). Maintain IT resources available to comply with local business needs. Coordinate events and training in Americas, may include remote management of projects and events in the USA, Canada, and Latin America. Coordinate with other IT teams on specific problem solving (networking, server, etc.). Customer Engagement Consultation. Be the liaison between IT and the business. Present IT strategy and new IT projects to business leaders. Assist IT colleagues with maintaining various local responsibilities when possible. 10% travel required.


Education and Qualifications/Skills and Competencies:

Bachelor's degree in Computer Science, Engineering, Business Administration, Information Systems or related field of study and 6 years of experience required. The company will also accept a Master's degree and 4 years of experience.


Work Experience:

Experience must involve 4 years in the following: IT break-fix support skills for both Windows and Apple/Mac platforms on laptops, desktops, and mobile devices; Managing service requests and incidents using IT Ticketing systems in an environment that involves multiple IT teams and levels of support; MS Office suite including recent MS Cloud (e.g., O365) products; Providing IT and Audio-Video support for customer-facing demos/presentations and revenue-generating events; Managing projects and implementations of new technology products to both in-office and remote employee bases; Engaging with employees/clients to influence and support their adoption of new IT products and technologies; Delivering software product demos and trainings to employees/clients in individual and group settings; Contributing to IT knowledge base and documentation management (e.g., Wikis and other internal resources for IT staff); Third-party IT vendor management to fulfill IT services that are not offered by internal IT department. 10% travel required.


Travel:  10% travel required.


Internal use only: reference code lhrs4262





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This position is eligible for the SAP Employee Referral Program subject to the eligibility criteria outlined in the SAP Internal Employee Referral Policy.

EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.
Additional Locations:  

Requisition ID:  342282
Posted Date:  Jun 7, 2022
Work Area:  Software-User Experience
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%

Palo Alto, CA, US, 94304

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