Pros
Great benefits as part of SAP, Great peer group who are always there to help
Cons
Senior Management have no clear direction there is a real feeling in the team that they are making the strategy up on a day by day basis. Everyone is exhausted and there is no end in sight, as soon as we make any progress, another shift out of our control throws us back in the deep end and the cycle starts over it can be a bad release or a system crash or a customer go live that has been badly done and support agents are the ones picking up the pieces and being flogged for it. The team are being handed more and more responsibilities on top of the existing workload and the cracks are appearing cause of the stress which is why half the team have quit. With the exception of one manager who came from an internal techinical team none of the support managers have a clue about the product so they have no understanding of the problems their teams face, most of them cant even navigate basic steps in the product and these are the people trying to comment on the quality of my work when they have no clue what I do or the difficulties in my daily job. It has become very clear that Chicago is no longer a priority for hiring, all hiring now seems to go to cheaper cost centres like Brazil or eastern europe which has killed morale and puts greater pressure on the team. Staff are leaving regularly but management seem blind to it and think it is normal. If you raise a concern you are told 'Don't worry about it' well I am worried about it please answer your staff's concerns!! Pre-pandemic senior managements standard solution to all morale issues was pizza and/or donuts, this does not solve the massive stress caused by the inept control of the workload but now we don't even get the free food. SAP runs an appreciate system where you can get points that convert to $ to show you are appreciated but whenever one of these comes from a manager it is a zero point one which is an empty gesture and really shows how much your valued. Our product has been merged with another SAP product and the messaging we constantly seem to get is the other product is better than ours, Senior Management and the board constantly mention the other product and there is no focus on Fieldglass, message received fieldglass is dead time to move on. When I joined Fieldglass it had a family feel but now that is gone, even across teams the collaboration is now lacking and everything is strictly process based with teams arguing all day over who is responsible rather than doing what is right for the customers. There are a million processes that are always changing you can either try to do your job or you can keep on top of the changes in process there is no time to do it all.
