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SAP NS2 Fieldglass and Team Lead - virtual

Company: Gigya
Location: Herndon
Posted on: November 22, 2021

Job Description:

What we offer Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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. Apply now! SAP NS2 Fieldglass and Team Lead - Virtual SAP is the global market leader for business software and related services. SAP National Security Services Inc.-- (SAP NS2--) is an independent U.S. subsidiary of SAP. At SAP NS2, we leverage best-in-breed technologies engineered by SAP to protect the lives, assets and information of Americans. We offer SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers. Must be a U.S. Person; NS2 does not offer Visa sponsorships for this role. Job Description Overview The primary responsibility of the Solution Architect is to enhance the SAP Fieldglass customer experience by maintaining ownership and accountability for a specific functional area or areas of the SAP Fieldglass applications suite. The foundation of this ownership is through a deep level of both functional and technical SAP Fieldglass product expertise coupled with broad business process knowledge and customer/situational management experience. The Solution Architect must use this skill set to engage in critical customer situations, make key product decisions by developing a strong partnership with Engineering and Solution Management leaders, and multiply experience/knowledge across the entire Customer Support organization. Key Responsibilities: * Solution Ownership * Technical/Functional expert in SAP Fieldglass * Cross-organizational lead/go-to for SAP Fieldglass * Product issues both Customer (incidents) and non-customer (health monitoring) reported * Develop strong partnership with Engineering and other Support leaders to make key decisions 2) Incident Engagement * Perform technical/cause analysis and incident review to unblock customers in critical situations * Engage with Mission Critical Support on high impact incident analysis * Provide solutions to complex/high impact issues * Provide workarounds/alternatives to prevent Engineering engagement * Confirm Engineering engagement is required and ensure proper information is provided to solve * Review incidents in relevant solution areas that require Engineering engagement * Engage with Critical Customer Engagement (via De-Escalation Architects) to assist in customer escalations 3) Knowledge Transfer * Externally and internally recognized as a noted leader/expert in product area(s) * Coaches/engages/mentors others to multiply knowledge across the entire organization * Drive creation of targeted Knowledge Base articles, WIKI Documents and White Papers. * Partner with Excellence Programs to develop product/technical trainings and workshops 4) Strategic and Management Tasks * Full alignment with leadership to support the achievement of organizational goals * Provide clear visibility and action plans for customer situations to SAP Fieldglass senior management/executives * Contribute to and influence business strategy by providing strategic feedback, decision and insight to executive management * Influence business outcomes by representing their function in cross-functional forums topics, strategic projects, etc. Other Key Tasks * Work as functional/technical expert in de-escalation and CIRS situations when needed * Provide extended coverage on critical incidents when needed * Define standard and leading-edge best practices in own area(s) of expertise across the organization * Build and maintain an expansive network within SAP/SAP Fieldglass * Provide development feedback for Support Engineers to leadership * Close cooperation with other organizational key stakeholders Preferred Qualifications: * Bachelor's degree with a technical discipline * 5+ Years working with a web-based software solution, SAP Fieldglass is a must. * 5+ Years of experience in a previous Technical Support, Consulting, or Engineering role * Experience working with Web-based Enterprise Application Architecture/Infrastructure Skills and Abilities: * Team player with strong problem-solving skills and a "can do" attitude * Must be detail-oriented and have ability to manage priorities and deadlines * High energy with the capability to multi-task in a dynamic, rapidly-growing organization. * Ability to work with technical and business-oriented teams * Ability to work collaboratively with employees within department and across functions * Aptitude for understanding how SaaS solutions solve business problems * Ability to convey information clearly and provide analysis as needed to help customers make proper business decisions. We are SAP SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together. Our inclusion promise 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: Americas: or, APJ:, EMEA: 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. Requisition ID:315312 - Work Area: Customer Service and Support - Expected Travel: 0 - 10% - Career Status: Professional - Employment Type: Regular Full Time - Additional Locations: The key to SAP's success? Our people. We grow. We lead. We innovate - together! We believe that the difference between success and failure is a great team. As colleagues, we support, challenge, and inspire one another every day. We're results-driven and ready to go the extra mile for our customers. We all work from different places dealing with different challenges and opportunities. But our goal is mutual. We build breakthroughs, together. Driven by innovation? It's in our DNA. At SAP, innovation is more than just developing top-notch software - it's creating technologies that open up new possibilities. As a cloud company we are future-proofing our customers' business and building systems that provide a foundation for growth and innovation. We know this doesn't happen by accident, so we provide a working environment that promotes free thinking, bold ideas, and collaboration. Of course, having the resources and expertise of a major global organization helps too. Got ambitious goals? Achieve them - at SAP. Stay relevant, agile, successful. SAP's robust portfolio of learning and development offerings helps you unlock your potential, stay ahead of technology and accelerates your career. At SAP, we want to make sure our employees are happy, healthy, fulfilled, challenged - and working towards their individual career goals. There's more to it than coding. Learn, innovate, and get rewarded. Be your best in a flexible and collaborative environment. The boldness it took to start our company is exactly what we need to keep growing it. That's why we introduced the Hasso Plattner Founders' Award - the highest employee recognition at SAP. It's awarded annually by the CEO to an individual or team whose extraordinary achievement best delivers on SAP's vision and strategy. Driven by innovation. SAP has continuously evolved to become a market leader in end-to-end enterprise application software, database, analytics, intelligent technologies, and experience management. Our customers are solving the world's hardest problems. As a cloud company we are future-proofing our customers' business and building systems that provide a foundation for growth and innovation. Our vision of the future of enterprise IT is simple - software must be hyper-personalized, modular in nature, and support outcome-based business models. Not all heroes wear capes. The key to SAP's success? Our people. They are innovators, leaders, and all around great human beings. They come from many different countries, speak many different languages - and bring their own unique experiences to the table. * * * Previous Next SAP NS2 Fieldglass and Team Lead - virtual share Facility: 315312 Posted Date: Nov 10, 2021 Work Area: Customer Service and Support Career Status: Professional Employment Type: Regular Full Time Expected Travel: 0 - 10% Location: Herndon, VA, US, 20171 -- Send me alerts every days Create Alert -- Send me alerts every days

Keywords: Gigya, Germantown , SAP NS2 Fieldglass and Team Lead - virtual, IT / Software / Systems , Herndon, Maryland

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