SAP
Senior Services Engagement Engineer
SAP America, Inc. seeks a Senior Services Engagement Engineer at our Newtown Square, PA location to establish and manage long-term customer engagements related to adoption, consumption, and operation of digital innovation in SAP centric solutions. Manages relevant activities to pro-actively support customer success or to resolve critical situations as required. Understand the customer's business, organization, and how that organizational structure may affect the customer's success with SAP. Support analysis of current customer situation, maturity of SAP solution operations, and IT service delivery Engagement Setup. Understand engagement roadmap, innovation roadmap, focus areas, and high-level delivery plan. Understand engagement performance expectations and adhere to delivery standards and KPIs Engagement Development. Support customer retention and contract renewals. Align, schedule, trigger, and follow-up on customer feedback (Qualtrics surveys). Identify and assess potential issues and risks related to SAP solutions and associated business processes. Create an action plan for root-cause analysis and resolution of the customer's issues and top issues. Escalate critical situations with SAP and customer management when required. Manage execution of the engagement plan by aligning, scheduling, scoping, ordering, and support of services the customer is entitled to. Prepare subject matter experts with customer specific information. Document and report engagement status. Promote most relevant SAP Processes and Tools and provide feedback to processes and highlight improvement potential for SAP engagements. Bachelor's degree or foreign equivalent in Computer Science, Information Systems, Engineering, Business Administration, Mathematics, or a related field of study and six (6) years of progressive post-baccalaureate experience in the job offered or related occupation. Alternatively, a Master's degree or foreign equivalent in Computer Science, Information Systems, Engineering, Business Administration, Mathematics, or a related field of study and four (4) years of experience in the job offered or related occupation. Experience must involve four (4) years in the following: SAP Enterprise Support Services Continuous Quality Checks SAP Enterprise Resource Planning Archive, avoidance, summarization, and deletion strategies using SAP Data Volume Management SAP Performance Optimization Assessment and strategy using SAP Technical Issue Support SAP S/4HANA for customer core SAP operation support SAP Operation Optimization Engagement leadership for large and complex projects De-escalation management Position requires up to 50% domestic or international travel to various and unanticipated client sites.
SAP America, Inc. seeks a Senior Services Engagement Engineer at our Newtown Square, PA location to establish and manage long-term customer engagements related to adoption, consumption, and operation of digital innovation in SAP centric solutions. Manages relevant activities to pro-actively support customer success or to resolve critical situations as required. Understand the customer's business, organization, and how that organizational structure may affect the customer's success with SAP. Support analysis of current customer situation, maturity of SAP solution operations, and IT service delivery Engagement Setup. Understand engagement roadmap, innovation roadmap, focus areas, and high-level delivery plan. Understand engagement performance expectations and adhere to delivery standards and KPIs Engagement Development. Support customer retention and contract renewals. Align, schedule, trigger, and follow-up on customer feedback (Qualtrics surveys). Identify and assess potential issues and risks related to SAP solutions and associated business processes. Create an action plan for root-cause analysis and resolution of the customer's issues and top issues. Escalate critical situations with SAP and customer management when required. Manage execution of the engagement plan by aligning, scheduling, scoping, ordering, and support of services the customer is entitled to. Prepare subject matter experts with customer specific information. Document and report engagement status. Promote most relevant SAP Processes and Tools and provide feedback to processes and highlight improvement potential for SAP engagements. Bachelor's degree or foreign equivalent in Computer Science, Information Systems, Engineering, Business Administration, Mathematics, or a related field of study and six (6) years of progressive post-baccalaureate experience in the job offered or related occupation. Alternatively, a Master's degree or foreign equivalent in Computer Science, Information Systems, Engineering, Business Administration, Mathematics, or a related field of study and four (4) years of experience in the job offered or related occupation. Experience must involve four (4) years in the following: SAP Enterprise Support Services Continuous Quality Checks SAP Enterprise Resource Planning Archive, avoidance, summarization, and deletion strategies using SAP Data Volume Management SAP Performance Optimization Assessment and strategy using SAP Technical Issue Support SAP S/4HANA for customer core SAP operation support SAP Operation Optimization Engagement leadership for large and complex projects De-escalation management Position requires up to 50% domestic or international travel to various and unanticipated client sites.