Support Engineer - SmartRecruiters for SAP SuccessFactors

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. 

ABOUT SAP

As market leader in enterprise application software, SAP helps companies of all sizes and industries run better. From back office to boardroom, warehouse to storefront, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition.

PURPOSE AND OBJECTIVES

SAP Cloud Product Support Team high end Product Support for customers of various Products in Cloud portfolio of SAP, namely:

• SuccessFactors BizX Suite
• SuccessFactors SmartRecruiters
• SuccessFactors Recruiting management and Recruiting Marketing
• SuccessFactors Integration of RCM and RMK modules with other BIZX Modules
• SAP Employee Central, Learning & Analytics
• ........... and more

With 8 locations across the world, SAP Technical Support has a high performing team of Support Engineers, whose mission is “Beautiful Products deserve Beautiful Support”. By providing end-to-end support and services for all SAP’s OnDemand solutions, SAP Technical Support contributes significantly to the success of Cloud Business of SAP . Within our team, we practice a trust-based working model.

EXPECTATIONS AND TASKS

Support Engineer is accountable for troubleshooting & driving the resolution of product issues while engaging with all levels in the Support, Engineering & Cloud Operations teams and ensuring consistent and up-to-date communication with customers.

Detailed Roles & Responsibilities:

• Engage with customer to assess the business impact of an issue.
• Analyze configurations, application and system log files to determine the cause of issue.
• Work closely with peers globally to ensure issue resolution in line with SLAs.
• Maintain accountability for an issue until the same is resolved.
• Provide quick solution for already known & documented issues.
• Logically work through problems to determine their cause and how they can be resolved.
• Report errors/bugs to Development.
• Provide support for customers on procedural issues and queries.
• Share knowledge & best practices with the team.
• Delivery of valuable content for Technical Support Knowledge Base.
• Contribute to Technical Knowledge Database by following the SAP case solving methodology.
• Give an accurate daily handover of all business-critical occurrences to peers in other locations across the globe.
• Participate in weekend support coverage as per roster planned globally.
• Continually develop expertise on new releases and product as demanded by business environment.

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

Required skills:

• Engineering degree or,
• Masters in Science (Physics & Mathematics) or,
• Bachelor’s degree in any discipline complemented by equivalent work experience
• Support Process and knowledge of handling Incidents in ITIL framework
• Fluency in English.

Preferred skills:

• Total experience at least 1-3 years of IT industry.
• 1+ years of directly related work experience in supporting or implementing SuccessFactors Solutions or equivalent products in HRIS Recruitment module and Onboarding Modules working knowledge of XML, Java, J2EE, HTML.
• Experience with SmartRecruiters will be an advantage.
• Experience with Web SSO (SAML 2.0).
• Experience in network diagnostic tools like Fiddler or Chrome/Firefox developer tools.
• Very good understanding of RDBMS database concepts, SQL.
• Familiarity with Browsers based tech, operating system, networking concepts.
• Having worked in Implementation, Consulting, Support or Key-User roles in any business application will be an added asset.
• Good understanding of standard business processes & scenarios.
• Strong customer focus.
• High attention to detail in identifying root-cause.
• Ability to understand customer’s business process and able to use that.
• Knowledge to anticipate best mode of resolution.
• Strong analytical & logical skills.
• Strong problem resolution, analysis and documentation skills.
• Strong team player; enjoys working with international teams.
• Outstanding ability to manage & prioritize own workload/tasks.
• Excellent communication, collaboration skills.
• Ability to work with high sense of urgency and willingness to commit the additional.
• time and effort on high impact issues.
• Experience with online communications.
• Excellent English communication - writing and speaking skills.
• Familiarity with standard PC packages.
• Working knowledge of CRM and Service Management ticketing systems.

WORK EXPERIENCE

• 1-3 years of experience in customer facing engagements supporting/Implementing SuccessFactors or SmartRecruiters equivalent HRIS suite.

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,  gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

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

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: 443120  | Work Area: Customer Service and Support  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations:  #LI-Hybrid