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SAP C4C Service support resource
Scadea Santa Clara, CA

SAP C4C Service support resource

Santa Clara, CA
Expired: over a month ago Applications are no longer accepted.
  • Full-Time
Job Description

3) SAP C4C Service support resource.

Note :   4-7 years experience is mentioned.
Santa Clara :
So we need to be as price sensitive as possible.  :Hopefully around 65-70.
SAP C4C Service support resource.

General: SAP C4C Service support resource.
Requires in-depth knowledge and experience in the customer contact center processes, using SAP ServiceCloud (C4C) as the application. Uses best practices and knowledge of internal or external business issues to improve products or services. Solves complex problems; takes a new perspective using existing solutions. Works independently, receives minimal guidance.
Key Responsibilities
1. Provides support services to GIS customers for specific IT service or set of services.  Adheres to service management processes and procedures to meet customer service level agreements and maintain customer satisfaction. Completes root cause analysis of outages or incident trends (often working with managed services partner).  Recommends preventative actions
2. Monitors specific IT systems  or set of systems for availability,  performance and capabilities and reports anomalies through predefined process.  Participate in evaluation and recommendation of patches, point releases, major upgrades and new systems.
3. Plan and manage projects to ensure effective and efficient execution in line with established processes and guidelines and guardrails of scope, timeline, budget and quality
4. Analyzes business requirements, converts requirements to functional and technical specifications, and designs cross functional solutions to meet complex business requirements.  Participated in new technology evaluations
5. Perform and document software application configuration and/or coding,  prepare and execute testing (unit, integration, performance, acceptance) and data conversions using standard tools and following established processes and guidelines.  Perform Quality assurance
6. Mentors and trains team members in product  functionality, development and testing  guidelines, tools, and methodologies
Functional Knowledge
o Demonstrates conceptual and practical expertise in own discipline (ServiceCloud C4C) and basic knowledge of related disciplines including CRM Service and Spares Order Management in ECC. Very familiar with email processing for both the embedded SAP vendor email solution and the AMAT email standard.
Business Expertise
o Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the market,
Problem Solving
o Solves complex problems; takes a new perspective on existing solutions; exercises judgment based on the analysis of multiple sources of information
Interpersonal Skills
o Explains difficult or sensitive information; works to build consensus. Builds alliances with and teamwork with customers, vendors & peers.
Education: Bachelor's Degree
Experience: 4 - 7 Years



Santa Clara, CA



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