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Business Support Specialist - SAP Business Security Office for SAP Support Job

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Date: May 25, 2019

City: Walldorf/St. Leon-Rot, BW, DE

Company: SAP

Requisition ID: 204602
Work Area: Customer Service and Support
Location: Walldorf/St. Leon-Rot
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.

PURPOSE AND OBJECTIVES

SAP Digital Business Services (DBS) is recognized for its world-class and leading service and support offerings and its fast-growing business. We strive to further improve our innovative service portfolio and our engagement programs with the goals to enable our customers to operate better and innovate faster.

To drive, develop and innovate defined offerings, the Global Cross Program Management team of DBS was established to globally own and develop new and existing programs which drive new business for SAP and/or increase customer satisfaction.

DBS provides with Secure Support Program (SEC) a rich portfolio of Advanced Secure Support Services and a support offering named SAP Enterprise Support, advanced security edition. This offering target customer out of highly regulated industries with solution to address their advanced security requirements and individual data policies concerns.

Key features of Advanced Secure Support Services are:

  • Incident Solving: From the processing of unclassified incidents with restricted remote access for system analysis up to the handling of classified messages.
  • Remote Support: Remote system access and remote analysis from defined countries or locations meeting our customer’s own special data security policy or legal regulations.
  • Data Handling: Integration of security-cleared support personnel, special secured rooms in SAP locations and the ability to classify support incidents for further processing.

EXPECTATIONS AND TASKS

  • The Secure Support Customer Engagement Team performs the following mission critical support tasks for customers under Secure Support Service and SAP Enterprise Support in Europe: Remote support for Top-Issues acting as an additional escalation level, enabling 24X7 root cause analysis for problem identification and action plan definition together with the different SAP support backbone teams part of DBS
  • Provide Secure Support Setup service including SAP Enterprise Support readiness check
  • Continuous Quality Check service delivery planning in collaboration with SAP Enterprise Support customers, including scheduling and delivery coordination
  • Provide SAP Enterprise Support Report or Service including Secure Support Services status
  • Handle all exception in the delivery of SAP Enterprise Support and Secure Support Services
  • Provide assistance to customers for all security topics ad during critical project and operational milestones in the application lifecycle
  • Actively drive the communication and follow up with the customer on the functional and technical level taking into account the Secure Support Services delivery constraints
  • Interact with different Support and Development Organization and premium engagement front office roles
  • Takes over role of an evangelist for EU Access Service from SAP (On-Premise)

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

  • Substantial IT Knowledge and good grasp of SAP solutions
  • Knowledge of SAP Products and Technology preferred
  • Ability to quickly gain insight into the customers’ solution landscape and business processes with excellent business process knowledge
  • Team worker to collaborate with senior customer IT Managers, Account Executives, as well as with DBS lines of services
  • Good customer management skills with strong Customer facing experience
  • Ability to judge customer situations and projects regarding implementation success with reference to strategic support planning
  • Create commitment to and enthusiasm for the accomplishment of challenging objectives across diverse topics and teams
  • Presentation, communication, and conflict management skills
  • Strong interpersonal skills and assertiveness
  • Systematic, communicative, and creative focus
  • Fluent in German and English, French an advantage.
  • Willingness to go for personnel security clearance

WORK EXPERIENCE

This role could be suitable for either a recent IT and Business Graduate with 0,5-5 years of experience

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 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).

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

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