SAP Hiring for Support Associate

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#SAP Hiring for Support Associate

Key Responsibilities:

1) Incident Solving

2) Additional Tasks

3) SWI

4) Processes

Key Tasks:

1)  Incident Solving

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
Achieve a good level of customer satisfaction
Attend e-Learning Lessons, Remote Learning Sessions, Classroom Training and Coaching
Share and document knowledge through creation of WIKI entries and Knowledge Base articles

2) Additional Tasks

Participate in weekend support/ 24x7 support activities
Report errors to development organizations
Participate in  Knowledge Management (WIKI content, Knowledge Base Articles)

3) Support Without Incidents

Contribute ideas to help towards the PS  vision of support without incidents
Volunteer to participate in projects aimed at achieving the PS vision of support without incidents
Carry out new tasks as requested by STM, GFM and GSC head to help achieve the PS vision of support without incidents, e.g. participate in Real-time support (chat) in cooperation with an experienced support engineer.

4) Processes

Get certified in Classroom Training or e-Learning Lessons regarding incident processes documented in WIPS

Work Experience

Basic understanding of one programming language
Basic understanding of core business processes

English: Fluent, 1 other major European Language  is desirable

Education

Bachelor or Master Degree in Natural Science, Technology, Business or equivalent work experience in related field preferred.

Professional Training & Certification

Processes in Incident Solving (to become proficient in WIPS during the first couple of months)

For examples of introductory classes, see training path per product specific role, e.g.:

TASU11
TASU15

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