Support Engineer, SAP PM

About Rimini Street, Inc.

Rimini Street, Inc. (Nasdaq: RMNI), a Russell 2000® Company, is a global provider of end-to-end enterprise software support, products and services, the leading third-party support provider for Oracle and SAP software and a Salesforce and AWS partner. The Company has operations globally and offers a comprehensive family of unified solutions to run, manage, support, customize, configure, connect, protect, monitor, and optimize enterprise application, database, and technology software, and enables clients to achieve better business outcomes, significantly reduce costs and reallocate resources for innovation. To date, over 5,300 Fortune 500, Fortune Global 100, midmarket, public sector, and other organizations from a broad range of industries have relied on Rimini Street as their trusted enterprise software solutions provider. To learn more, please visit riministreet.com, and connect with Rimini Street on Twitter, Instagram, Facebook, and LinkedIn. (IR-RMNI).

We are actively seeking a Support Engineer, SAP PM. This is a remote position and can be based anywhere in Brazil.

Position Summary

The role of the Support Engineer is to provide exceptional remote-based support for mission-critical SAP applications as part of our global customer support team. The position has the responsibility for researching, troubleshooting, and supporting of multiple SAP modules for our global clients who use both 4.x and ECC environments. The role of the Support Engineer, SAP requires the expertise and skills to diagnose serious issues; then develop, test, package and deliver fixes for such issues in complex, integrated and highly configured environments. 

Essential Duties and Responsibilities:

- Level 3 Support across - Incident Management, Problem Management, Service Requests, Enhancements, and small projects working on tickets

 - Incident Management:

• Analyzing bugs, defects in the production environment within SLA timelines

• Replicating issues by coordinating with technical developers and other modules consultant based on issue nature

• Coordinate with business users for testing bug fixing, testing the message and flows

• Workaround for high priority tickets

• Root cause analysis and documentations based on requirement to ensure continuous improvement

- Service Request Management:

• How to document on existing configurations

• Master data changes / config changes

- Enhancements / Projects:

• Estimate Enhancements the integration projects through various phases from gathering business requirements/Developing/Testing and deployment

• Gathering and analyzing business/functional requirements and translating them into design specifications

• Working experience on complex customization of programs, t-codes & reports

• Writing unit test scripts and conducting unit and integration tests for the customizations

• Support UAT tests and participate in Cut-Over activities alongside post production changes and hyper care

• Support the assessment of change requests (corrections, enhancements), proposing and developing solutions

- Taking business transition from incumbent vendors / client IT during new client engagement onboarding phase

• o Attending knowledge sharing sessions & Documentations

• o Participating in Job shadow, Reverse Job Shadow phases

- Monitoring Alerts if any on client environment via Rimini Street based tools and or client based tools and addressing them on time

- Ensure compliance with the client's IT processes & internal time tracking

- Working on client support timelines based on geography

- Performance tuning of existing process to contribute on Continuous Improvement

Additional Duties and Responsibilities

• Other job related duties and responsibilities may be assigned from time to time based on progression and nature of opportunities

Experience

• 5+ years of experience with SAP PM module

Skills

• Trouble-shooting skills and tenacity in problem solving

• Passionate focus on customer support and the ability to build long term, successful working relationships with Clients

• Knowledge of key application functionality, tables and relationships

• Excellent interpersonal, presentation and communication skills – verbal & written

• Attention to detail and the ability to learn quickly

• Focus on Client satisfaction

• Demonstrated ability to work independently and as part of a team

• Ability to work calmly and professionally in high pressure situations

• Ability to work from office & ability to work remotely from a home based office in a virtual environment

Preferred Qualifications

• ITIL v3 or ITIL v4 knowledge of working in Support Environment

• Working experience in Global Teams from different geographies & Supporting client time zone

• Working on-call & in shifts depending on nature of engagement

• Ticketing tool - Service Now or related tools experience

• Understanding of Traditional Project Management & Agile Project Management

Education

• Bachelor’s degree/studying Marketing, Advertising, or related graduation.

Location

• São Paulo, Brazil

Language

• Fluent Portuguese and English. Spanish is a plus.

Why Rimini Street?

We are looking for talented, passionate people to help us build our future at Rimini Street. We hire only the best, the most extraordinary professionals and provide compensation, bonuses, and benefits to match the skills of our top-performing team members. Do you thrive in a fast-paced environment, enjoy growing together, and get excited about learning new skills? Are you looking for an opportunity to make a true impact as part of a team of extraordinary professionals? This is the place for you.

Our work is challenging and meaningful. We start and end each day with a sense of achievement and purpose guided by our core values, the Four Cs:

• Company

  • We dream big and innovate boldly. 

• Colleagues

  • We work with extraordinary people who create a culture of mutual respect and collaboration.

• Clients

  • We relentlessly pursue solutions that help clients achieve their goals. Our unmatched client care is rooted in our passion for exceptional service.

• Community

  • We believe in leaving the world a better place than we found it. With the Rimini Street Foundation, we’ve made positive impacts in six continents for over 350 charities.

Accelerating Company Growth

• Nasdaq-listed under ticker symbol RMNI since October 2017 

• Over 5,300 signed clients, including over 180 of the Fortune 500 and Global 100 companies.

• Over 2,000 team members in 23 countries

US and international recognition for industry leadership and philanthropic efforts. See all of our awards and recognitions here: https://www.riministreet.com/company/awards/. 

Rimini Street is committed to creating a diverse and inclusive environment and is proud to be an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, national origin, sexual orientation, gender or gender identity, disability, protected veteran status, or any other characteristic protected by law. 

To learn more about how Rimini Street is redefining the enterprise software support industry, visit http://www.riministreet.com.

Please Note: Rimini Street does not accept resumes submitted by recruiting/staffing firms unless specifically requested by Human Resources. Unsolicited resumes will be ineligible for referral fees.