We are seeking an experienced SAP Integration Expert to design and implement integrations between our customer support platform and SAP systems. You will be responsible for building robust, scalable integrations that enable seamless data flow for helpdesk, CRM, and content management capabilities. 

Key Responsibilities (Integration Development)

• Design and develop SAP integrations following our established integration patterns across Helpdesk, CRM, and Content Management capabilities 

• Build APIs and connectors to pull support tickets, customer data, and knowledge articles from SAP Service Cloud, SAP CRM, and related modules

• Implement data synchronization mechanisms to ensure real-time or near-real time data availability

• Develop and maintain integration documentation, including API specifications and data flow diagrams 
  Technical Implementation 

• Work with SAP APIs (REST, OData, SOAP, BAPIs, RFCs) to extract and transform data  

• Implement authentication mechanisms (OAuth 2.0, SAML, API keys) for secure SAP connectivity

• Candidate must be able to build POST/PATCH OData call with payload to trigger actions in SAP(not just read/extract)

• Build and execute inbound REST/OData API calls to SAP systems including constructing POST and PATCH request with structured payload to trigger actions, update records, and invoke workflow within SAP service cloud SAP CRM and SAP S/4HANA

•  Build data mapping and transformation logic to align SAP data structures with our platform schema

• Optimize integration performance and handle rate limiting, pagination, and error handling
   

  SAP System Analysis (Inbound and Outbound Integration)

  Demonstrate balanced proficiency in both inbound SAP integration ( external systems pushing data/ actions into SAP) and outbound SAP integrations (SAP pushing data to external systems) both directions required 

• Design and build inbound integration patterns including constructing OData/REST POST and PATCH requests with payloads to create or update SAP objects, triggering SAP workflows and action via API and handling SAP response or error structures.

• Identify relevant SAP modules and objects for:

  • Helpdesk: Service tickets, cases, incidents, service requests, and related metadata

  • CRM: Customer master data, contact information, account details, interaction history, opportunities

  • Content Management: Knowledge base content (Note: SAP uses SAP Knowledge Central by NICE for knowledge management, which integrates with SAP Service Cloud - not a separate SAP module called "SAP Knowledge Central")

• Map SAP field structures to our platform's data model

• Understand SAP's ticketing and case management capabilities within Service Cloud and CRM modules

• SAP Customer Experience (CX) suite - comprehensive customer engagement platform

• SAP Service Cloud (formerly SAP C4C) experience in handling service ticketing and case management, and SAP sales cloud familiarity

• SAP CRM - for traditional on-premise CRM functionality 

• SAP S/4HANA - for ERP customer and order data

  Collaboration & Support

  Work closely with product, engineering, and customer success teams to understand integration requirements

• Provide technical guidance on SAP best practices and integration patterns 

• Support customer implementations and troubleshoot integration issues

• Create integration guides and training materials for internal teams