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SAP Technical Account Manager (SAP) Job in Tokyo, Japan

Requisition ID: 217585

Work Area: Customer Service and Support

Expected Travel: 0 - 10%

Career Status: Professional

Employment Type: Regular Full Time

COMPANY DESCRIPTION

SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.

Key Areas of Responsibility and Tasks

Responsibilities, success factors and competencies can include the following, but may be customized due to regional or business need.

Key Responsibilities:

1) Incident Solving

2) Knowledge Transfer

3) Support without Incidents

4) Additional Tasks

Key Tasks:

1) Incident Solving

  • Perform root cause analysis and provide solutions in complex environments for specific fields/areas

o Provide workarounds and emergency corrections where no immediate solution can be given

o Provide solutions in complex environments in cooperation with development support

  • Focus on critical incidents

  • Assume functional responsibility for an area in Cloud Product Support (Topic Owner or NEXUS)

  • Global Escalation handling

2) Knowledge Transfer

  • Mentoring

  • Own trainings and workshops

  • Take ownership of product rollout and end-user documentation

  • Create and Publish Knowledge Base articles and WIKI Documents

  • Contribute to online customer forums

  • Create and Publish White Papers

  • Drive creation of Knowledge in area of expertise and drive proactively proliferation of knowledge created externally and internally

  • Drive incident deflection initiatives

  • Strengthen the community

3) Support Without Incidents (SWI)

  • Contribute ideas to help towards the PS vision of SWI

  • Volunteer to participate in projects aimed at achieving the PS vision of SWI

  • Carry out new tasks as requested by STM, GFM and GSC head to help achieve the PS vision of support without incidents for example participate in the real-time interaction and different personas.

4) Additional Tasks

  • Work as functional expert in de-escalation and war rooms

  • Support the management

  • Provide extended and 24 hour coverage

  • Perform weekend duty manager tasks

  • Report errors to development organizations and provide feedback for the development of new SAP Notes

  • Lead internal projects, extended cross LoB activities/communication

  • Analyze incident pattern and trends in area of functional expertise such as increasing incident volume or decreasing customer satisfaction and identify the root cause.

  • Identify supportability gaps and work on innovating/ improving supportability tools.

Experience & Language Requirements

Work Experience

  • Specialist support skills in one business resp. technology area and advanced know-how in additional main or ‘exotic’ area

  • Support training (owner of training programs)

  • Management or Project Management Skills

  • Advanced ABAP/.net/Silverlight/XML programming capabilities

  • Deep understanding of mission-critical business processes across customer solutions (hereunder HR processes)

English: Fluent

Education

  • Bachelor or Master Degree in Natural Science, Technology, Business or equivalent work experience in related field preferred.

WHAT YOU GET FROM US

Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now .

SAP'S DIVERSITY COMMITMENT

To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you 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: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com , APJ: Careers.APJ@sap.com , EMEA: Careers@sap.com ).

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

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