SAP Student Lifecycle Management Support
2 weeks ago
The role of the Senior Support Engineer, SAP Student Lifecycle Management Support - Industry-Specific Component Higher Education and Research (functional) is to provide exceptional remote-based support for mission-critical SAP applications as part of our global customer support team. The position has the responsibility for researching, troubleshooting and supporting of multiple Client Architectures, and implementations for our global clients who use 4.x, ECC and HANA environments. The role requires functional experience, integration knowledge, infrastructure and networking expertise and skills to diagnose serious issues; then develop, test, package and deliver fixes for such issues in complex, integrated and highly-configured environments.
Essential Duties & Responsibilities
- Solve complex customer issues using methodical troubleshooting based on expert knowledge of SAP applications functionality and technology
- Work closely with customers on a daily basis to understand their needs, support business change and deliver a consistently high quality customer experience
- Provide remote-based functional support & training for your specialist SAP modulesSupport client customizations, sharing implementation and best practices advice
- Develop application break fixes for critical product defects
- Create scripts to identify, analyze and correct data issues
- Manage one or more key assigned accounts as a technical/functional adviser
- Provide hands-on assistance using proprietary tools in a test environment or via remote client connectivity
- Be a pro-active contributor to a support organization which is running 24x7x365, this will require the ability to work flexible hours, including evenings, weekends and holidays and monitoring email regularly outside standard business hours
- Collaborate with team members in a virtual team environment to extend field experience to different client situations
- Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes, to improve the client experience
Education
- Bachelor Degree in Computer Science or related field or equivalent experience
Experience
- 10+ years relevant SAP experience particularly with Basis, Middleware and Enterprise Portal Administration/2JEE/ABAP (Dual-stack), including System Administration, User Administration, Content Administration
- 5+ years direct support of application end-users in a Corporate environment
- 4+ years of Enterprise Portal (EP5.x, 6.x, 7.x) and NetWeaver development
- 3+ years of SAP WAS 6.2, 6.4, ITS, EP5.x, 6.x, 7.x, NetWeaver, J2EE, Web Dynpro and iView design and development
- Working knowledge of multiple databases (Oracle, MSQSL, MaxDB, DB2, HANA etc.)
- Experience in SAP Industry-Specific Component Higher Education and Research (functional) configuration, installation and administration
- Working knowledge of Solution Manager and its various ALM processes such as Solution Documentation, Test Management, Change Request Management, Application incident Management, technical operations. Landscape Transformation, Upgrade Management etc.
Working knowledge of multiple operating systems (AIX, Linux, Windows etc.) - A track record of successful roles in several SAP implementation or upgrade projects
- Deep working knowledge and understanding of supporting business processes
- Analytical, logical problem resolution skills
- SAP certification(s) preferred
- Knowledge of localizations: architecture, implementation and key functionality
- Expertise with SAP R/3, ECC, SAP Netweaver, SAP Knowledge Management including full life-cycle implementation experience, configuration and administration of the application
- Knowledge of maintenance/patching mechanics and SAP architecture
- Knowledge of transport strategy for portal content utilizing CTS+ (Enhanced Change and Transport System) or other SAP transport tools for JAVA-based development including portal content, Dynpro content and KM content
- Demonstrable history solving complex problems across multiple modules
- Proficient in setup of Source System for BW, BEx Web in NW20004s
- Installation, Configuration and Administration of NWDI (NetWeaver Development Infrastructure) and NWDS (NetWeaver Development Studio)
- Excellent knowledge about administering and managing SAP J2EE Web Application Server.
- Excellent knowledge of the tools: J2EE Visual Administration, Configtool, SDM, System Analyzer and other configuration tools in J2EE engine for portal components and applications
- Portal User Management Engine (UME) configuration with SAP R/3, LDAPs
- Single Sign-On Configuration between Portal and the SAP Systems
- Enabling SSL for Enterprise Portal and Knowledge Management & Collaboration
Configuring cluster installations for load balancing - Installation and configuration of Apache as the Reverse Proxy
- Installed and configured TREX
- Knowledge in backup/recovery scheme for the portal
Skills
- Superb trouble-shooting skills and tenacity in problem solving
- Passionate focus on customer support and the ability to build long term, successful working relationships with Clients
- Strong knowledge of key application functionality, tables and relationships
- Deep knowledge of SAP customization/extension methodologies
- Excellent development skills using SAP toolset
- Excellent interpersonal, presentation and communication skills verbal & written
- Attention to detail and the ability to learn quickly
- Extreme focus on Client satisfaction
- Demonstrated ability to work independently and as part of a team
- Ability to work calmly and professionally in high pressure situations
- The ability to work remotely from a home based office in a virtual environment
Desired Qualifications
- The best candidates will have extensive knowledge of multiple SAP modules across releases (4.x & ECC, Enterprise Portal 5.x, 6.x, & 7.x4.x, NW 2004s, ECC, Netweaver 7.x) including proficiency with SAP product module/suite business processes, navigation mechanics, configuration requirements, integration with other modules and knowledge of underlying technology
- Knowledge of SAP Industry Solutions would be an advantage
- Knowledge of any Country Specific Solutions would be an advantage
- A consulting background, while not mandatory, would be useful
- Experience with localizations and global implementations would be an advantage
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