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SAP Ariba - Solution Architect Job

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Date: May 5, 2019

City: Pittsburgh, PA, US

Company: SAP

Requisition ID: 211930
Work Area: Customer Service and Support
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. 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.

 

Job Description Overview
 

The primary responsibility of the Solution Architect is to enhance the SAP Ariba customer experience by maintaining ownership and accountability for a specific functional area or areas of the SAP Ariba applications suite. The foundation of this ownership is through a deep level of both functional and technical SAP Ariba product expertise coupled with broad business process knowledge and customer/situational management experience. The solution Architect must use this skill set to engage in critical customer situations, make key product decisions by developing a strong partnership with Engineering and Solution Management leaders, and multiply experience/knowledge across the entire Customer Support organization.

 

Key Responsibilities:

 

  1. Solution Ownership
  • Technical/Functional expert in at least one Solution Area/Component
  • Ability to represent SAP Ariba in any customer-facing situation for Solution Area(s)/Component(s)
  • Cross-organizational lead/go-to for Solution Area(s)/Component(s):
    • Product issues both Customer (incidents) and non-customer (health monitoring) reported
    • Multiplication of solution knowledge across entire organization (how things work and why)
    • Driving visibility and knowledge of new product Enhancements and roadmap
    • Product “Supportability” and Customer Adoption
  • Develop strong partnership with Engineering and other P&I leaders to make key decisions
  • Drive product direction to reduce incident volume and participate in relevant projects aimed at prevention/deflection

 

2) Incident Engagement

  • Perform technical/cause analysis and incident review to unblock customers in critical situations
    • Engage with Mission Critical Support on high impact incident analysis
    • Provide solutions to complex/high impact issues
    • Provide workarounds/alternatives to prevent Engineering engagement
    • Confirm Engineering engagement is required and ensure proper information is provided to solve
  • Review incidents in relevant solution areas that require Engineering engagement (Daily scrums for P2 and Defect Review for P3)
  • Engage with Critical Customer Engagement (via De-Escalation Architects) to assist in customer escalations
  • Validation of Escalated Enhancement Requests prior to Solutions Management engagement

 

3) Knowledge Transfer

  • Externally and internally recognized as a noted leader/expert in product area(s)
  • Coaches/engages/mentors others to multiply knowledge across the entire organization
  • Drive creation of targeted Knowledge Base articles, WIKI Documents and White Papers.
  • Partner with Excellence Programs to develop product/technical trainings and workshops
  • Partner with Early Adoption Team to ensure customers are ready for GA of new innovation
  • Partner with Engineering to improve Documentation gaps and identify usability issues

 

4) Strategic and Management Tasks

  • Engage in variety of customer-facing situations to drive proper business outcomes
  • Full alignment with leadership to support the achievement of organizational goals
  • Provide clear visibility and action plans for customer situations to SAP Ariba senior management/executives
  • Deal with changing market demands and priorities or goals
  • Contribute to and influence business strategy by providing strategic feedback, decision and insight to executive management
  • Influence business outcomes by representing their function in cross-functional forums topics, strategic projects, etc.

 

Other Key Tasks

  • Work as functional/technical expert in de-escalation and CIRS situations when needed
  • Provide extended coverage on critical incidents when needed
  • Define standard and leading-edge best practices in own area(s) of expertise across the organization
  • Build and maintain an expansive network within SAP/SAP Ariba
  • Provide grown/development feedback for Support Engineers to leadership
  • Close cooperation with other organizational key stakeholders
  • Develop tools that improve supportability / usability of our products


Preferred Qualifications:
 

  • Bachelor’s degree with a technical discipline
  • 5+ Years working with a web-based software solution
  • 5+ Years of experience in a previous Technical Support, Consulting, or Engineering role
  • Experience working with Spend Management Solutions and/or Web-based Enterprise Application Architecture/Infrastructure

 

Skills and Abilities: 

  • Team player with strong problem-solving skills and a “can do” attitude
  • Must be detail-oriented and have ability to manage priorities and deadlines 
  • High energy with the capability to multi-task in a dynamic, rapidly-growing organization. 
  • Ability to work with technical and business-oriented teams 
  • Ability to work collaboratively with employees within department and across functions 
  • Aptitude for understanding how SaaS solutions solve business problems 
  • Ability to convey information clearly and provide analysis as needed to help customers make proper business decisions.

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 you’re searching for a company that’s 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.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable 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). Requests for reasonable accommodation will be considered on a case-by-case basis. Successful candidates might be required to undergo a background verification with an external vendor.

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.

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


Nearest Major Market: Pittsburgh

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