Senior Services Engagement Engineer

Requisition
Work Area:
Customer Service and Support
Expected Travel: 0 – 30%

Career Status: Professional

Employment Type:

Regular Full Time

Career Level:

T3-1
Additional Locations:

Original Posting Date: 06/23/25

Job Title:

Senior Services Engagement Engineer

Location:

Chicago, IL
Work Model:
Hybrid Work Model

Purpose and Objective:
SAP America, Inc. seeks a Senior Services Engagement Engineer at our Chicago, IL location to support the long-term customer engagement covering the enterprise-wide adoption, consumption, and operation of SAP centric solutions.

Expectations and Tasks:
Understand the customer’s business (e.g. business challenges and pain points, industry specifics). Understand engagement roadmap, innovation roadmap, adoption targets, engagement focus areas and develop a high-level delivery plan. Understand goals and Key Performance Indicators (KPI) for the engagement. Align action plan with the account team and other internal stakeholders as required. Support customer retention and Premium Engagement contract renewals. Align, schedule, trigger, and follow-up on customer feedback.

Identify and assess potential issues and risks related to SAP solutions, associated business processes, and customer initiatives. Create an action plan for root-cause analysis and resolution of the customer’s issues and top issues. Escalate critical situations to SAP and customer management when required. Manage execution of the engagement plan by aligning, scheduling, scoping, ordering and supporting the delivery of Premium Engagement services.

Promote Cloud Application Lifecycle Management (CALM) for Service, SAP for Me, , SAP Help, SAP One Support Launchpad, and others if applicable. Provide support with onboarding and instruct customer on SAP’s Support processes to drive efficient incident resolution.

Education and Occupational

Experience:

Bachelor’s degree or foreign equivalent in Computer Science, Information Systems, Engineering, or related field of study and six (6) years of progressive, post-baccalaureate experience in the job offered or related occupation. Alternatively, a Master’s degree or foreign equivalent in Computer Science, Information Systems, Engineering, or related field of study and four (4) years of experience in the job offered or related occupation.

Qualifications/Skills and Competencies

Experience:

Experience must involve four (4) years in the following:

• SAP Enterprise Support Services, including Continuous Quality Checks;
• SAP Enterprise Resource Planning software;
• SAP Data Volume Management, including strategies around archiving, avoidance, summarization, and deletion;
• SAP Technical Issue support, including assessment and strategy setup;
• SAP S/4
  
  HANA;
• SAP Operation Optimization;
• Engagement leadership for large and complex projects;
• De-escalation management; and
• Agile project and program management.

Travel:
Position does require up to 30% domestic and international travel to various unanticipated customer sites to implement SAP solutions and provide support services.

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

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:

For SAP employees:
Only permanent roles are eligible for the SAP Employee Referral Program, according to the…