Apply on Employer Site

SAP · 13 hours ago

SAP NS2 Senior Ariba Support Engineer

Herndon, VA, US, 20171

Full-time

Hybrid

Mid, Senior Level

$104K/yr - $176K/yr

5+ years exp

SAP is the global market leader for business software and related services, and they are seeking a Senior Ariba Support Engineer to provide solutions to technical issues impacting customers’ business processes through SAP Ariba applications. The role involves managing support requests, collaborating with global support engineers, and coaching other Support Engineers to enhance product expertise.

AnalyticsBusiness IntelligenceBusiness Process Automation (BPA)ComputerData ManagementFinanceSoftware

Growth Opportunities

No H1B

U.S. Citizen Only

Responsibilities

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

Collaborates 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

Coaches and mentors other Support Engineers to increase their product expertise and productivity

Drives creation of knowledge in component area of expertise and drives proactive proliferation of knowledge by creating Knowledge Base Articles and wiki documents

Qualification

SAP Ariba NetworkSAP Materials ManagementSQL queriesABAPCloud application experienceTechnical SupportCustomer serviceCommunication skillsProblem-solvingTeam collaboration

Required

Bachelor's degree with a technical discipline or a minimum of 5-8 + years of experience in Support, Software Development, IT, or Quality Assurance. Years of experience may be used in lieu of a degree

5-8+ years of working experience with an enterprise cloud application

Knowledge of SAP Ariba Network solution with a deep knowledge of contracts, sourcing and SLP

Knowledge of SAP Materials Management (SAP MM) and ABAP is most preferred

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, HTTP and security, SSO (Single Sign-on) technologies, particularly SAML

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

Exceptional written and oral communication skills; ability to listen and work with customers in real-time. Ability to effectively handle difficult and challenging customer interactions; maintain poise and professionalism on every interaction

Proven ability to manage multiple tasks or projects with changing priorities. Thrives in a fast-paced environment and ability to work cross-culturally

Positive attitude and passion towards Customer support

Perform weekend support and On-call activities as required