Basis Consultant

2 weeks ago

Shanghai, Shanghai, China SAP Full time

About the Role

We are seeking a highly skilled and experienced Basis Consultant to join our team at SAP. As a key member of our Enterprise Cloud Services organization, you will be responsible for delivering high-quality services to our customers.

Key Responsibilities

  • Support sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services
  • Initiate digital service kick off for customers
  • Ensure periodic service reviews to track the service quality across a range of customers
  • Contribute to onboarding/transitioning customers to ECS
  • Orchestrate the overall service/project delivery according to planned scope, budget, and milestones
  • Support in de-escalations of critical customer situations
  • Support critical customer situations in conjunction with Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams and SAP Product Support, as applicable
  • Execute technical feasibility studies / solution reviews (if applicable)
  • Contribute to customer release and maintenance activities
  • Support customers on technical requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement
  • Execute and support problem management and continuous improvement
  • Support customer satisfaction surveys
  • Reviews SLA service credit cases
  • Supports commercial change requests
  • Contribute to the liaison with different SAP stakeholders, esp. Virtual customer success partner involved in the accounts, to ensure customer success
  • Supports in reviewing account status and analyzing if account needs to be transitioned to another team, based on growth in volume or complexity of the account overtime.

Requirements

  • Engineering graduate with work experience as SAP technical consultant with customer facing role (consulting, IT support, IT services etc.)
  • Must have exposure to SAP Basis ,SAP S/4 HANA , Azure/ AWS ( in context of SAP Green Field and Brown Field Customers)
  • Excellent customer focus / Networking / Relationship Building /Results-driven / Self-organized / Decision making
  • Individual in this role is expected to deliver 'Effective customer communication' using digital mediums to achieve high customer satisfaction.Strong knowledge of IT Service Management, SAP Basis and SAP Application
  • Hands on experience with SAP Basis activities, SAP release upgrades and infrastructure updates for cloud customers
  • Good understanding of ECSs operations infrastructure, processes and automation tools like SPC, TIC etc. is a plus
  • Knowledge of Project Management Fundamentals, ITIL, Lean Fundamentals is a plus
  • Cloud architecture and IT technical infrastructure know-how
  • Technical and application expertise for different cloud solutions (min. HEC & S/4HANA)
  • Understanding of escalation handling and procedures
  • Experience in working with cross-cultural and cross-functional teams or individuals
  • Proficiency in English (Written and verbal), Korean language is plus
  • Full-time Graduation or Master's university with good academic background.

About SAP

SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.

What We Offer

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. We also provide opportunities for growth and development, and we are committed to creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work.

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