Job Description

We help the world run better

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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.Apply now!

SAP Fieldglass is a cloud-based Vendor Management System (VMS) that helps world- class companies manage contingent workforce and services procurement programs.

Founded in 1999 to help transform how companies find, engage, and manage external talent and contingent workforces and since then, our cloud-based solutions have helped global businesses optimize their use of external workers and service providers. We continue to experience exciting growth and innovation remains at the core of what we do, every day. We\'re committed to our customers\' success by providing a continuously improving VMS solution, and world-class customer support and service.

What Sets Us Apart: Fieldglass was \xe2\x80\x9cborn cloud\xe2\x80\x9d. As one of the forerunners of today\'s highly successful cloud delivery model, and a Software-as-a-Service application since its start. At a time when many buyers were using behind-the-firewall ERP applications to manage their non-employee workforce, this VMS industry first is now the industry standard.

SAP Fieldglass integrated solutions was named a leader in the 2021 Gartner Magic Quadrant!

EXPECTATIONS & TASKS:

We are looking for candidates with a collaborative, entrepreneurial and growth mindset approach to join our Application Support team here at SAP Fieldglass. The Support Team provides front-line support for all users of the SAP Fieldglass application worldwide. The Application Support Specialist will be expected to provide world-class service and support to both external and internal customers. Responsibilities include:

Core Customer Support

• Troubleshoot customer inquiries/issues by using case and incident solving methodologies, in collaboration with experienced support engineers and/or other internal teams when necessary
• Properly manage phone and email queues in accordance with customer Service Level Agreements
• Proactively call the customer to mitigate, resolve concerns, add value to the support experience and establish trusted relationships with customers/partners.
• Demonstrate capability of processing high severity/priority cases in accordance with internal standard procedures and best practices
• Take ownership of the incoming queue to ensure fulfillment of Management by

Objectives (MBOs), customers\' Service Level Agreements and other Key Performance Indicators when required by correctly escalating, transferring, and assessing priority on cases and incidents

• Provide workarounds and emergency corrections where no immediate solution can be given
• Strive to have high proficiency in the SAP Fieldglass application
• Actively learn and keep up to date on the SAP Fieldglass application\'s functionality through internal training, resources, and knowledge transfer.
• Find learning opportunities in daily tasks by staying curious and open to new experiences that will improve technical and functional knowledge
• 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. Deliver standard/advanced application/technology training and workshops
• Demonstrate willingness to fulfill different roles as required by the business
• Take initiatives to improve the team\'s performance and efficiency
• Promote Knowledge-Centered Services methodology and effectively use Knowledge Based Articles to solve customer issues
• Work schedules generally require early/late/weekend shifts
• Effectively communicate with customers to understand their needs and demands in Japanese language

Continuous Learning Culture

Proactive Support and Innovation

• Create and maintain knowledge documents to support our customers and help colleagues to prevent similar issues or requests
• Contribute to innovation projects aimed at achieving our Vision and Goals and act as a Change Leader in the achievement of those projects
• Provide feedback and/or documentation to the appropriate stakeholders to improve our products
• Drive improvement of knowledge quality, both internally & externally

EDUCATION & QUALIFICATIONS:

• Bachelor\'s degree in a relevant field with experience preferred, including internships with a passion for tech industry
• Passion for working with customers and a customer centric and service mindset
• Creative problem solver, ability to troubleshoot and manage multiple competing priorities (multi-task, prioritization skills)
• Must be Analytical and detail oriented
• Self-starter, ability to work independently and within the Team and collaborate effectively
• Excellent verbal and written English and Japanese communication skills.
• Growth mindset and lifetime learner
• Experience with SAP Fieldglass, ServiceNow, Jira, Confluence, Knowledge Based Articles and SQL queries all a plus!

We build breakthroughs together

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.

We win with inclusion

SAP\'s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide 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: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the . Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:

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.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 373656 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.

Requisition ID: 373656

Posted Date: Jun 28, 2023

Work Area: Customer Service and Support

Career Status: Professional

Employment Type: Regular Full Time

Expected Travel: 0 - 10%

Location:

Kuala Lumpur, MY, 59200

Job alert

The key to SAP\'s success? Our people.

We grow. We lead. We innovate - together! We believe that the difference between success and failure is a great team. As colleagues, we support, challenge, and inspire one another every day. We\'re results-driven and ready to go the extra mile for our customers. We all work from different places dealing with different challenges and opportunities. But our goal is mutual. We build breakthroughs, together.

Driven by innovation? It\'s in our DNA.

At SAP, innovation is more than just developing top-notch software - it\'s creating technologies that open up new possibilities. As a cloud company we are future-proofing our customers\' business and building systems that provide a foundation for growth and innovation. We know this doesn\'t happen by accident, so we provide a working environment that promotes free thinking, bold ideas, and collaboration. Of course, having the resources and expertise of a major global organization helps too.

Got ambitious goals? Achieve them - at SAP.

Stay relevant, agile, successful. SAP\'s robust portfolio of learning and development offerings helps you unlock your potential, stay ahead of technology and accelerates your career. At SAP, we want to make sure our employees are happy, healthy, fulfilled, challenged - and working towards their individual career goals.

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