COMPANY DESCRIPTION

As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

Description Summary:

The BSA has operational support management duties for the client(s) they are assigned.  They are the primary owner of the client relationship encompassing all facets of support management.  The BSA will ensure the teams within the application support organization are properly managing clients’ incidents with appropriate levels of priority.  BSA’s do not own cases directly but are held responsible for ensuring clients’ incidents and any escalations are managed appropriately.  In order to deliver on the high service levels the BSA will be expected to become the subject matter expert (SME) for each assigned client, act as a contact for internal support teams for their managed clients, demonstrate the ability to own and lead resolution initiatives, lead meetings with clients for application support related topics, manage escalation calls, and foster relationships both with client contacts and internal contacts across different departments.

Responsibilities:

• Act as the primary client contact for their assigned client(s) for issue escalations, support reviews etc.
• Become the SME for the clients they are assigned which includes but not limited to expertise in the client company’s configuration, custom solutions, integrations, processes etc.
• Serve as a support advocate for clients by providing clear & timely communications, influence/lead proper incident management and utilize excellent judgment skills to properly prioritize and manage issues to resolution.
• Must utilize high level elicitation skills to gather pertinent information to provide customer expected solutions to incidents.
• Lead client reviews in relation to support and participate in client meetings as requested by client and/or internal teams relevant to support.
• Act as the primary client SME point of contact for internal team members.
• Create and deliver scheduled trainings on topics specific to their client configurations, custom processes, integration etc. to the existing support teams to elevate the level of knowledge and support within the Application Support organization.
• Achieve and maintain high performance goals and drive superior support and service.
• Partner with internal teams i.e. Account Services and Operations to ensure support and service experience meets/exceeds clients’ expectations, and communicate key operational and service impacts that ensure the health and wellness of the client support portfolio.
• Serve as an active participant in all Business Support and Application Support goals and initiatives.
• Actively engaged that support standards, policies and procedures are delivered to minimize operational risk.
• Foster a healthy balance by finding a win-win between client experience and operational risk.

Qualifications

Basic Qualifications:

• Bachelor degree or equivalent work experience engaged with clients providing services and/or support at the application support, account management or project level.
• Experience with developing and delivering presentations to both internal teams and clients of various levels.
• Ability to own the client engagement through creation of an improvement plan, issue resolution and delivering on goals with little to no supervision.
• Advanced ability to quickly identify issues and communicate a plan of action to both internal teams and clients.
• High level of working knowledge for all facets of the Fieldglass application.
• Ability to communicate issues/solutions to technical level of the target audience internally and client facing.
• Have natural ability to lead a group of people to ensure a client’s issue is addressed timely.
• Ability to think critically and make positive contributions to the overall success and structure of the team itself

Preferred Qualifications:

• Bachelor degree and 2 plus years of relevant experience in direct client engagement leading strategic and tactical initiatives.
• Advanced technical knowledge of the Fieldglass application and relevant technical functions i.e. integrations, networks, SQL etc.

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 interested in applying for employment with SAP and 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 (Americas: [email protected] or [email protected], APJ: [email protected], EMEA: [email protected]). Requests for reasonable accommodation will be considered on a case-by-case basis.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.