SAP Manager Customer Support

Job Description:Open Text is the world's largest independent provider of Enterprise Content Management software. The company's solutions manage information for all types of business, compliance and industry requirements in the world's largest companies, government agencies and professional service firms. Open Text supports approximately 46,000 customers and millions of users in 114 countries and 12 languages. For more information about Open Text, visit www.opentext.com Purpose of Position:As a SAP Manager Customer Support at Open Text Corporation, you will be responsible for overseeing  operations and growing  Open Text’s SAP Support Center.   This position requires excellent leadership, strong technical skills in SAP’s technologies (ABAP, SAP Workflow, RFC, BAPI, BADI, IDOCs/ALE, EAI/XI, Smart Forms/SAPscript, webDynpro, Portal),  and  the ability to ensure the delivery of  top quality Customer Services.

 

What’s in it for you? This is your opportunity to Support leading edge SAP workflow solutions for Fortune 500 client’s with software that is backed with the strength of 2 decades of development and years of partnership and between Open Text and SAP. Working with our proprietary software, using the SAP workflow engine, you will be exposed to and work with the latest technology in the field. You will have the opportunity to provide an immediate impact.  If this sounds like a fit for you, please continue reading below.

Primary Duties:1. Develop and manage all aspects of a SAP Support Center.

2. Ensure the delivery of top quality Customer Service in accordance with Service Level Agreements.

4. Manage customer relationships and escalations

5. Collaborate with other departments and teams.Skills & Knowledge Requirements

• At least 5 years of SAP experience. This experience must include ABAP and significant working knowledge of the other development technologies which SAP employs such as SAP Workflow, RFCs/BAPIs/BADIs, IDOC/ALE

 

• 3-5 years experience in management, preferably with a technical support center.• Extensive experience in SAP workflow technologies including hands on experience building multiple complex workflows using SAP Workflow tools. At least 3 years of experience building workflows.

 

• Experience with Business Processes of Fortune 500 Companies• Experience with Objective Oriented ABAP using ABAP Objects• Experience with report and function modules in ABAP• At least 2 years of SAP BW experience• Knowledge of SAP Enterprise Portal functionality• Experience in SAP workflow technologies is a definite plus• Experience in SAP ArchiveLink and Imaging systems like IXOS is a plus• Experience in business processes in at least a few of the following functional areas: FI, Accounts Payable, Accounts receivable, MM, Procurement• Experience in SAP ECC6.0, R/3 4.7 and R/3 4.6C

 

• Experience with Kofax Modules and Release Scripts• Bachelor degree in Computer Science or related field degreeExperience in the following is a plus:

 • Knowledge Of Open Text VIM Product• SAP SEM• SAP BI Analytics• Web technologies like J2EE, ASP.NET • Open Standards like XML, SOAP, Web ServiceMust also have:• Good oral and written communication skills• Strong interpersonal skills and the ability to work cross functionally across all levels of the organization, both internally as well as with other department.Education:The position requires a Bachelor's degree/College diploma or equivalent experience.