COMPANY DESCRIPTION

SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.

What We Do:

SAP Fieldglass provides the industry’s leading cloud technology for services procurement and external workforce management. More than 400 global businesses leverage SAP Fieldglass’ intuitive Vendor Management System (VMS) to gain visibility into its external labor, project-based services including Statements of Work (SOWs), independent contractors and additional flexible talent pools.

What Sets Us Apart:

SAP Fieldglass is one of the forerunners of today’s highly successful cloud delivery services. SAP Fieldglass has been a Software-as-a-Service application since its start. At a time when many buyers were using behind-thefirewall ERP applications to manage their non-employee workforce, this VMS industry first is now the industry standard.

Some of our attributes include:

• We are the VMS market leader in global spend and in March 2014 were named the top company in our industry by Forrester Research.
• Not only an industry leader but a thought leader – SAP Fieldglass keeps customers up to date with VMS industry knowledge on our ‘From the Field’ blog, FUSE User Exchange and social media accounts.
• We work with the world’s leading companies, including AIG, Verizon, GlaxoSmithKline, Johnson & Johnson, CVS/Caremark, United Airlines, Panasonic, Rio Tinto, Monsanto, and many, many more.
• We are now part of SAP, a market leading enterprise application software company, helping companies of all sizes and industries run simple.

Company Culture:

SAP Fieldglass encourages an open-door policy and a collaborative office environment. Those with an entrepreneurial and can-do attitude keep SAP Fieldglass at the top of its industry.

Application Support, Cloud Support Engineer:

We are seeking candidates who are passionate about serving our customers. Employees in this role support SAP Fieldglass experts and administrators within our client and partner organizations. Responsibilities include:

• Use a consultative mindset to resolve client and partner inquiries, conducting troubleshooting and analysis and consulting relevant tools and resources to support configurations and releases
• Own communication with users throughout the lifecycle of the case, using empathy and a solutionorientation
• Embrace a growth mindset to resolve challenging customer inquiries in complex modules
• Build relationships with key stakeholders through casework, serving as the point of contact for the customer throughout case lifecycle
• Balance caseload with incoming volume and prioritize according to business impact, as indicated by customers’ service level agreements
• Communicate proactively and effectively with other business units
• Contribute to documentation and other initiatives to support the growth of the organization, including building knowledge among colleagues • Be a lifelong learner – take initiative in personal growth and development and support the development of others

We’re Looking For:

• Experience championing service to customers, preferably in a software support environment
• Customer advocates who use empathy and patience and go above and beyond to add value wherever they can
• Ownership – feel empowered to thoughtfully make decisions with discretion, often with limited information
• Strong analytical and troubleshooting skills with a commitment to quality
• Resourcefulness – relentless in pursuit of solutions to serve the customer
• Excellent communication skills – ability to support technical inquiries professionally, relay information internally, and adapt to varying audiences
• Strong knowledge of Microsoft Office suite, with a focus on Excel
• Knowledge of SQL is a plus

Qualifications:

• Bachelor’s degree in Business Administration, Information Sciences, or related work experience preferred
• Minimum of three years of previous service experience
• Experience working with call management and ticketing systems
• Ability to work with minimal supervision
• Professional knowledge of English is required, but also interested in fluency in other languages. We have specific need for Dutch, Spanish, Portuguese (Brazil), German, Mandarin, Japanese, and Swedish

WHAT YOU GET FROM US

Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now_._

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 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: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com).

Successful candidates might be required to undergo a background verification with an external vendor.

ADDITIONAL LOCATIONS:

At SAP, we're not just shaping the future, we're creating it with a collaborative spirit, a drive for high performance, and a commitment to continuous learning. SAP's purpose is to help the world run better and improve people's lives with sustainability at the core. Our integrated applications connect all parts of a business into an intelligent suite on a fully digital platform. With the largest cloud portfolio on the market, world-class benefits, and recognition for your individual contributions, we're here to empower you to bring out your best.