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SAP · 2 weeks ago

SAP NS2 Technical Quality Manager / Support Engineer (MaxSecure)

Herndon, VA

Full-time

Hybrid

Entry, Mid Level

$73K/yr - $124K/yr

1+ years exp

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. This role involves managing customer relationships and overseeing Premium Engagements delivery execution, contributing to revenue and growth initiatives while advising customers on SAP-centric solutions.

AnalyticsBusiness IntelligenceBusiness Process Automation (BPA)ComputerData ManagementFinanceSoftware

Growth Opportunities

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Act as a trusted advisor in safeguarding and optimizing the adoption and consumption of digital innovation of SAP-centric solutions at Customer

Management of customer relationships and PE engagement(s) on assigned account(s) within Federal, Department of Defense, State, Local, Education, Healthcare (SLED) public, and/or private sector customers who engage in MaxSecure or associated contracts from NS2 (SPSLE/SES)

Gathers insights about the customer’s business and roadmap with SAP as a basis for a successful engagement delivery

Advise the Customer on solution operations to support business continuity

Leads Premium Engagement Steering Meeting to align and report SAP’s involvement and activities at the customer

Maintains and updates an accurate view of PE Time Actuals/Revenue forecasting (TQM, Expert Service Days and/or Expert On-Demand Days) on a weekly basis in NS2 financials (ECC)

Identifies opportunities for developing the Premium Engagement

Manages the PE Customer engagement service plan and works with Customer and SAP Center of Expertise (CoE) to plan, schedule, and deliver on committed days/services

Participates and contributes to SAP Virtual Account Team (VAT) meetings to stay informed of Customer environment, opportunities, and issues/challenges

Takes a proactive approach to managing PE engagement plan and services at Customer, and is the primary Point of Contact for managing Customer escalations; during and outside of normal business hours, as required

Works with NS2 Secure Support and the PE Backoffice, including Mission Control Center (MCC) to resolve customer tickets and/or other related incidents identified on the engagement

Prepares and submits weekly status PE status reports to Customer and NS2 PE Shared Mailbox

Drives Engagement Planning to ensure SAP’s involvement in relevant areas and initiatives at the customer

Manages stakeholders on a continuous basis to establish a long-term, trusted customer relationship

Identifies risks to avoid harm to customer’s business

Directly advises the customer to provide guidance and to be regarded as trusted advisor

Ensure quality of outcome reporting to demonstrate the value of the engagement to the customer

Must be able to travel up to 80% or as needed per the customer

Qualification

SAP engineeringCustomer relationship managementBusiness software implementationSAP AGS certificationsERP software implementationCloud ArchitectureBuilding trusted relationshipsUnderstanding business modelMeasuring business valuesVerbal communicationWritten communication

Required

Must be a U.S. citizen; SAP NS2 does not offer Visa sponsorships for this role

Must be able to obtain and maintain a security clearance

This position requires up to 80% travel

Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent work experience

Requires 1-3+ years of work experience in business software implementation consulting and/or support

Requires 1+ years of work experience with an understanding of SAP engineering, maintenance, or maintenance related services

Demonstrated customer facing communication and presentation skills experience

Understanding of ERP software implementation concepts

Awareness of the SAP Maintenance Portfolio, its value and delivery, including SAP Enterprise Support, SAP Standard Support, SAP Product Support for Large Enterprises, SAP MaxAttention, and SAP ActiveEmbedded

Strong Verbal and Written Communication

Ability to Build trusted relationships with key Customer stakeholders

Ability to understand customer's business model

Ability to measure and communicate business values

Must be able to travel up to 80% or as needed per the customer