Purpose and Objective: SAP America, Inc. seeks a Support Architect at our Newtown Square, PA location (and client sites nationwide) to deliver onsite and remote services for MaxAttention, Safeguarding, and Mission Critical support, such as escalations, task forces, and MCS Back office, including optimization, assessment, technical integration/validation, and empowering trainings and workshops.
Expectations and Tasks: Perform root cause analysis and deliver services in complex environments for specific areas in the top customer segment. Lead de-escalation activities onsite at critical customers and play a key role in war room engagements. Lead the analysis of system landscape and technical issues, as well as core business process for all applications. Lead the analysis of system and application operation and develop comprehensive service plans for customers. Deliver onsite services as a functional expert for broad area of topics, as well as perform System Performance and Bottleneck Analysis. Deliver technical integration validation, including performance analysis and optimization of E2E business processes, data consistency analysis, and check of critical interfaces regarding performance and transactional correctness. Initiate and lead new initiatives and activities for preventive services. Develop concepts for service, business process, and product development and provide feedback to enhance and adapt existing services, business processes, products, and functions. Develop support services for new products, component, and ramp-up solutions. Adapt standard service products to customers' needs and serve as a driver in projects and as a key project member. Assume back office responsibilities as a de-escalation architect, performs duty manager tasks, as well as develop and execute service and de-escalation plans for critical customers. 40% travel required to client sites nationwide.
Education and Qualifications/Skills and Competencies: Bachelor's degree in Computer Science, Engineering, Mathematics, Physics, Information Systems or a related field of study and 7 years of experience required. The company will also accept a Master's degree and 5 years of experience.
Work Experience: Experience must involve SAP CRM architectural designs, Integration of CRM with ERP, Vertex, Web Channel, MDM, Business Warehouse, and Solution Manager. Experience must include SAP Web Channel Experience Management Architectural Design. Expeience must involve SAP System performance analysis and optimization. Experience with Java programming, analysis, optimization. Experience with ABAP programming, analysis, and performance optimization. 40% travel required to client sites nationwide.
Travel: 40% to client sites nationwide.
Internal use only: reference code lhrs4262
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