June 2016


Unternehmen: SAP
Vertragsart: Unbefristet
Standort: - Deutschland

Requisition ID: 117788
Work Area: Software-Design and Development
Location: Walldorf/St. Leon-Rot
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time

COMPANY DESCRIPTION
SAP's vision is to help the world run better and improve people's lives.
As the cloud company powered by SAP HANA®, SAP is a market leader in enterprise application software, helping companies of all sizes and industries run better. SAP empowers people and organizations to work together more efficiently and use business insight more effectively. SAP applications and services enable our customers to operate profitably, adapt continuously, and grow sustainably.
At SAP, we believe in the power of collaboration and empower our employees to perform at their best in an environment that encourages free and open expression of ideas. You'll work alongside creative thinkers who share your interests, while turning big ideas into reality for our customers. With innovative job training, mentors to help you grow, and the flexibility to balance your work and personal life, you'll be able to get more out of your career. It's no wonder that some of the sharpest minds from around the world are working for a company that is consistently recognized as a global top employer.
Now it's your turn to take the next step and help make the world Run Simple.

PURPOSE AND OBJECTIVES

Global Engineering Triage Manager (resolution) plays a key role in improving overall business performance, and achieving long-term customer satisfaction and retention. The global triage managers (senior-level product and process knowledge teams), deliver guidance to the global cloud support and customer success teams and drive cross-departmental partnerships for enhancing the customer experience.

The GETM is the primary liaison from engineering to cloud support aligned by pillar. The primary focus is to internally coordinate, plan, prioritize and communicate with engineering on customer issues related to product defects, coordinate incident handling improvements with support, monitors escalations with MCC, and works with product management in providing feedback for product roadmaps.

The role encompasses proactive communications and updates within SLA, and standardization of best practices. The GETM drives consistent, scalable and repeatable processes by aiding Customer Success through awareness of supplemental documentation and training, promoting self-service and communication on known issues. The GETM leads or participates in Customer Value Improvement programs through participation in the EKC for customer focus, and through collaborations with MCC, GFM and Nexus.

Within our team, we practice a trust-based working model.


EXPECTATIONS AND TASKS

From a TECHNICAL perspective in this role as Developer you:


* Drive prioritization of engineering defects based on impact to the customers.

* Work alongside GFM/Nexus with Product Management teams in providing feedback on product roadmap planning.

* Drive delivery of consistent and repeatable processes and solutions globally.

* Partner with Support and Documentation teams to develop, update and validate knowledge and training.

Your Daily responsibility is to


* Review open P1-3 issues not responded to within SLA and move them to next point of action

* Review open issues on a dashboard and via frequent meetings with MCC, GFM, Nexus leaders

* Create/monitor dashboards for Dev Managers, Cloud Support, Triage and QA to review on a daily basis for escalations

* Act as main point of contact for all Escalations with MCC, MCS and Escalation managers

* Review if CS has logged any enhancements or tasks and alert them of process

* Close any tickets that are invalid or lack significant response from CS and PS

* Remove escalation status if no escalation business reason is established

Furthermore there are weekly meeting w the Triage Managers, MCC, Nexus, Eng Mgrs to discuss prioritizations and kaizen opportunities. Monthly you Revisit the kaizen ideas and revise list if necessary with EKC and quarterly there will be REM meetings for GoNoGo as well as post release advocacy for hot CS issues. In addition to that you meet w other groups and teams on ad hoc projects such as training program needs, CS needs, gaps in documentation, topic manager kaizen, meetings w others and monitor volume of invalid tickets logged

Your BUSINESS related challenges will be


* Champion the customer experience by advocating for the entire product life cycle.

* Lead or facilitate Customer Experience Improvement sessions with Triage, MCC, GFM and Nexus

* Provide knowledge and educate technical and customer-facing employees consistently, sufficiently and efficiently.

* Be a catalyst for change across the organization to improve customer satisfaction - kaizen!

* Track and report metrics on Engineering defects and identify opportunities for improvement.

* Focus on strong relationship management and effective collaboration with cross-functional teams for better outcomes.

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES


* Strong analytical, organizational and problem-solving aptitude.

* Outstanding leadership and collaborative capabilities, illustrating proficiency in both verbal and written communications.

* Exemplify a high degree of personal integrity and interpersonal skills and abilities.

* Proven willingness to commit the additional time and effort necessary during periods of heavy workload in order to meet project milestones, implementation deadlines, etc.

* Possess a strong working knowledge of the suite of SFSF offerings, with knowledge of set(s) of module groupings and their interdependencies.

* Excellent project and task-management skills and partnership focus.

* Excellent communication, follow-up and documentation skills. Fluent in German and English Language.

* Demonstrated analysis and problem solving expertise.

* Demonstrated success in transferring knowledge to others (coaching & mentoring).

* Effectively interacts with all levels of management within the client and internal organization.

* Enthusiasm, internal leadership, strong work ethic and a positive attitude.

* Demonstrated ability to apply product knowledge to advance customer success and ensure ongoing engagement.


WORK EXPERIENCE

Typically has some years of direct related work experience driving client solutions and maintaining ongoing successful customer engagement, with solid understanding of business processes and SFSF product suite. Bachelor Degree Required. Masters Preferred.

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, sensory 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 contact us at EMEA: +49 6227 7 48599 and careers@sap.com, Americas: hrdirectamericas@sap.com, APJ: hrdirectapj@sap.com. Requests for reasonable accommodation will be considered on a case-by-case basis.
Additional Locations: No SelectionSAP's vision is to help the world run better and improve people's lives.

As the cloud company powered by SAP HANA®, SAP is a market leader in enterprise application software, helping companies of all sizes and industries run better. SAP empowers people and organizations to work together more efficiently and use business insight more effectively. SAP applications and services enable our customers to operate profitably, adapt continuously, and grow sustainably.

At SAP, we believe in the power of collaboration and empower our employees to perform at their best in an environment that encourages free and open expression of ideas. You'll work alongside creative thinkers who share your interests, while turning big ideas into reality for our customers. With innovative job training, mentors to help you grow, and the flexibility to balance your work and personal life, you'll be able to get more out of your career. It's no wonder that some of the sharpest minds from around the world are working for a company that is consistently recognized as a global top employer.

Now it's your turn to take the next step and help make the world Run Simple.


Unternehmen: SAP
Vertragsart: Salaried Employee
Standort: - US

Requisition ID: 116098
Work Area: Customer Service and Support
Expected Travel: 0 - 100%
Career Status: Professional
Employment Type: Regular Full Time

COMPANY DESCRIPTION

As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device - SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

PURPOSE AND OBJECTIVES

The Center of Expertise (CoE), a subdivision of SAP Digital Business Services, has the goal and mission to ensure SAP reinvents itself to become the world's best Cloud company. Our answer to new market realities is MaxAttention - Next Generation (Max NG). With Max NG, SAP sets a clear standard for leading the business transformation based on our platform and Cloud offerings. Max NG establishes SAP as the end-to-end solution provider for building, optimizing, and maintaining innovative software solutions.


EXPECTATIONS AND TASKS

The main task of the CoE is to understand the new business models and translate these models into solutions according to the implementation plans, deployment plans, and timelines. They maximize the use of SAP Best Practices derived from best run businesses in specific industries and geographies and maintained as Model Companies for accelerated deployment. They establish a must-have factory approach for both the BuildSAP and RunSAP projects, creating a control center on the customer side connected to our Deployment Rooms and Development Factory. They enable and drive fast innovation consumption based on industry model solutions and agile implementation methods leveraging the SAP HANA Cloud platform.

You will bring technical or application expert knowledge into the project. In co-operation with CoE Focus TQM, the CoE Engineer answers difficult functional or technical questions and executes concrete tasks. The CoE Engineer takes the full responsibility for the quality of the delivered tasks and is accountable for the success.

As part of a global team, you will be working closely with SAP Development and other SAP Teams to assist our customers in an optimal way and to find appropriate solutions. We perform our analyses either on site at our clients' locations or remotely from the Backoffices. Business travel will be an essential part of this role.

CoE provides you opportunities to work with a variety of SAP products and technologies in all industry segments. Through our SAP Support internal training program and "on-the-job training," you'll get the ideal preparation and knowledge you need for a successful start and integration into our team.

SKILLS &
WORK EXPERIENCE

We are looking for passionate people with functional or technical skills in at least one of the following areas:


* S/4HANA Finance

* S/4HANA Logistics

* Data in Hub

* HANA Modelling

* Upgrade

* IT Planning

* ALM & RSLF

* User Experience

Mandatory skills are:

* Programming experience

* Quick learner with strong analytical skills

* Creative, open-minded and possesses the ability to communicate and convince others based on technical facts

* Max 5 years of SAP Experience

EDUCATION AND QUALIFICATIONS/ SKILLS AND COMPETENCIES
- You have a very good University degree in Information Technology, Mathematics, Chemistry, Engineering or Physics
- You are willing to travel worldwide
- You have strong analytical and logical skills
- You are continuously looking for process optimization and innovation
- Ability to work independently and take ownership of assigned tasks
- You enjoy working in an international team
- Very good English skills are necessary
- You have excellent programming skills in at least one language e.g. ABAP, JAVA, C, C++, SQL
- You have a broad understanding of SAP Solutions and end-to-end business process expertise

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 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 (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: careers@sap.com). Requests for reasonable accommodation will be considered on a case-by-case basis.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.
Additional Locations: No Selection


Unternehmen: SAP
Vertragsart: Unbefristet
Standort: - Deutschland

Requisition ID: 112234
Work Area: Software-Design and Development
Location: Walldorf/St. Leon-Rot
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time

COMPANY DESCRIPTION
As you know, SAP's vision is to help the world run better and improve people's lives.
As THE cloud company powered by SAP HANA®, SAP is a market leader in enterprise application software, helping companies of all sizes and industries Run Simple.
We empower people and organizations to work together more efficiently and use business insight more effectively. SAP applications and services enable our customers to operate profitably, adapt continuously, and grow sustainably.
At SAP, we believe in the power of collaboration and empower our employees to perform at their best in an environment that encourages free and open expression of ideas. Here, you work alongside creative thinkers who share your interests, while turning big ideas into reality for our customers. With innovative job training, mentors to help you grow, and the flexibility to balance your work and personal life, you're able to build your career. It's no wonder that some of the sharpest minds from around the world are working for a company that is consistently recognized as a global top employer.

PURPOSE AND OBJECTIVES

Do you want to shape SAP's future in Cloud Business Software at its heart? Are you enthusiastic about driving the success of our Next Generation Suite in the Cloud? Our first S/4HANA Cloud Editions are out in the market. In order to increase our cloud foot print and to accelerate innovation delivery, we have founded a new department. The S/4HANA Cloud Foundation will be the link between efficient cloud application development and ease of consumption at our customers. We will focus on three main pillars: develop cloud enablement features like extensibility, analytics, and responsibility management - relevant for all application development areas; provide automated services for cloud application management; drive a network for fast internal adoption of the services and features.

Join our growing team at the center of S/4HANA development as Product Owner/Project Expert. You will work with a development team of experienced colleagues and young talents. In your role, you will be responsible for the cloud enablement in one of the focus areas of Cloud Foundation and manage the belonging network with the application areas in order to establish a living topic community and a reliable adoption. The result of your work will be very important for the success of S/4HANA and will be recognized accordingly.


EXPECTATIONS AND TASKS

As a Product Owner/Project Expert for S/4HANA Cloud Foundation, you will

* Understand the S/4HANA Cloud Foundation concepts

* Establish a topic related developer network with the application areas of S/4 HANA

* Collect Information/provide Guidelines for the respective cloud enablement topic

* Incorporate application feedback into the cloud enablement topic

* Condense collected information into a Backlog Plan

* Support the S/4 HANA Cloud Foundation Leader with respect to planning, resource allocation and reporting

EDUCATION AND QUALIFICATIONS/ SKILLS AND COMPETENCIES

* Minimum Bachelor's degree in computer science or related field (university)

* 5 years of experience in development of SAP Business Suite solutions

* Good knowledge of S/4HANA technology stack

* Profound knowledge of development processes, (enterprise relevant) architectural concepts, technologies and frameworks

* Good understanding of Cloud Deployment and Cloud Operations Practices

* Good overview knowledge across multiple application areas

* Innovative thinker with strong focus on quality and customers

* Proven track record in Product Owner of Project Expert positions

* Team player and open communicator, "can-do" attitude

* Relationship & Trust Building capabilities required

* Experience in Cloud development is an advantage


WORK EXPERIENCE

We are looking for a candidate with 5 years of experience in development with focus on Project Management.

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, sensory 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 contact us at EMEA: +49 6227 7 48599 and careers@sap.com, Americas: hrdirectamericas@sap.com, APJ: hrdirectapj@sap.com. Requests for reasonable accommodation will be considered on a case-by-case basis.
Additional Locations: No Selection0

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