SAP NS2 Principal Ariba Support Engineer at SAP

We help the world run betterAt SAP we keep it simple: you bring your best to us and well bring out the best in you. Were builders touching over 20 industries and 80% of global commerce and we need your unique talents to help shape whats next. The work is challenging but it matters. Youll find a place where you can be yourself prioritize your wellbeing and truly belong. Whats in it for you Constant learning skill growth great benefits and a team that wants you to grow and succeed.Principal Ariba Support Engineer COMPANY DESCRIPTIONSAP is the global market leader for business software and related services. SAP National Security Services Inc. (SAP NS2) is an independent U.S. subsidiary offering SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers.This position requires access to customer data. Must be a U.S. citizen; SAP NS2 does not offer Visa sponsorships for this role. All internals must have managers approval to transfer.Key TasksOwns 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.Additional TasksCoaches 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.Required Experience: Bachelors degree with with a technical discipline or a minimum of 10 years of experience in Support Software Development IT or Quality Assurance. Years of experience may be used in lieu of a degree10 years of working experience with an enterprise cloud applicationKnowledge of SAP Ariba Network solution with a deep knowledge of contracts sourcing and SLPKnowledge of SAP Materials Management (SAP MM) and ABAP is most preferredExperience with one or more of the following:Writing SQL queriesAnalyzing logs based on error codesReading Java and object-oriented programmingReading JSON (JavaScript Object Notation)XML including SOAP and HTMLFiddler and/or Soap UI applicationsTroubleshooting and debugging common web-browsersHTTP and securitySSO (Single Sign-on) technologies particularly SAMLKnowledge 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 chainExceptional 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 interactionProven ability to manage multiple tasks or projects with changing priorities. Thrives in a fast-paced environment and ability to work cross-culturallyPositive attitude and passion towards Customer supportPerform weekend support and On-call activities as requiredPreferred Experience: Experiencein a previous technical support or customer service roleExperience working with SAP Business Network solutions.Experience working with Cloud Integration Gateway or SAP PI (Process Integration)Note: This job description is meant to be a guideline. It is not exhaustive and we expect the selected candidate to show flexibility and eagerness to undertake varied tasks and projects.Bring out your bestSAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software SAP has evolved to become a market leader in end-to-end business application software and related services for database analytics intelligent technologies and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide we are purpose-driven and future-focused with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries people or platforms we help ensure every challenge gets the solution it deserves. At SAP you can bring out your best.We win with inclusionSAPs culture of inclusion focus on health and well-being and flexible working models help ensure that everyone regardless of background feels included and can run at their best. At SAP we believe we are made stronger by the unique capabilities and qualities that each person brings to our company and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.SAP is committed to the values of Equal Employment Opportunity and provides accessibility 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: 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. Specific conditions may apply for roles in Vocational Training.Qualified applicants will receive consideration for employment without regard to their age race religion national origin ethnicity age gender (including pregnancy childbirth et al) sexual orientation gender identity or expression protected veteran status or disability.Compensation Range Transparency: SAPbelieves the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAPs 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 153300 - 260600(USD) actual amount to be offered to the successful candidatewill be within that range dependent upon the key aspects of each case which may include education skillsexperience scope ofthe role location etc. as determinedthrough theselection 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.AI Usage in the Recruitment ProcessFor information on the responsible use of AI in our recruitment process please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process. Please note that any violation of these guidelines may result in disqualification from the hiring process.Requisition ID: 442293 Work Area: Consulting and Professional Services Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-HybridRequired Experience:Staff IC Key Skills Design,Academics,AutoCAD 3D,Cafe,Fabrication,Java Experience: years Vacancy: 1