SAP NS2 Sr. Support Engineer/CoE Security

We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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. 

COMPANY DESCRIPTION

SAP is the global market leader for business software and related services, and SAP National Security Services Inc. ® (SAP NS2®) is an independent U.S. subsidiary, offering 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. citizen; this position requires access to customer data. SAP NS2 does not offer Visa sponsorships for this role.

All internals must have manager’s approval to transfer.

PURPOSE AND OBJECTIVES

The Senior Support Engineer/CoE Security brings technical and/or application expert knowledge to deliver remote/onsite services together with our experts and focus on system optimization, conceptual planning as well as empowering the customers with newest, best practice knowledge. The SAP NS2 CoE provides an opportunity to work on a variety of SAP products and technologies in all industry segments.  

The Senior Support Engineer/CoE Security takes full responsibility for the quality of delivered tasks and is accountable for the success. This involves analysis of highly complex business processes including root cause analysis and optimization in both technical and application areas in heterogeneous system landscapes. The engineer enables and drives fast innovation consumption based on industry model solutions, SAP Best Practices, and agile implementation methods leveraging SAP products. Understand the as-is situation and goals of a customer holistically. Translate it into an adequate technology roadmap design (processes, applications, systems) as well as the appropriate operating concept based on SAP’s offerings, with a clear focus on customer success.

 GENERAL RESPONSIBILITES

• The Senior Support Engineer is responsible for delivering expert support services on-site and remotely for secure customers.
• Ability to perform root cause analysis for critical customer support issues as well as communicate complex recommendations to customer leadership.

REQUIRED EXPERIENCE

• 5+ years of experience in SAP application security and role administration, showcasing a deep understanding of SAP security architecture, concepts, and best practices across various modules.
• Expertise in SAP authorization objects, roles, profiles, transactions, and user administration.
• Good understanding of infrastructure concepts, operating systems, and general database knowledge.
• Excellent management skills with strong customer-facing experience.
• Excellent oral and written communications skills in English, with the ability to effectively interact with all levels of customers and management, both internal and external.
• Ability to work independently and take ownership of assigned tasks.
• Presentation, communication, and conflict management skills.
• Handle sensitive escalated customer issues in team environments and individual-driven actions (incident solving or real-time support), in cooperation with experienced support engineers if necessary while maintaining a high level of customer satisfaction.
• Perform in weekend support and 24x7 support activities as required.
• Demonstrate capability of processing P1 (Priority 1) incidents, requesting assistance as required.
• Create and maintain knowledge documents to support our customers and help colleagues to prevent similar issues or requests.
• Drive improvement of Knowledge quality in area of expertise, both internally & externally.
• Willingness to travel up to 30%.