XML, Web application development, CSS, SQL or Microsoft Access preferredSalesforce, Atlassian, Webex and other relevant support systems preferredExperience with library workflow tools such as OPACs, discovery layers, academic research tools and other bibliographic records systemsDemonstrated experience with troubleshooting in UNIX systems and/or Oracle databases

Intern will provide support for the Account Services Customer Facing roles (Contract Admin, reports, handle tasks coordination and interphase with Business Units areas in cross organization initiatives). Some customer interaction related to ongoing project or services might be needed with minimum supervision.Apply growing technical knowledge to operate a technology area (e.g. server administration, technical security management, performance management) or customer group with limited risk/complexity.Integrate technical knowledge and business understanding to create solutions for customers.

You will provide engineering expertise to troubleshoot, modify and engineer software solutions and configurations to ensure the product/solution performs within optimal design specifications.You will investigate, debug and reproduce issues, provide fixes and workarounds and verify changes to ensure continued operability of the software solution.You will demonstrate continuous improvements and increased efficiency to the software or business processes utilizing Software Engineering tools, innovative techniques and the reuse of existing solutions.You will contribute to meeting the SLAs and KPIs as applicable for the account and unit - for example, responsiveness, resolution, software quality, etc.You will communicate with internal/external customers to enhance the understanding of customer problems, and verify that an appropriate resolution has been applied.

Supports sales to delivery handover and customer onboarding to SAP Enterprise Cloud ServicesInitiates digital service kick off for customersContributes to onboarding/transitioning customers to ECSSupports in de-escalations of critical customer situationsSupports critical customer situations in conjunction with Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams and SAP Product Support, as applicableExecutes technical feasibility studies / solution reviews (if applicable)Contributes to customer release and maintenance activitiesSupports customers on technical requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagementExecutes and supports problem management and continuous improvementSupport customer satisfaction surveysReviews SLA service credit casesSupports commercial change requestsContributes to the liaison with different SAP stakeholders, esp. Virtual customer success partner involved in the accounts, to ensure customer successSupports in reviewing account status and analyzing if account needs to be transitioned to another team, based on growth in volume or complexity of the account overtime.