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Senior Solution Support Architect
3 months ago
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.About the Role:
The Product Support-Procurement team is committed to providing high-quality resolutions to help our customers use, adopt, and maintain their SAP Procurement solutions.
To achieve this daily, our team members must possess an unrivaled sense of autonomy, ownership, and dedication to helping each customer experience a measurable ROI.
What you'll doThe Proactive Support Lead focuses on external proactive activities execution to drive incident deflection, issue prevention, whilst improving incident efficiency and resolution speed at a portfolio level.
Strategic ResponsibilitiesThis role has a primary focus on internal and external proactive activities execution that will drive incident deflection, issue prevention, whilst improving incident efficiency and resolution speed.
This includes focus on KBAs/Notes, Product Documentation, Product Usability, Guided Answers, Communities (Q&A and Wiki), various social media channels, and any future tools or processes focused on incident deflectionWork with customers and partners to better understand and meet their needs as it pertains to product issues and self-service opportunities.
Lead the Knowledge-Centered Service (KCS) Methodology adoption across the different Product Families within the Portfolio, working with the Product Family Leads, STMs, KDEs and KCS Coach team to maintain the right focus.
Drive Product and Product Documentation enhancements, working with the Product Family Lead and applicable stakeholders in Product Management and User Assistance, to both reduce and eliminate product issues.
Work with the extended Knowledge Management team to drive collaboration and proactive service / portfolio improvement across Product Support.Maintain awareness and understanding of industry specific trends in the incident deflection space.
Operational Responsibilities and Tasks
Analyze data and trends for each Product Family Area to identify the required priority and focus of all proactive support activities, establish an action plan and drive the execution on an ongoing basis across the entire Portfolio Area
Conduct Quarterly Reporting and provide Portfolio Lead and Global Proactive Support team with analysis and projections of incident deflection.
Create and maintain a Quarterly Action Plan, share continuous updates with Portfolio lead in leadership team meetings
Regular review meetings with Portfolio Leadership team to identity success and gap analysis in trends related to Incident Deflection.
Lead a Continuous Learning Culture
Find learning opportunities in daily tasks by staying curious and open to new experiences that will improve technical and functional knowledge.
Provide Coaching and Mentoring to Portfolio Head, Product Family Leaders, Support Team Managers and Employees on Proactive Support topics.Own content and deliver trainings and workshops in specialty topics and soft skills
Build a brand known externally and internally as a noted authority in their field and maintain this reputation through broad business knowledge contributions
Proactively share knowledge and expertise to help others to develop and grow (cross LoB knowledge roll-in and roll-out)
What you bring
Meet your team:
SAP Ariba is the world's business commerce network.
We help companies extend their business commerce processes into the Cloud, where they can use our Procurement solutions and the Ariba Network to find opportunities to cut costs, reduce risk, and grow revenue through better collaboration with trading partners.
#SolutionSupportEngT3
Bring out your best
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.