SAP NS2 Principal Ariba Support Engineer

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.

SAP is the global market leader for business software and related services. SAP National Security Services Inc.® (SAP NS2®) is an independent U.S. subsidiary, offering SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers.

This position requires access to customer data. Must be a U.S. citizen; SAP NS2 does not offer Visa sponsor ships for this role. All internals must have manager’s approval to transfer.

• Owns and manages concurrent SRs in a ticketing system.
• Provides solutions to technical issues impacting customers’ business processes and their ability to conduct commerce through SAP Ariba applications.
• Adheres to KPIs, especially responsiveness SLAs and productivity goals.
• Reports errors and code defects to development organizations; collaborates to prioritize fixes and confirm solutions.
• Maintains personal broad knowledge of product area and deep component expertise.
• Participates in de-escalation plans and situation war rooms to resolve critical product issues impacting customer business operations.
• Collaborates with global support engineers across the product area to drive positive customer outcomes.
• Provides ongoing and timely communication via phone and email to customers regarding the status of their requests.
• Provides on-call support during evenings and weekends as required by a rotational schedule.

• Coaches and mentors other Support Engineers to increase their product expertise and productivity.
• Drives creation of knowledge in component area of expertise and drives proactive proliferation of knowledge by creating Knowledge Base Articles and wiki documents.

• Bachelor’s degree with a technical discipline or a minimum of 10 years of experience in Support, Software Development, IT, or Quality Assurance. Years of experience may be used in lieu of a degree.
• 10 years of working experience with an enterprise cloud application.
• Knowledge of SAP Ariba Network solution with a deep knowledge of contracts, sourcing and SLP.
• Knowledge of SAP Materials Management (SAP MM) and ABAP is most preferred.
• Experience with one or more of the following:
• Writing SQL queries.
• Analyzing logs based on error codes.
• Reading Java and object-oriented programming.
• Reading JSON (JavaScript Object Notation).
• XML, including SOAP and HTML.
• Fiddler and/or Soap UI applications.
• Troubleshooting and debugging common web-browsers.
• HTTP and security.
• SSO (Single Sign-on) technologies, particularly SAML.
• Knowledge of business processes and transactions such as purchase orders, invoices, catalogs and punch-out catalogs, reconciliation (orders, receipts and invoices), vendor management, contracts, sourcing (requests for quotes/price, auctions) and supply chain.
• Exceptional written and oral communication skills; ability to listen and work with customers in real-time. Ability to effectively handle difficult and challenging customer interactions; maintain poise and professionalism on every interaction.
• Proven ability to manage multiple tasks or projects with changing priorities. Thrives in a fast-paced environment and ability to work cross-culturally.
• Positive attitude and passion towards Customer support.
• Perform weekend support and On-call activities as required.

• Experience in a previous technical support or customer service role.
• Experience working with SAP Business Network solutions.
• Experience working with Cloud Integration Gateway or SAP PI (Process Integration).

Note:

This job description is meant to be a guideline. It is not exhaustive, and we expect the…