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Role Summary: The SAP Operations Level 3 team is seeking experienced Application Support professionals to provide Functional and Technical Support for the SAP ERP application Powermax which is used globally across multiple GE businesses within Power sector. The candidate is expected to be an SAP expert with cross-functional knowledge; strong communication skills, and a motivation to achieve results in a fast-paced environment.
Essential Responsibilities: In this role, you will:
Responsible for taking direct support cases from users of the GE’s SAP (PowerMax) customers.
Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs.
Troubleshoot application alerts from monitoring tools and follow SOPs to resolve or escalate appropriately.
Work directly with service architects to help reproduce and resolve customer issues.
Drive customer communication during critical events and lead retrospective meetings.
Drive projects that improve support-related processes and our customers’ technical support experience with minimal guidance.
Write tutorials, how-to videos, and other technical articles for the customer community and knowledgebase articles and keep them up-to-date.
Work on critical, highly complex customer problems that may span multiple services.
Participate in 24x7 on-call rotation and work with global teams.
Collaborate with cross functional stakeholders.
Provide mentorship and guidance to the team members, cross-train the others.
Drive the implementation of minor changes and continuous improvements specific to SAP area of expertise.
Lead a resolution of major incidents and underlaying problem investigation for all incidents specific to desired SAP domain .
B.S or M.S in a technical field, such as Computer Science or Information Systems.
8-10 years of experience in the technology space with emphasis on service operations or Application Support in SAP environment.
Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job .
Must be willing to travel
Must be willing to work out of an office located in Atlanta, GA.
Desired Characteristics: Desired Characteristics:
A technical engineer, with extensive experience in solving challenging issues in high pressure environment.
Experienced with ITIL and agile/iterative project methodology such as Scrum, preferably with experience using agile project management tools such as JIRA preferred) or Rally.
Excellent communicator, works well in a team environment, and welcomes challenges.
Self-starter with ability to manage multiple priorities in a fast-paced work environment.
Strong problem solving and analytical skills demonstrated the ability to assimilate new information and understand complex topics.
Takes on important initiatives and pushes back on work that does not add value.
Willingly acknowledges failures and learnings and shares them as opportunities for others to leverage.
Identifies and solves root causes of problems rather than just treating symptoms.
Background and experience in SAP ECC, SAP EP, SAP Fiori, SAP SolMan 7.1 or higher, Transport Express.
Experience with ITSM tools such as ServiceNow (preferred), ITSM7
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