IT Technology Services Senior Specialist (multiple positions available)

About the Position

IT Technology Services Senior Specialist (multiple positions available)

SAP America, Inc. is seeking an IT Technology Services Senior Specialist at our Newtown Square, PA location to serve as a trusted advisor responsible for optimizing strategic customers’ investment in SAP Enterprise Cloud Services. This role offers a hybrid work model.

Responsibilities

• Ensure day-to-day quality service delivery and define, track, and achieve various ambitious service KPIs and SLAs.
• Participate in major incident handling, troubleshoot service request failures, downtime extensions, and long-running ongoing incidents for customers.
• Provide quick responses during escalations, take proactive steps to avoid escalations, and identify and drive initiatives to improve the operation and stability of customer systems.
• Conduct root cause analysis for service request failures/outages, performance issues, and continuous improvement methodologies.
• Analyze root causes of failures in achieving KPIs and define corrective action plans with well-defined mitigation steps.
• Coordinate and orchestrate work between various teams with strong collaboration with other units within and outside Enterprise Cloud Service units.
• Bring in continuous improvement initiatives to address customer pain points and enhancements in service delivery.
• Implement process improvement initiatives for daily operational activities.
• Streamline standard operating procedures by focusing on automation enhancements.
• Provide proactive operation services for customers and service on-demand with a timely alert reduction program to all stakeholders involving the customer.

Requirements

• Education: Bachelor’s degree or foreign equivalent in Computer Science, Engineering, Information Technology, or a 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, Engineering, Information Technology, or a related field of study and four (4) years of experience in the job offered or related occupation.
• Experience: Must include four (4) years involving each of the following:
  • SAP NetWeaver ABAP and JAVA Administration
  • SAP Webdispatcher, Solution Manager, and Router
  • SAP Cloud Connector, CPI-DS Agent, and SLT (System Landscape Transformation) Replication Server
  • SAP Content server, BOBJ, and DataServices
  • OpenText and VIM
  • SAP HANA, Sybase ASE, MSSQL, Oracle, and DB2
  • SAP IBP (Integrated Business Planning) and BRIM (Convergent charging and Convergent Mediation)
  • SAP IdM (Identity Management)
  • SAP Upgrades, Migrations, and Integrations

We Offer

• Compensation: The annual base salary range for this position is $127,525 - $195,976. The targeted combined range for this position is $131,000 - $222,700.
• Benefits: SAP provides a comprehensive benefits package, including health insurance, retirement plans, and professional development opportunities.

About the Company

We help the world run better

At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

Job Location

Newtown Square, PA, United States

Additional Information

All your information will be kept confidential according to EEO guidelines.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: [email protected].

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Compensation Range Transparency

SAP believes pay transparency is essential to fostering an honest, supportive, and inclusive culture and is an important part of our commitment to pay equity. The salary range for this position is included in the job posting. The actual compensation offered to the successful candidate will fall within that range and will depend on factors such as education, skills, experience, location, and scope of the role, as determined through the selection process. Where applicable, SAP may also provide variable incentive opportunities and additional benefits, subject to the terms of the relevant plans and policies. Any variable incentive amount is target-based, with actual payouts dependent on company and individual performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.