SAP NS2 Support Engineer; EC & EC Payroll

SAP NS2 Support Engineer (EC & EC Payroll)

SAP NS2 Secure Cloud Support organization is seeking an experienced Software Support Engineer for Success Factors including mobile, Employee Central and Employee Central Payroll.

The primary responsibilities of this role are core customer support, innovation and proactive activities and participation in a continuous learning culture. Individuals in this position align most frequently with our customers and work collaboratively with local managers and technical leads to delight our customers.

• Handle sensitive escalated customer issues in team environments and individual-driven actions (incident solving or real-time support), in cooperation with experienced support engineers if necessary while maintaining a high level of customer satisfaction.
• Resolve known errors by means of SAP 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.
• Reproduce customer issues identifying the root cause and interacting with the development team to provide a final solution when required.
• Perform in weekend support and 24x7 support activities as required.
• Take ownership of the incoming queue to ensure fulfillment of customers’ SLAs and other contractual KPIs when required by correctly escalating, transferring, and reducing priority on incidents.
• Develop product specialization in at least one product area.
• Demonstrate capability of processing P1 (Priority
  1) incidents, requesting assistance as required.

• Create and maintain knowledge documents to support our customers and help colleagues to prevent similar issues or requests (WIKI content, Knowledge Base Articles, Guided Answers).
• Test internal systems to prevent future issues on customer’s systems.
• Contribute to innovation projects aimed at achieving our Vision and Goals and act as a Change Leader in the achievement of those projects.
• Participate in the SAP Community to help with incident deflection by participating in community discussions in customer and partner communities (blog posts, tips and tricks, etc.).
• Drive improvement of Knowledge quality in area of expertise, both internally & externally.
• Work as functional expert in de-escalation and war rooms (engage in critical customer situations – e.g., CIM escalation, account escalation).

• Find learning opportunities in daily tasks by staying curious and open to new experiences that will improve technical and functional knowledge.
• Attend e-Learning Lessons, Remote Learning Sessions, Classroom Training and Coaching.
• Get certified in Classroom Training or e-Learning Lessons as required by product or people leaders.
• Maintain your knowledge of new functionality and compliance changes.
• Carry out new tasks and embrace new projects as requested by leaders in the organization.
• Provide Coaching and Mentoring of new employees or colleagues for specific tasks (e.g. as a KM-Coach).
• Demonstrate willingness to fulfill different roles as required to network effectively with stakeholders in the business.
• Develop deeper technical skills like reading code / debugging / creation of small corrections where applicable.

• Bachelor or Master’s degree in Technology, Computer Science, Business or equivalent work experience in related field preferred. Years of experience may be used in lieu of a degree.
• 5‑8 years of implementing, administering, and troubleshooting enterprise level applications.
• Experience working with software applications with deep experience in Success Factors Employee Central and Employee Central Payroll including mobile.
• Experience with key Success Factors Partner Solutions including BSI Tax Factory, SCP-CPI, Workforce Software, and others like integration with SAP Products like S4 HANA.
• Basic to advanced knowledge in one application/technology area / basic knowledge of at least one other area.
• Basic to advanced understanding of business processes within…