Senior Support Engineer Job

Job Description

Requisition ID: 270745
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Original Posting Date: November 20, 2020

COMPANY DESCRIPTION

SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.

Location: Pittsburgh, PA

Purpose and Objective:
Ariba, Inc seeks a Senior Support Engineer at our Pittsburgh, PA location to work on the SAP Ariba Supply Chain Collaboration, SAP Ariba Product Sourcing and SAP CIG.

Expectations and Tasks:
Own and manage concurrent SRs in a ticketing system. Provide solutions to technical issues impacting customers’ business processes and their ability to conduct commerce through SAP Ariba applications. Adhere to KPIs, especially responsiveness SLAs and productivity goals. Report errors and code defects to development organizations; collaborates to prioritize fixes and validate solutions. Maintain broad knowledge of product area and deep component expertise. Participate in de-escalation plans and situation war rooms to resolve critical product issues impacting customer business operations. Collaborate with global support engineers across the product area to drive positive customer outcomes. Provide ongoing and timely communication via phone and email to customers regarding the status of their requests. Provide on-call support during evenings and weekends as required by a rotational schedule. Coach and mentor other Support Engineers to increase their product expertise and productivity. Drive creation of knowledge in component area of expertise and drives proactive proliferation of knowledge by creating Knowledge Base Articles and wiki documents. Maintain and follow personal development plan by leveraging formal training and knowledge plans. 10% travel required.

Education and Qualifications/Skills and Competencies:

Bachelor's degree in Computer Science, Information Systems, Electronics and Communications Engineering, or a related field of study and 5 years of experience required. The company will also accept a Master's degree and 3 years of experience.

Work Experience:
• Experience must involve 3 years in the following: Build, Run, Use SQL queries for data extraction; Debug code with Opengrok and analyze logs with Splunk for Ariba Operational Procurement and Ariba Network issues; Ariba Cloud Integration Gateway Solution; Develop and execute Ariba Query Language (AQL) to request or update Production data; SOAP, Postman for sending request/ getting response from APIs; Working with XML Formats like cXML for Ariba Network transactions; Integrate Quadrem applications with Ariba Spend Management Suite; Life cycle of SSH (Secure Shell) keys and SSL (Secure Sockets Layer) certificates and TLS (Transport Layer Security) upgrade; Troubleshoot and resolve issues related to Quadrem tools viz. SupplyCentre, SourceCentre and Portal Manger/ES Portal, Simple Invoice and Order Processing (SIOP), Supply Network Manager (SNM), eInvoicing and eArchiving. Experience must also include developing and executing JavaScripts; MySQL/SQL Developer tool for handling data from database; Ariba Integration Toolkit; Troubleshoot and resolve issues related to Ariba Buyer 8.2.2 and 9r1, Ariba Contracts. 10% travel required.
Travel: 10% travel required.

Internal use only: reference code lhrs4262
EX:OUT

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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: [email protected] or [email protected] , APJ: [email protected] , EMEA: C [email protected] ). Requests for reasonable accommodation will be considered on a case-by-case basis. Successful candidates might be required to undergo a background verification with an external vendor.

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.

Successful candidates might be required to undergo a background verification with an external vendor.
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