CGI

Position Description:

We are seeking a dedicated and skilled SAP Hybris (now known as Commerce Cloud) Support Consultant to join our team and provide exceptional technical assistance to clients. The SAP Hybris Support Consultant will play a crucial role in ensuring the smooth operation, maintenance, and continuous improvement of SAP Commerce Cloud implementations. The ideal candidate will possess a strong technical background, problem-solving skills, and a customer-centric approach to delivering top-notch support services.

Your future duties and responsibilities:

Key Responsibilities may include:

• Client Support: Serve as the primary point of contact for clients seeking technical assistance with their SAP Commerce Cloud solutions. Respond promptly to support inquiries, troubleshoot issues, and provide effective solutions.
• Issue Resolution: Diagnose and resolve technical problems related to SAP Commerce Cloud, including application functionalities, configuration, integrations, and performance issues. Escalate complex problems to appropriate teams when necessary.
• Incident Management: Track and manage support incidents using designated ticketing systems. Ensure timely updates to clients regarding the status of their inquiries and issues.
• Root Cause Analysis: Conduct thorough investigations to identify the root causes of recurring issues. Collaborate with development and implementation teams to implement preventive measures.
• Documentation: Maintain accurate and up-to-date records of support incidents, solutions provided, and troubleshooting procedures. Create knowledge base articles to facilitate self-service support for clients.
• Configuration Assistance: Assist clients with configuration changes and adjustments within SAP Commerce Cloud to address specific business needs. Provide guidance on best practices and optimal configurations.
• Performance Monitoring: Monitor the performance of SAP Commerce Cloud solutions and proactively identify potential performance bottlenecks. Recommend optimizations to ensure optimal system performance.
• Version Upgrades: Support clients in planning and executing SAP Commerce Cloud version upgrades. Ensure a seamless transition to the latest software releases.
• Collaboration: Work closely with cross-functional teams, including development, implementation, and quality assurance, to resolve complex technical issues and improve the overall client experience.
• Customer Training: Provide training to clients on using SAP Commerce Cloud solutions effectively. Offer guidance on troubleshooting common issues and self-service options.

Required qualifications to be successful in this role:

• Bachelor's degree in Information Technology, Computer Science, or a related field. Master's degree is a plus.
• Proven experience in providing technical support for SAP Commerce Cloud (SAP Hybris) solutions.
• Strong technical proficiency in Java programming, Spring framework, and related technologies.
• Understanding of e-commerce concepts and best practices.
• Familiarity with troubleshooting and diagnostics tools.
• Excellent problem-solving skills and attention to detail.
• Effective communication skills to interact with clients and internal teams.
• Open to being available for on-call responsibilities.
• Comfortable with working during European Shift
• Ability to work in a fast-paced environment and manage multiple support inquiries simultaneously.
• Knowledge of incident management and ticketing systems.
• SAP Commerce Cloud certification or relevant certifications are a plus.
• Technical Proficiency; A strong command of SAP Commerce Cloud (SAP Hybris) technologies, including Java programming, Spring framework, and related tools.
• Troubleshooting Expertise; Ability to diagnose and resolve technical issues, both independently and collaboratively, ensuring smooth system operation.
• E-commerce Understanding; Familiarity with e-commerce concepts, best practices, and customer engagement strategies to effectively address client needs.
• Problem-Solving; Excellent problem-solving skills to analyze complex issues, determine root causes, and provide effective solutions.
• Customer Service; Strong customer-centric approach to deliver responsive, professional, and satisfactory support to clients.
• Communication; Clear and effective communication skills to interact with clients, cross-functional teams, and stakeholders.
• Incident Management; Knowledge of incident management processes and ticketing systems to efficiently track, manage, and resolve support inquiries.
• Collaboration; Ability to collaborate with various teams, including development, implementation, and quality assurance, to resolve issues and optimize solutions.
• Version Management; Familiarity with version control and the ability to assist with SAP Commerce Cloud version upgrades.
• Performance Monitoring; Capability to monitor system performance, identify potential bottlenecks, and recommend optimizations.
• Configuration Expertise; Skilled in assisting clients with configuring SAP Commerce Cloud solutions to meet their specific requirements.
• Documentation; Proficiency in maintaining accurate records of support incidents and creating knowledge base articles for self-service support.
• Time Management; Ability to manage multiple support inquiries simultaneously, ensuring timely and efficient issue resolution.
• Adaptability; Flexibility to adapt to fast-paced environments, evolving technologies, and changing client needs.
• Continuous Learning; Willingness to stay updated with the latest SAP Commerce Cloud developments, industry trends, and advancements.
• Language Skills; Proficiency in languages relevant to client interactions, especially if dealing with international clients during different shifts.
• Interpersonal Skills; Strong interpersonal skills to build rapport with clients and collaborate effectively within a team.

Skills:

• Detail-oriented
• Leadership
• Project Management
• SAP Hana

What you can expect from us:

Insights you can act on

While technology is at the heart of our clients’ digital transformation, we understand that people are at the heart of business success.

When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees “members” because they are CGI shareholders and owners, and, as owners, we enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are today—one of the world’s largest independent providers of IT and business consulting services.

At CGI, we recognize the richness that diversity brings. We strive to create a work culture where everyone belongs, and we collaborate with clients in building more inclusive communities. As an equal opportunity employer, we empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.

Ready to become part of our success story? Join CGI—where your ideas and actions make a difference.