Roles and Responsibilities:
Solve complex customer issues using methodical troubleshooting based on expert knowledge of SAP Global Trade Management functionality and technology
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 support & training for your specialist SAP modulesSupport 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 adviser
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
Education
Bachelor Degree in Computer Science or related field or equivalent experience
Experience:
10+ years relevant SAP experience particularly with SAP Global Trade Management and integration with ECC, S4/Hana, Netweaver AS ABAP/Java, including System Administration, User Administration, Content Administration
5+ years direct support of application end-users in a Corporate environment
4+ years of Enterprise Portal (EP5.x, 6.x, 7.x) and NetWeaver development
3+ years of SAP WAS 6.2, 6.4, ITS, EP5.x, 6.x, 7.x, NetWeaver, J2EE, Web Dynpro and iView design and development
Working knowledge of multiple databases (Oracle, MSQSL, MaxDB, DB2, HANA etc.)
Experience in SAP GTM configuration, add-on/enhancement development, debugging, testing and administration
Working knowledge of multiple operating systems (AIX, Linux, Windows etc.)
A track record of successful roles in several 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 localizations: 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
Knowledge of maintenance/patching mechanics and SAP architecture
Demonstrable history solving complex problems across multiple modules
Skills:
Superb trouble-shooting skills and tenacity in problem solving
Passionate focus on customer support and the ability to build long term, successful working relationships with Clients
Strong knowledge of key application functionality, tables and relationships
Deep knowledge of SAP customization/extension methodologies
Excellent development skills using SAP toolset
Excellent interpersonal, presentation and communication skills – verbal & written
Attention to detail and the ability to learn quickly
Extreme focus on Client satisfaction
Demonstrated ability to work independently and as part of a team
Ability to work calmly and professionally in high pressure situations
The ability to work remotely from a home based office in a virtual environment
