Services Engagement Expert

Requisition ID: 381953
Work Area: Customer Service and Support
Expected Travel: 0 - 40%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T4PF
Additional Locations:
 

Original Posting Date: October 6, 2023

Location: Naperville, IL 

Purpose and Objective:  
SAP America, Inc. seeks a Services Engagement Expert at our Naperville, IL location to establish and manage a long-term engagement between the customer and SAP related to operation and the adoption of digital innovation in SAP centric solutions.

Expectations and Tasks: 
Provide advice and drive the delivery of relevant premium engagement services to pro-actively prevent or to resolve critical situations even in complex environments. Play part of front-office teams in an advisory role. Understand the customer's business, organization and how that organizational structure may affect the customer's success with SAP. Analyze current customer situation, maturity of SAP solution operations, and IT service delivery. Understand the strategic direction of the customer and the industry sector the customer is operating. Align and refine the scope of the engagement with the customer. Facilitate executive meetings, provide an overview of the engagement contribution to demonstrate the value delivered. Manage engagement performance regarding delivery standards and KPIs Engagement Development. Align, schedule, trigger, and follow-up on customer feedback (e.g. Qualtrics surveys) Engagement Management & Planning. Create an action plan for root-cause analysis and resolution of the customer’s issues and top issues. Escalate and manage critical situations with SAP and customer top management when required.  Manage execution of the engagement plan by aligning, scheduling, scoping, ordering and support of services the customer is entitled to provide feedback to processes and highlight improvement potential for SAP engagements

Education and Qualifications/Skills and Competencies: 
Bachelor's degree or foreign equivalent in Computer Science, Engineering, Mathematics or a related field and 7 years of progressive post-baccalaureate experience in the job offered or a related occupation. The company will also accept a Master’s degree or foreign equivalent in Computer Science, Engineering, Mathematics or a related field and 5 years of experience in the job offered or related occupation.

Work Experience: 
Experience must involve 5 years in the following:
•     SAP Solution Manager and SAP Cloud ALM service delivery scenarios;
•    Design, test, and implement ABAP Security roles and profiles concept;
•    ABAP Workload Analysis;
•    SAP BASIS, HANA Database, and SAP S/4HANA;
•    ACTIVATE and Cloud Delivery Methodology;
•    SAP Focused Build and SAP Focused Insight; and
•    Unix/Linux based environments.

Position requires up to 40% domestic travel to various and unanticipated customer sites.

Telecommuting permitted.

This position is eligible for the Employee Referral Program subject to the eligibility criteria outlined in the SAP Internal Employee Referral Policy.

Internal use only: reference code lhrs4262

SAP:SAIL

Compensation Range Transparency: The annual base salary range for this position is $120,328 to $198,560. 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 combined range for this position is $146,000 to $248,200. 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: SAP North America Benefits.

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 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: Careers@sap.com

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