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CFE Consultant

3 months ago

Bengaluru, Karnataka, India SAP Full time

We help the world run better

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. How? 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.

The Team

Managing care services customer working for US customers (Working hours: 6:00 PM - 3:00 AM IST)

Managing care services customer working for US customers. This team services Concur's premium support deliverables. The team works directly with the customer's authorized support contact and deliverables solutions on customer systems in live system.

The Role

Concur Service Administrator is a designated configuration expert, assigned to assist Concur customers solve configuration cases. A successful individual in this position will manage and maintain the customer's configuration; adding, editing or removing configurable options as necessary.

The Care services team member will be responsible for the following activities:

  1. Fulfill customer configuration needs.
  2. Work with customers to analyze the requirements and provide suitable solutions.
  3. Report and present complete details of work performed.
  4. Adhere to SAP Concurs rules of engagement for working with customer.
  5. Ensure adherence & improvement of set KPIs such as SLAs, technical expertise , customer satisfaction.
  6. Work towards removing roadblocks in terms of team's knowledge.
  7. Manage customer escalation and liaise with internal teams.
  8. Coach team members towards higher performance levels.
  9. Work towards improving customer satisfaction from the Service Administration and care services portfolio.
  10. Provide technical expertise at situations which demand higher level of expertise.

Experience

  1. Ability to understand complex business requirements.
  2. Able to work with complex customer situations and translate requirements into configuration. Apply disciplined approach towards solving customer cases.
  3. Technical competence towards system configuration.
  4. Good people management skills.
  5. Should have managed complex customer situation.
  6. Creative solution development.
  7. Excellent communication and presentation skills.
  8. Analysis and troubleshooting skills.
  9. Knowledge of software deployment life cycle and testing practices.
  10. Strong computer skills / Microsoft Office knowledge.
  11. Knowledge about programming skills is a plus.
  12. Ability to present data in a skilled manner is highly desirable.

#CFET2

​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.

We win with inclusion

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. At SAP, 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 and more equitable world.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility 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:

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

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

Requisition ID: | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.