IT Business Services Consultant - Cloud Customer Engagement Job

Job description

Requisition ID: 106609
Work Area: Consulting and Professional Services
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time

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.

JOBTITLE
Customer Advisory Office, Customer Interaction Center – Customer Success Advocate

ABOUT SAP
As market leader in enterprise application software, SAP helps companies of all sizes and industries run better. From back office to boardroom, warehouse to storefront, 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.

PURPOSE AND OBJECTIVES
The IOT & Customer Innovation – Cloud Customer Engagement Cloud Interaction Center (CIC) - Customer Success Advocate is responsible for providing world-class business support to our stable-state cloud service customers via a pre-defined set of tasks and deliverables (as noted below). The CIC Customer Advocate is a vital member of the E2E CE support model ensuring contract renewals and higher adoption rates via high customer satisfaction & delight throughout the Customer Lifecycle. This role would be part of an existing international customer-focused team with counterparts in the EMEA/MEE, AME and APJ regions, reporting to the Global Head of Customer Engagement.

EXPECTATIONS AND TASKS

Key customer point of contact once stable-state criteria have been met and the customer has been successfully transitioned by the Customer Engagement Success Manager (CESM).
Key counterpart to Customer Engagement Success Manager who transitions the stable-state customer to the Cloud Success Service Associate.
Maintenance of the customer's IT calendar: Plan outages, request Cloud Project Lead (CPL)/Technical Landscape Owner (TLO) to enter events in OMP (= Solution Manager tool)
Manage the Customer's Lifecycle Checklist: Manage daily customer status and actions (from weekly meetings), sync calls with CPL/Cloud Technical Consultant (CTC)/TLO for daily prioritization of tasks
Maintain Top Issues in Delivery Engagement Desk tool (DED): Ensure comments, rating, checkbox are up to date in ‘Top Issues' (DED = Delivery Engagement Desk = SAP Business ONE tool)
Customer Data Validation: Validate with TLO after any planned downtime events, that SISM is properly updated (set to live status) (SISM = SAP In house System Manager)
Productive Early Watch Alert (EWA) reports: Check OMP for Red EWA reports for your landscape, discuss high-level actions – first with TLO, then with the customer
Problem Records / Root Cause Analysis (RCA): Send RCA incident reports for outages and review with customer
Status Reports: Generate status reports for Management on a regular basis (and on ad-hoc base if needed)

Other Reporting:
IO reporting to ensure accuracy of all entries
Information for Daily work (Backup info, Infrastructure, Systems, Patching, Monitoring status)
SISM: Check entries for customer systems
Customer Change Request Handling
Problem Management
Incident Management

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

Required skills
We place high value on relevant personal qualities: resourcefulness, tenacity, high energy, and self-confidence
General knowledge of Cloud models
Accustomed to working in an international / global virtual matrix organization
Well-developed analytical and structuring skills
Equivalents in Business Administration (Trainee), Computer Science, Technical Engineering, Economics or related field

WORK EXPERIENCE

3– 6 years professional experience in the same/similar industry.
General knowledge of Cloud models
Accustomed to working in an international / global virtual matrix organization
Well-developed analytical and structuring skills
English verbally and written
Customer focus / Networking / Relationship Building
Results-driven / Self-organized
Infrastructure know-how and technical understanding
High-level understanding Cloud business and SAP Cloud models / solutions / operation processes
Technical and application understanding for different cloud solutions (HEC & S/4 HANA)
High level understanding of escalation handling and procedures

LOCATION
Bangalore, Whitefield

EXPECTED TRAVEL
0-10%

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'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: ************@*******.** or ************@*******.** , APJ: ************@*******.** , EMEA: ************@*******.** ). Requests for reasonable accommodation will be considered on a case-by-case basis.

Additional Locations: No Selection

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