Service & Support Consultant – Service Delivery

SAP offers its customers a range of remote services which focus on the proactive system diagnosis of their SAP Solution. The purpose of these services is to manage technical risk to ensure optimal performance, availability and maintainability of their SAP Solution.

The primary activity of the Service and Support Consultant is to deliver the aforementioned remote services. Additionally, consultants are required to staff Back Office teams in Ireland, Germany and the US where very high technical competence and customer management skills are expected.

The consultant is expected to be proficient in the programming languages of either ABAP or Java, to write, debug and optimize code.

The role is both challenging and demanding and requires candidates that can collaborate and integrate seamlessly with colleagues and other lines of businesses. The work involves liaising with development, senior support consultants, utilising team work, knowledge databases and working remotely on customer systems, with a core focus of meeting and surpassing customer satisfaction.

This is a busy and demanding role which involves interaction with many of our key customers, therefore excellent communication, organisation and interpersonal skills are a must. It is also a fantastic opportunity for anyone interested in developing their career further in the area of customer support.

Tasks:
Proactively analyse the operating system, hardware capacity, database and SAP application to ensure optimal performance and reliability
Provide optimized coding solutions for our top customers
Provide technical application analysis, focusing on the core business processes from a technical perspective, with step-by-step optimisation
Work on de-escalation of critical customer situations
Safeguard customers to identify potential challenges and recommend a tailor made action and service plan
Generate extensive reports with an action list and detailed suggestions for improvement
Report errors to development support
Provide weekend and evening shift support as scheduled
Provide first-level technical support to SAP customers
Develop service tools using ABAP and SAP proprietary development workbench
Support Back Office team in Ireland, the US and/or Germany
Deliver on-site services
Share knowledge with the team

Requirements:
At least 1-2 years experience in a technical support role
Knowledge / Experience in programming languages or IBM Websphere or Microsoft Technology
Knowledge/Experience of Relational Databases (Oracle/Informix/MSSQL/MaxDB/IBM)
Knowledge/Experience of Operating systems (Unix/Windows/AS400)
A 4 year Honors Degree in IT/Computer Science/Business with IT/ Maths/Physics/Science or combination of these
Excellent customer focus and communication skills (oral/written)
A strong interest in business applications
Systematical, communicative and creative focus
Problem solving/analytical skills
Flexibility in personal and team work
A positive attitude and outlook
Proficiency with PCs and desktop software
Experience in SAP an advantage
German (or a second language) an advantage