SAP NS2 Support Engineer; IBP Data Integration - Virtual

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

SAP is the global market leader for business software and related services, and SAP National Security Services Inc.® (SAP NS2®) is an independent U.S. subsidiary, offering SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers.

This position requires access to customer data;
Must be a U.S. citizen. SAP NS2 does not offer Visa sponsor ships for this role. All internals must have manager’s approval to transfer.

SAP NS2 Secure Cloud Support organization is seeking a highly skilled SAP IBP Data Integration Specialist with deep technical expertise in CPI-DS (Cloud Platform Integration - Data Services), RTI (Real-Time Integration) and/or CIF (Core Interface) to join our team.

The ideal candidate will be responsible for supporting NS2 customers with the data integration between SAP Integrated Business Planning (IBP) solutions and other enterprise systems, ensuring seamless data flow while maintaining a high level of customer satisfaction.

This role demands strong functional and technical knowledge of various IBP modules, including Demand, Supply, Inventory, and Sales and Operations Planning (SOP), plus experience working in SAP ECC/S4 HANA.

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 in this role and work collaboratively with local people managers and technical leads to delight our customers.

Individuals in the Support Engineer profile are the foundation of the Product Secure Support organization. These individuals are gaining deeper technical knowledge in their Product Family and expanding their knowledge to include other Product Families. They help customers resolve more and more complex issues and do so in a way that consistently delivers a high level of satisfaction. Responsibilities, success factors and competencies can include the following, but may be customized due to regional or business need.

1) Deliver Core Customer Support focusing on Data Integrations

2) Proactive Support and Innovation Activities

• Key resource for managing customer issues related to data integration such as CI-DS, RTI, and future data integration solutions provided by SAP
• 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.
• Ability to independently analyze, troubleshoot, and resolve issues related to data and integrations, and seek help when needed.
• 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 On-Call activities as required
• Taking ownership for the incoming queue to ensure fulfillment of customers' SLAs and other contractual KPIs when required by correctly escalating, transferring, and reducing priority on incidents.
• Demonstrate capability of processing P1 (Priority
  1) incidents, requesting assistance as required.
• S…