SAP Connector Support Specialist

at CAI in Springfield, Illinois, United States

Job Description

Job ID Number

R2998

Employment Type

Full time

Worksite Flexibility

Remote

Job Summary

As an SAP Connector Support Specialist, you will be responsible for providing interface maintenance and integration support of varied ERP and ecommerce interfaces.

Job Description

We are looking for an SAP Connector Support Specialist to provide interface maintenance and integration support of varied ERP interfaces. This role will interact with customers and development partners to ensure that high quality deliverables are implemented. This candidate is considered a lead subject matter expert on the connector support team and accountable for achieving Client quality metrics for providing a superior level of customer support/satisfaction and training. This role will ensure that internal and external processes and procedures are developed in support of these efforts. This position will be full-time and remote .

What You’ll Do

+ Provide a high level of proficiency in transaction flows from source system (ERP, eComm, CRM) to transmission files (XML or JSON)

+ Strong knowledge in supported transmission types (XML, JSON) and record types within each transmission (Address Validation, Quotation Requests, Invoice Request, Accruals, and Purchases,) and processing tools such as SoapUI and Postman

+ Perform root cause analysis and resolution related issues

+ Assist in the development and improvement of support procedures to ensure a positive customer experience

+ Responsibility for providing regular communication to the stakeholders on the status of customer related issues and/or projects using issue management system

+ Logging defect/enhancement tickets as needed using the JIRA tracking system

+ Achievement of Client quality and satisfaction metrics for implementation and ongoing customer support activities

+ Participation in daily/weekly triage and production support meetings

+ Facilitate resolution of customers’ issues by logging and verifying bugs/enhancements; updating our customers on problem resolution status; working with development to explain reported verified problem resolution; assisting in testing problem resolution fixes

+ Facilitate interface problem resolution and escalation process

+ Provide guidance and requirements to 3rd party development partners, Solution Managers, Support Representatives and internal development resources so to keep methodologies for developing interfaces to targeted applications efficient and effective

+ Assist in gathering and documenting requirements from customers as they request new functionality and enhancements to Client applications

+ Lead development and documentation of internal processes/procedures, training material; create knowledge content for the customer Help Center

+ Maintain a working knowledge of SAP releases and changes to any ERP functionality. Understanding the ERP marketplace and customer use of ERP modules

+ Establish strong communication channels with all Client departments supporting the alliances effort

+ Lead or participate in other projects or duties as assigned

+ Occasional travel may be required.

+ Must be available for emergency on-call situations as they arise

What You’ll Need

Required:

+ Four-year degree in Business or Computer Science or equivalent education and experience

+ Six (6) years+ experience with vendor interface development environments and processes

+ Experience successfully servicing medium complex client accounts

+ Strong technical and functional knowledge and experience in working with SAP ECC (FI, MM, SD and CRM) application

+ Expert knowledge in supported transmission types (XML, Rest Json) and record types within each transmission (Address Validation, Quotation Requests, Invoice Request, Accruals, and Purchases,) and processing tools such as SoapUI and Postman

+ Firm understanding of log retrieval (customer site logs by connector)

+ Ability to support customers in a multi-connector environment

+ ERP’s, EComm, and CRM solutions as it relates to tax calculation for purchases and sales in the territories that Client supports (US, Canada, VAT)

+ Firm knowledge of the use of adjustment and the process for using them

+ In-depth understanding of vendor interface development environments and processes

+ Visibility and Awareness to the financial transactions that have a transaction tax consequence

+ Knowledge of platforms, operating systems, database management and/or web authoring tools

+ Knowledge of defect tracking systems, support development tools and practices

+ Basic programming skills in at least one language a plus; preferably SQL

+ Knowledge of environmental variables and compilation commands

+ Fundamental understanding of customer’s use of our products

+ Intermediate Microsoft Word and Excel skills

+ Ability to manage and meet internal/external customer’s expectations

+ The ability to deliver basic presentations and answer complex product and tax questions with confidence and poise

+ The ability to solve problems quickly and foster open communications during presentations

+ Excellent listening skills; meets commitments on time; can compromise when necessary; effectively participates in project teams, work groups and meetings

+ Can create project plans that include specific time frame, resource requirements and accountability for each task

+ Excellent oral and written communication skills and interpersonal skills

+ Must be detailed oriented, a team player, and have strong organizational skills

+ Must be able to operate under minimum supervision, make quick decisions and use independent judgment to resolve ERP integration issues

+ Strong diplomacy skills are required

+ Ability to maintain expected attendance at work

+ Ability to manage job-related and personal stress effectively

+ Ability to manage time and priorities effectively by completing tasks in a timely manner

+ Willingness to work additional time, holidays, and weekends, based on business need

+ Ability to listen and understand information and communicate the same

+ Must possess good organizational skills

+ Must be results oriented, customer focused, and exhibit good interpersonal skills

+ Proficiency in Microsoft office packages

Preferred:

+ SAP CRM and SRM experience

+ Familiar with SAP Roadmap and emerging technologies

+ Working knowledge of Sales and Use Tax integration to SAP

+ Experience with SAP workflow

+ Previous experience of enterprise software application in a tax process and consulting services/technology role

+ Applicable ERP certifications

+ Formal Project Management training

Physical Demands

+ Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards.

+ Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

+ Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor.

\#LI-AE

Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.

Equal Employment Opportunity Policy Statement

It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion,