Global Partner Support

**We help the world run better**

**Global Partner Support - Support Associate**

Our Global Partner Support team integrates with SAP Solution Extension partners via SAP Resolve & SAP Solution Manager ITSM. We deliver Product Support for many partner products and are responsible to improve collaboration with our partners and engagement with our joint customers.

**PURPOSE AND OBJECTIVES**
- This position is within Global Partner Support team, Customer Solution Support and Innovation area of SAP.

Global Partner Support (GPS) works to provide support to SAP customers for third party products on the SAP price list.
- This position is for an experienced and passionate Support Engineer who is keen to work with our SAP Solution Extension partners. German language or Software Development skills would be an advantage.
- We work closely with our Partners to support their integration to the SAP Support and to develop supportability tools for inclusion in SAP Support portal, SAP Solution Manager Support Packs, and for use in SAP Service Delivery.

**EXPECTATIONS AND TASKS**

1) Customer Success

2) Supportability Lab content development

3) Partner Management

4) Technical Onboarding

5) Escalations

**Key Tasks**

1) Customer Success:

- Delivery of remote ‘Customer Success’ workshops for new and existing customers to safeguard transition from implementation phase to ongoing product support.
- Perform root cause analysis and deliver support in very complex environments, on partner focused areas, for the top customer segment.
- Perform initial support tasks according to customer SLA with a focus on critical messages
- Engage using real-time support channels
- Assume functional responsibility for an area in incident solving (topic contact resp. ‘Expert Area’)
- Contribute to the implementation of a cross-LoB collaboration & intelligent swarming model
- Provide point of contact to GPS team for SAP core Product Support areas as _Queue Manager_
- Lead de-escalation activities related to our partner products at critical customers (De-escalation Architect)
- Work as Partner “Joint Support” model expert in de-escalation war rooms
- Develops and engages partner to jointly execute de-escalation plans for critical customers
- Global Escalation handling for partner products as part of GPS _Partner Manager_ responsibility
- Deliver remote workshops as Partner Manager for critical customers:

- Identify top issues of engagements at critical customers regarding partner products
- Lead analysis of system landscape and technical issues for specific partner products
- Lead analysis of core business processes for partner solutions

2) Supportability Lab Content Development
- Own individual third-party product within the Supportability lab
- Develop monitoring tools for third party products
- Become knowledgeable in all aspects of monitoring partner solutions
- Deliver customer specific enhancement services around third party product monitoring (engineering services)
- Build SAP Solution Manager TM monitoring integration for the third-party products according to SAP standards

3) Partner Management
- Ownership of partner relationships for purposes of support quality:

- Drive quarterly support review meetings
- Coordination with partner for joint service delivery
- Coordination with partner for de-escalation situations
- Create and publish both customer facing KBA and internal knowledgebase
- Be aware of partner products lifecycle, and raise awareness of this in the GPS team
- Ensure smooth ongoing operation of incident transfer between Customer, SAP, and Partner

4) Technical Operations
- Simplify and improve partner integration and visibility to SAP support by improving our tools
- Ensure adherence of SAP Product Support standards for third-party tools by working with Product Owners
- Introduce operational efficiency and productivity improvements both systemically and organizationally.
- Run innovation projects in SAP Resolve, keep it lean and adhere to monthly release cycle.
- SAP Resolve technical partner management (client creation & admin)
- SAP Resolve integration to selected third party backend CRM system
- Legacy SAP Solution Manager TM ITSM integration to SAP infrastructure
- Assist partner in relation to custom requests beyond our normal process (Reporting/API integration /hosting etc.)

**EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES**
- Excellent communication, presentation, and problem-solving skills
- Fluent in English (some German would be an advantage)
- Bachelor’s degree in Computer Science, Information Technology, or equivalent experience
- Knowledge in at least one area/topic WIPS Certification, PULSE Methodology, Knowledge Management or SAP Certified Consultant
- Good insight in SAP’s support offerings

**WORK EXPERIENCE**
- Some professional experience is an advantage
- Understanding of SAP organization, Customer Solution Support and Innovation
- Experience at least in one area/topic: Root