Support Engineer / Senior Support Engineer (SAP SuccessFactors)

Job Description

Detailed Roles & Responsibilities:

  • Engage with customer on phone to assess the business impact of an issue.
  • Analyze configurations, application and system log files to determine the cause of issue.
  • Work closely with peers globally to ensure issue resolution in line with SLAs.
  • Maintain accountability for an issue until the same is resolved.
  • Provide quick solution for already known & documented issues.
  • Logically work through problems to determine their cause and how they can be resolved.
  • Report errors/bugs to Development.
  • Provide consulting for customers on procedural issues and queries.
  • Share knowledge & best practices with the team.
  • Delivery of valuable content for Product Support Knowledge Base.
  • Contribute to Technical Knowledge Database.
  • Give an accurate daily handover of all business-critical occurrences to peers in other locations across the globe.
  • Participate in weekend support coverage as per roster planned globally.
  • Continually develop expertise on new releases and product as demanded by business environment.

 

 

More experienced colleagues get an opportunity to play a bigger role in success of SAP Cloud Support by participating in one or more of the following:

  • Be a part of the top-notch experts and deliver towards End-to-End Troubleshooting.
  • Handle escalated customer messages.
  • De-escalate customer messages independently.
  • Take on role of technical expert who passes on knowledge via coaching and workshops.
  • Lead the team locally or globally for one or more topics.

 

Benefits

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Job Requirements

Academic Qualifications

 

  • Engineering degree or,
  • Masters in Science (Physics & Mathematics) or,
  • Bachelor’s degree in any discipline complemented by equivalent work experience

 

Work Experience

 

  • Total experience at least 4 years out of which,
  • 2+ years of directly-related work experience in supporting or implementing SuccessFactors Solutions or equivalent products in HRIS & Learning do
  • Working knowledge of XML, Java, J2EE, HTML.
  • Very good understanding of RDBMS database concepts, SQL.
  • Familiarity with operating system, networking concepts.
  • Having worked in Implementation, Consulting, Support or Key-User roles in any business application will be an asset.
  • Good understanding of standard business processes & scenarios.
  • Working knowledge of Unix/Windows, Web application servers.
  • Strong customer focus.
  • High attention to detail in identifying root-cause.
  • Ability to understand customer’s business process and able to use that knowledge to anticipate best mode of resolution.
  • Strong analytical & logical skills.
  • Strong problem resolution, analysis and documentation skills.
  • Strong team player; enjoys working with international teams.
  • Outstanding ability to manage & prioritize own workload/tasks.
  • Excellent communication, collaboration skills.
  • Ability to work with high sense of urgency and willingness to commit the additional time and effort on high impact issues.
  • Experience with online communications.
  • Excellent English communication – writing and speaking skills.
  • Familiarity with standard PC packages
  • Working knowledge of CRM and Service Management ticketing systems

 

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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.
Information
  • Company Phone +61 3 9862 7100
  • Address Line 1 Level 15, 484 St Kilda Rd. Melbourne VIC 3004. Australia
  • City Melbourne
  • State Victoria
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