SAP NS2 Solution Support Engineer (Ariba Downstream)

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed. 

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 U.S. Person; NS2 does not offer Visa sponsorship for this role. All internals must have manager’s approval to transfer

JOB SUMMARY

SAP NS2 Secure Cloud Support organization is seeking an experienced Solution Support Engineer for the SAP Ariba Downstream Products (B&I, Catalogs, Guided Buying). The primary responsibilities of this role are core customer support, innovation and proactive activities and participation in a continuous learning culture. Individuals in the Support Engineer profile are the foundation of the Product Secure Support organization. These individuals are gaining deeper technical knowledge in their Product Family and expanding their knowledge to include other Product Families. They help customers resolve more complex issues and do so in a way that consistently delivers a high level of satisfaction.

KEY RESPONSIBILITIES:

1. Deliver Core Customer Support
2. Proactive Support and Innovation Activities 
3. Embrace Continuous Learning Culture

Core Customer Support

• 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
• 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
• Demonstrate capability of processing P1 (Priority 1) incidents, requesting assistance as required

Proactive Support and Innovation

• 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)

Continuous Learning Culture

• 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

EXPEREINCE 

• Owns and manages concurrent SRs in a ticketing system
• Provides solutions to technical issues impacting customers’ business processes and their ability to conduct commerce through SAP Ariba applications
• Adheres to KPIs, especially responsiveness SLAs and productivity goals
• Reports errors and code defects to development organizations; collaborates to prioritize fixes and confirm solutions
• Maintains personal broad knowledge of product area and deep component expertise
• Participates 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
• Provides ongoing and timely communication via phone and email to customers regarding the status of their requests
• Provides on-call support during evenings and weekends as required by a rotational schedule
• Knowledge of SAP Materials Management (SAP MM) and ABAP is most preferred
• Knowledge of SAP Ariba Network solution with a deep knowledge of buying, invoicing and associated interfaces
• Knowledge of business processes and transactions such as purchase orders, invoices, catalogs and punch-out catalogs, reconciliation (orders, receipts and invoices), vendor management, contracts, sourcing (requests for quotes/price, auctions) and supply chain
• Experience with one or more of the following:
  • Writing SQL queries
  • Analyzing logs based on error codes
  • Reading Java and object-oriented programming
  • Reading JSON (JavaScript Object Notation)
  • XML, including SOAP and HTML
  • Fiddler and/or Soap UI applications
  • Troubleshooting and debugging common web-browsers
  • and security
  • SSO (Single Sign-on) technologies, particularly SAML

PREFERRED

• Experience in previous technical support or customer service role
• Experience working with SAP Ariba Downstream Applications (B&I, GB)
• Experience working with Cloud Integration Gateway or SAP PI (Process Integration)

Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.  

We win with inclusion
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility 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: View email address on jobs.sap.com.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program , according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

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 91900-199000USD . 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:

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our .

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 459981  | Work Area: Consulting and Professional Services  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations:  #LI-Hybrid