Associate Solution Support Engineer, SuccessFactors

Associate Solution Support Engineer, SuccessFactors at SAP

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

About the Role

We are looking for enthusiastic, intelligent, adaptable, and motivated applicants to work in our Galway Office. Our Support Engineers work on SuccessFactors leading solutions such as Business Execution (BizX) suite, Employee Central (EC), and Learning Management System (LMS). As an Associate Solution Support Engineer, SuccessFactors, you will assist our customers by troubleshooting issues and providing solutions for reported incidents. A successful candidate will have evidenced strong customer service skills, a technical mindset and an ability to deliver in a fast-paced environment. The role will require flexibility to adapt to tasks, processes, and requirements which reflect the global nature of the product support organization.

Key Responsibilities

• Analyzing incidents, researching resolutions, and providing robust solutions that are easily understood by our customers.
• Troubleshooting complex problems and providing the best available solution or workaround within the agreed service levels.
• Collaborating with fellow support colleagues both locally and globally and other internal organizations to provide superior customer service and reduce customer effort.
• Documenting solutions to known issues and consulting questions.
• Developing technical solutions to be posted to both internal and external knowledge bases.
• Liaising with Engineering, Product Management & Operations organizations to resolve bugs and missing product functionality for future releases.
• Documenting issues in a CRM system and defects in our engineering tracking system.

At SAP, we are known for offering employees the tools and support to develop in their career. Each employee will have a development plan that involves a mixture of on-the-job learning and knowledge-based training that will enable you to be successful in this role.

Education, Core Skills, and Competencies

• Bachelor’s Degree in Computer Science, Information Technology, Business Information Systems, or a business-related field.
• Fluency in English to a business standard.
• Familiarity with general IT concepts.
• Solid understanding of Internet technologies.
• Familiarity with general business terms and processes.
• Strong team player and comfortable working on own initiative.
• Strong time management and multi-tasking capabilities.

Preferred Skills (Not Required)

• Familiarity with HTTP/HTTPS protocols, as well as XML, RDBMS database concepts, operating system, and networking concepts.
• Awareness of security protocols.
• Knowledge of File Transfer protocols.
• Experience with HRIS systems.
• Previous experience with Knowledge Management strategies.
• Knowledge of any one object-oriented programming language (Java, C++, ABAP/4, etc.).

About SAP

SAP 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.

SAP’s 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. 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.

Key skills/competency

• Customer Service
• Troubleshooting
• SuccessFactors
• Employee Central
• LMS
• IT Concepts
• Internet Technologies
• CRM
• RDBMS
• XML