SAP Enterprise Support Advisor (Melbourne) Job

Job description

Requisition ID: 160503
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T2
Recruiter Name: Rodney Supanovich

Enterprise Support Advisor

·  Are you inspired by excellence?
·  Do you demand the best from your career?
·  Are you ready for a challenge to work with customers across all software deployment modes?
·  Are you looking to work for a Global Market Leader?

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.

Key responsibilities

The SAP Enterprise Support works with our customers via remote engagement and aims to enable our customers to understand the various SAP Enterprise Support offerings and support in the utilisation of these during all operation, continuous improvement or project phases.

The purpose of the SAP Enterprise Support team is to understand how our customers are using the SAP Application what challenges they face be it from a technical, business or technological side and help to guide and assist our customer.

As SAP Enterprise Support Advisors we strive to become the trusted advisors for our customers.

The SAP Enterprise Support Advisor (ESA) team also acts as an additional escalation channel for business-critical issues when the standard escalation channels have not lead to the required result.

You will act as the main contact for all Enterprise Support related questions, inquiries and complaints coming from the customer.
It is the ESA's responsibility to work with the customer team to get an insight in the customer's landscape and project plans and develop an Enterprise Support service plan and work with related teams to deliver these services and follow up with the customer on the outcome of these.

To support the customers environment be it on premise, in the cloud or a hybrid environment SAP Enterprise Support provides also a centralized tool – SAP Solution Manager – to monitor and manage the systems both from a technical and business process view. It is the ESA's responsibility to understand the tool and develop an implementation and adoption roadmap with the customers.

The ESA is also an initial contact point to share innovations and new products with the customer and help the customer to get an initial understanding of these. Customer who want deeper insight will then be connected to the relevant teams.
It is the aim of the ESA to become a trusted advisor for the assigned customers across their whole landscape.

Qualifications and experience

·  Tertiary Qualifications
·  Excellent communication skills verbal and written
·  English native speaker or proficient in professional English
·  Customer oriented and able to manage multiple stakeholders at customer and SAP internal
·  Good Analytical skills for risk assessment and troubleshooting
·  Able to manage potential conflicting priorities
·  Team player but also able to work as an individual
·  Self-driven learner
·  Able to influence without authority
·  Able to present complex information in a concise manner to different types of audience – e.g. technical or business teams versus C-level management
·  Able to work in an environment that requires managing multiple deliverables and conflicting priorities
·  Good understanding of Business Processes in mid to large companies
·  Base understanding of IT project management and ITIL processes
·  Matches our SAP Values; especially ‘To build bridges and not silos' and ‘Stay curious' as well as to ‘Keep the promise', ‘Tell it like it is' and ‘Embrace differences'
·  Knowledge/Experience around Cloud SaaS and private Cloud management is an advantage
·  Knowledge/Experience in regards to HANA as a DB and application is an advantage
·  Knowledge/Experience around IoT and related topics is an advantage
·  SAP experience is an advantage

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities.

SAP has been recognised by the Workplace Gender Equality Agency (WGEA) as an Employer of Choice for Gender Equality.

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.

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