Customer Service and Support

Senior Support Engineer

Requisition ID: 340964
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T3

Original Posting Date: 4/28/2022

 

 

Location:  Pittsburgh, PA

 

Purpose and Objective: 

Ariba, Inc. seeks a Senior Support Engineer at our Pittsburgh, PA location responsible for delivering core customer support, proactive support and innovation activities, and embracing continuous learning culture.

 

Expectations and Tasks:

Handle sensitive escalated customer issues in team environments and individual-driven actions (incident solving or real-time support). Resolve known errors by means of SAP, Ariba Notes, Knowledge Base articles, info docs derived from solved customer incidents, documentation, WIKI, or verifying customized entries or hardware parameters. Perform root cause analysis and provide solutions to customers in complex environments for specific fields/areas. Provide workarounds and emergency corrections where no immediate solution can be given. Provide solutions in complex environments in cooperation with development support. Reproduce customer issues identifying the root cause and interacting with the development team to provide a final solution when required. Ensure fulfillment of customer SLAs and other contractual KPIs when required by correctly escalating, transferring, and reducing priority on incidents. Create and maintain knowledge documents to support customers and help colleagues to prevent similar issues or requests. Test internal systems to prevent future issues on customer systems. Contribute to innovation projects aimed at achieving Vision and Goals and act as a Change Leader in the achievement of those projects. Provide Feedback to Development and/or Documentation to improve products. Drive improvement of knowledge quality in area of expertise, both internally & externally. Work as functional expert in de-escalation and war rooms. Act as an ambassador for both Product Support and the Customer with AIS / Development / Product Management and support activities driven by business requirements. Deliver trainings and workshops on knowledge, tool, and best practices of expert area. Attend e-Learning Lessons, Remote Learning Sessions, Classroom Training and Coaching. Maintain knowledge of new functionality and compliance changes. Carry out new tasks and embrace new projects as requested by leaders in the organization. Deliver standard application/technology trainings and workshops about specialty topic. Perform knowledge transfer to internal staff and external customers & partners. 10% travel required.

 

Education and Qualifications/Skills and Competencies:

Bachelor's degree in Computer Science, Management Information Systems, Math, Business Administration, or related field of study and 5 years of experience required. The company will also accept a Master's degree and 3 year of experience.

 

Work Experience:

Experience must involve 3 years in: SAP ABAP coding; SAP Solution Manager; SAP CRM; SAP MM; SQL; Java, JIRA; technical specification documentation; business requirement documentation; Terradata; Tableau; IBM COGNOS; HP service manager; IBM Rational Team Concert; QA testing; Agile methodology. 10% travel required.

 

Travel:  10% travel required.

Internal use only: reference code lhrs4262

EX:OUT

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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, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Requisition ID: 340964  | Work Area: Customer Service and Support  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations:  #LI-Hybrid

Requisition ID:  340964
Posted Date:  Jun 25, 2022
Work Area:  Customer Service and Support
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%
Location: 

Pittsburgh, PA, US, 15212

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