SAP NS2 Support Engineer (EC & EC Payroll)

SAP SE; Herndon (VA); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Accessibility accommodations for applicants

Commitment to Equal Employment Opportunity

Job summary

SAP Belgium NV/SA is seeking a skilled SAP NS2 Support Engineer to join their Secure Cloud Support organization. The role focuses on providing core customer support for SuccessFactors, particularly Employee Central and Payroll. The successful candidate will handle escalated issues, perform root cause analysis, and contribute to a continuous learning culture.

They will also develop product specialization and ensure customer satisfaction through collaborative efforts with the technical team. A Bachelor or Master’s degree in a relevant field and 5-8 years of experience implementing enterprise applications are required.

Qualifications

• 5-8 years of experience implementing and troubleshooting enterprise applications.
• Deep experience with SuccessFactors Employee Central and Payroll.
• Experience with various SAP Products integration.

Responsibilities

• Handle escalated customer issues and maintain satisfaction.
• Perform root cause analysis for complex environments.
• Create knowledge documents for future reference.

Skills

Customer issue handling

Root cause analysis

Software applications expertise

Technical troubleshooting

Programming (ABAP, JAVA, .NET)

Education

Bachelor or Master’s degree in Technology, Computer Science, or related field

Tools

SuccessFactors

SAP Products integration

BSI Tax Factory

SCP-CPI

Workforce Software

Job description

SAP NS2 Support Engineer (EC & EC Payroll)

SAP NS2 Secure Cloud Support organization is seeking an experienced Software Support Engineer for SuccessFactors including mobile, Employee Central and Employee Central Payroll.

The primary responsibilities of this role are core customer support, innovation and proactive activities and participation in a continuous learning culture. Individuals in this position align most frequently with our customers and work collaboratively with local managers and technical leads to delight our customers.

Key Responsibilities

Core Customer Support

• Handle sensitive escalated customer issues in team environments and individual-driven actions (incident solving or real-time support), in cooperation with experienced support engineers if necessary while maintaining a high level of customer satisfaction.
• Resolve known errors by means of SAP Notes, Knowledge Base Articles, info docs derived from solved customer incidents, documentation, WIKI or verifying customized entries or hardware parameters.
• Perform root cause analysis and provide solutions to customers in complex environments for specific fields/areas.
• Reproduce customer issues identifying the root cause and interacting with the development team to provide a final solution when required.
• Perform in weekend support and 24x7 support activities as required.
• Take ownership of the incoming queue to ensure fulfillment of customers’ SLAs and other contractual KPIs when required by correctly escalating, transferring, and reducing priority on incidents.
• Develop product specialization in at least one product area.
• Demonstrate capability of processing P1 (Priority 1) incidents, requesting assistance as required.

Proactive Support and Innovation

• Create and maintain knowledge documents to support our customers and help colleagues to prevent similar issues or requests (WIKI content, Knowledge Base Articles, Guided Answers).
• Test internal systems to prevent future issues on customer’s systems.
• Contribute to innovation projects aimed at achieving our Vision and Goals and act as a Change Leader in the achievement of those projects.
• Participate in the SAP Community to help with incident deflection by participating in community discussions in customer and partner communities (blog posts, tips and tricks, etc.).
• Drive improvement of Knowledge quality in area of expertise, both internally & externally.
• Work as functional expert in de-escalation and war rooms (engage in critical customer situations – e.g., CIM escalation, account escalation).

Continuous Learning Culture

• Find learning opportunities in daily tasks by staying curious and open to new experiences that will improve technical and functional knowledge.
• Attend e-Learning Lessons, Remote Learning Sessions, Classroom Training and Coaching.
• Get certified in Classroom Training or e-Learning Lessons as required by product or people leaders.
• Maintain your knowledge of new functionality and compliance changes.
• Carry out new tasks and embrace new projects as requested by leaders in the organization.
• Provide Coaching and Mentoring of new employees or colleagues for specific tasks (e.g. as a KM-Coach).
• Demonstrate willingness to fulfill different roles as required to network effectively with stakeholders in the business.
• Develop deeper technical skills like reading code / debugging / creation of small corrections where applicable.

Experience & Educational Requirements

• Bachelor or Master’s degree in Technology, Computer Science, Business or equivalent work experience in related field preferred. Years of experience may be used in lieu of a degree.
• 5‑8 years of implementing, administering, and troubleshooting enterprise level applications.
• Experience working with software applications with deep experience in SuccessFactors Employee Central and Employee Central Payroll including mobile.
• Experience with key SuccessFactors Partner Solutions including BSI Tax Factory, SCP-CPI, Workforce Software, and others like integration with SAP Products like S4 HANA.
• Basic to advanced knowledge in one application/technology area / basic knowledge of at least one other area.
• Basic to advanced understanding of business processes within one application/technology area.
• Basic to professional skills with one programming language such as ABAP, JAVA, .NET.
• Technical skills – debugging, tracing, verifying complex customizing.
• Basic to advanced knowledge of Business Management Basics and of Basic Business Processes.
• Basic knowledge of implementation of Notes and Support Packages and Service Packs; execution of transport or upgrades, (cloud) system operations.
• English: Fluent.

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: [e-mail].

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