SAP NS2 Solution Support Engineer

COMPANY DESCRIPTION SAP is the global market leader for business software and related services, and 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.

Must be a US Citizen; this position requires access to customer data. All internals must have Manager's approval to transfer.

Solution Support Engineers are providing complex technology or functional product and end-2-end solution support to customers. They perform root cause analysis and provide solutions in complex environments for specific fields/areas. They are key contributors to, and owners of, the knowledge management process which provides relevant content to customers through self-service offerings that are designed to increase user adoption and satisfaction, while reducing 1:1 support incidents.

- 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

- Taking ownership for 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 - HCM

- 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.

- Drive improvement of Knowledge quality in area of expertise, both internally & externally.

- 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

- 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(1-2+ years) in related field preferred

- Basic to professional skills with one programming language such as ABAP, JAVA, .NET

- Basic to advanced knowledge of Business Management Basics and of Basic Business Processes

Compensation Range Transparency : SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP's commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role.

The targeted annual combined range for this position is 63200-140600USD . The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process.

Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility

requirements: SAP North America Benefits .

Requisition ID: 457059 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid