12 days old
2017-12-042018-01-03

Incident/Problem Manager - Concur Job

SAP
Bellevue, WA
Incident/Problem Manager - Concur Job Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com). Requests for reasonable accommodation will be considered on a case-by-case basis. EOE AA M/F/Vet/Disability: Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability. Additional Locations:" />

Incident/Problem Manager - Concur Job

Date: Nov 17, 2017

Location: Bellevue, WA, US

Company: SAP

Requisition ID: 161464

 

COMPANY DESCRIPTION

 

As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

 

Concur, an SAP company, takes companies of all sizes beyond automation to a completely connected spend management solution encompassing travel, expense, invoice, compliance and risk. For more than 20 years, our global expertise and industry-leading innovation has kept customers a step ahead with time-saving tools, leading-edge technology and connected data.

 

We drive innovation forward until it becomes the new normal, but we’ll never accept business as usual if there’s an opportunity for business to be better. Want to be a part of something amazing? Check us out at:

 

Be a part of one of the largest SaaS providers in the world and make a real difference for our customers. We are looking for confident and talented individuals who understand technology, process, and people, and can bring them all together to create a better experience for Concur’s customers. This opportunity is about putting your mark on the core of the Concur business through excellence in Incident and Problem management. You will be central to our efforts of ensuring our customers have the best possible service experience.

Job Overview:
You will be responsible for the execution, education, and continuous improvement of our Service Management processes, focusing on Incident and Problem Management. You will be part of a team that takes our Incident and Problem management to the next level, executing with excellence and driving adoption and awareness across all of Concur. When you aren’t managing incidents, you will be providing support and guidance to all of our technology teams to ensure effective problem management. As an evangelist for our Service Management processes you will help others understand the roles and responsibilities and the business value that our processes provide.

 

Description:

  • The Incident/Problem Manager is responsible for managing major service impacting incidents as part of a 24/7 globally distributed team
  • You will drive incidents to resolution, providing structure, coordination, and consistency.
  • The right person for this role must have the confidence and skill to direct others in high-pressure situations, keeping people on task, and making sure they are doing everything possible to achieve the best results for our customers
  • When the incidents are over, you will be working with relevant teams, driving to root cause and ensuring corrective actions are identified and implemented.
  • You need the ability to evaluate the current state of our processes, identify areas of improvements, and implement those improvements across the organization
  • You must have a strong analytical approach, understanding the need for KPIs and metrics to demonstrate value and to provide feedback into the improvement process
  • To be successful in this role you must be able to demonstrate the business value that processes provide and influence the service teams to effectively adopt and follow the processes on an ongoing basis
  • You must be able to work with variety of people, including engineers, program managers, and executive management

    Duties:
  • Participate in critical incident management 24/7 rotation
  • Drive Problem Management to identify root cause and corrective actions
  • Provide training for all roles within the Incident and Problem Management processes
  • Establish metrics and reporting to create visibility into adoption and effectiveness of processes
  • Define and implement improvements to Concur’s Incident Management process
  • Define and implement improvements to Concur’s Problem Management process
  • Promote the role and value of Service Management processes across the entire organization
  • Adapt Service Management processes to integrate with evolving DevOps practices
  • Work across organizational boundaries, bringing together people with diverse perspectives and experience to find solutions

 

  Requirements:
  • 3+ years managing major incidents to resolution
  • Proven experience driving down MTTR and MTBF through Incident and Problem Management
  • A minimum of 3 years experience defining and implementing Service Management processes
  • Experience working with Service Management systems such as ServiceNow, Remedy, and Jira
  • Strong written skills for communicating directly with executive management and customers
  • ITIL Foundations certification
  • Demonstrated experience with large scale SaaS systems
  • Success working across organizational boundaries, bringing together people with diverse perspectives and experience to find solutions
  • Demonstrate a proactive approach to detecting and resolving issues
  • Displays mature mindset and operates independently
  • Adapts to new, last minute, unplanned, and difficult assignments
  • Comfortable working with in a distributed team located in multiple time zones

    Value Competencies:

    • Displays passion for & responsibility to the customer
    • Hires, develops & rewards great people
    • Displays leadership through innovation in everything you do
    • Displays a passion for what you do and a drive to improve
    • Displays a relentless commitment to win
    • Displays personal & corporate integrity

SAP'S DIVERSITY COMMITMENT

To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable 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 (Americas: or , APJ: , EMEA: ). Requests for reasonable accommodation will be considered on a case-by-case basis.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.

Additional Locations:

Categories

  • Financial Services

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Incident/Problem Manager - Concur Job

SAP
Bellevue, WA

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SAP
Bellevue, WA

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