Senior Services Engagement Engineer

Requisition ID: 427475
Work Area: Customer Service and Support
Expected Travel: 0 - 30%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T3-1
Additional Locations: 

Original Posting Date: 06/23/25

Job Title: Senior Services Engagement Engineer
Location: Chicago, IL
Work Model: Hybrid Work Model

Purpose and Objective:  
SAP America, Inc. seeks a Senior Services Engagement Engineer at our Chicago, IL location to support the long-term customer engagement covering the enterprise-wide adoption, consumption, and operation of SAP centric solutions. 

Expectations and Tasks: 
Understand the customer's business (e.g. business challenges and pain points, industry specifics). Understand engagement roadmap, innovation roadmap, adoption targets, engagement focus areas and develop a high-level delivery plan. Understand goals and Key Performance Indicators (KPI) for the engagement. Align action plan with the account team and other internal stakeholders as required. Support customer retention and Premium Engagement contract renewals. Align, schedule, trigger, and follow-up on customer feedback. Identify and assess potential issues and risks related to SAP solutions, associated business processes, and customer initiatives. Create an action plan for root-cause analysis and resolution of the customer's issues and top issues. Escalate critical situations to SAP and customer management when required. Manage execution of the engagement plan by aligning, scheduling, scoping, ordering and supporting the delivery of Premium Engagement services. Promote Cloud Application Lifecycle Management (CALM) for Service, SAP for Me, SAP.COM, SAP Help, SAP One Support Launchpad, and others if applicable. Provide support with onboarding and instruct customer on SAP's Support processes to drive efficient incident resolution. 

Education and Occupational Experience: 
Bachelor’s degree or foreign equivalent in Computer Science, Information Systems, Engineering, or related field of study and six (6) years of progressive, post-baccalaureate experience in the job offered or related occupation. Alternatively, a Master’s degree or foreign equivalent in Computer Science, Information Systems, Engineering, or related field of study and four (4) years of experience in the job offered or related occupation.

Qualifications/Skills and Competencies Experience: 
Experience must involve four (4) years in the following: 
•    SAP Enterprise Support Services, including Continuous Quality Checks;
•    SAP Enterprise Resource Planning software;
•    SAP Data Volume Management, including strategies around archiving, avoidance, summarization, and deletion;
•    SAP Technical Issue support, including assessment and strategy setup;
•    SAP S/4HANA;
•    SAP Operation Optimization;
•    Engagement leadership for large and complex projects;
•    De-escalation management; and
•    Agile project and program management.

Travel: Position does require up to 30% domestic and international travel to various unanticipated customer sites to implement SAP solutions and provide support services. 

This position is eligible for the Employee Referral Program subject to the eligibility criteria outlined in the SAP Internal Employee Referral Policy.

Internal use only: reference code lhrs4262
SAP:SAIL
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