Job Description
Job Description Overview Cloud Health Analyst
The primary responsibility of the Cloud Health Analyst is to provide our customers with an engagement model centered around a proactive mindset. The Cloud Health Analyst will use SAP Aribas Cloud Health monitoring platform to enhance the SAP Ariba customer experience by acting on proactive customer-driven alerts and reviewing data trends to identify potential issues before customers report them. The role will require frequent and timely collaboration with customers to communicate findings and results as well as execution of action plans and implementation of short and long-term solutions. The role will also require strong internal cross-functional collaboration and a focus on prompt engagement in a dynamic and fast-paced environment.
Duties and Responsibilities
- Evaluate and respond to proactive alerts
- Proactively Monitor Cloud Health dashboards and reports for potential Issues
- Review Change Request and Service Request data for monitoring opportunities
- Implement and communicate solutions for proactively identified issues to customers, partners, and internal colleagues
- Provide data to support discussions of identified supportability issues
- Act as an End User advocate for product supportability Issues
- Apply and update monitoring thresholds and tolerances
- Collaborate with Cloud Health Engineers, Developers, Experts, and Architects on monitoring improvements.
- Conduct testing and support rollout efforts for newly monitored scenarios
- Create internal/external content for SAP Ariba s User Community and internal knowledgebase
- Collaborate with and develop strong working relationships with cross-functional, global teams
- All other duties as assigned
Skills
- Knowledge on one or more of the following:
- Reading and writing Java and object-oriented programming
- Writing software requirements
- Quality assurance testing
- Software performance troubleshooting
- SSO (Single Sign-on) technologies, particularly SAML
- Splunk Query Language
- Data Science
- Exceptional written and oral communication skills; ability to listen and work with customers in real-time
- Effectively handle challenging customer interactions; maintain poise and professionalism on every interaction
- Ability to manage multiple tasks or projects with changing priorities
- Thrive in a fast-paced environment
- Self-starter, with the willingness to act without requiring detailed instructions
- Ability to work cross-culturally
Qualifications
- Bachelor s degree with a technical discipline
And/OR, Preferably
- Minimum of 2 years of experience in Support, Software Development, IT, or Quality Assurance
- Experience working with Spend Management Solutions
- Experience with Big Data technologies
- Experience in previous technical support, consulting, or customer service role