Solve complex customer issues using methodical troubleshooting based on expert knowledge of SAP IS-U and Billing functionality and technology in complex SAP environments.
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 and technical support & training for your specialist SAP functionality.
Support 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 advisor.
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.

10+ years relevant SAP experience particularly with SAP IS-U and Billing modules.
7+ years direct support of application end-users in a Corporate environment.
Skills in client-facing support.
A track record of successful roles in 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 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.
Demonstrable history solving complex problems across multiple modules.

Senior Support Engineer, SAP

Key skills