Business Process Management for customer facing support applications - IT Business Services Senior C

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PURPOSE AND OBJECTIVES

The Support Experience Process & Innovation Office (SEPIO) envisions and empowers a word-class support experience through a unique ability to build bridges, work across the customer lifecycle, and deliver innovative processes, solutions, and analytics. We are a unit of about 60 colleagues, within Product, Data & Technology (PDT) under Corporate Processes & Information Technology (CPIT), in the OCEO board area. We are looking for a business process consultant focusing on customer facing support applications, including mission critical support related applications and applications for the customer interaction center unit.

EXPECTATIONS AND TASKS

• Ultimate task and goal is to manage processes and projects that improve customer facing support applications in terms of customer satisfaction, customer self-service rate and support engineer efficiency.
• This is achieved by (partially AI based) automation, pointing customers to the right interaction channels or providing predictive or preventative guidance.
• Support processes have a deep integration from frontend (e.g. SAPforMe/Built-in Support …) to backend (e.g. Service Now or the Mission Critical Support tool suite). Therefore this project lead / project management role requires a deep understanding along the support and mission critical support process.
• It includes a close cooperation with the Customer Support (Technical Support and Mission Critical Support) business to discuss and understand business requirements and their strategic fit. There requirements need to be put into the context of the SAP overall Process Management and IT strategy and ultimately implemented. The implementation requires a close cooperation with the Digital Customer Office and the IT implementation / delivery units because the goal is to achieve optimal results with limited resources.
• Leading and / or managing respective projects, including tracking the progress of JIRA tickets, follow-up with business stakeholders, capturing minutes, communicating results etc.

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

Required skills

• Hands-on experience with Support Processes, Mission Critical Support and / or Customer Interaction Center processes.
• Good technical and architectural understanding of support and mission critical support tools.
• Ability to collaborate across geographical, organizational, and cultural boundaries.
• Fluent in written and verbal English.
• Strong drive for innovative results

Preferred skills

• Project management and business process management experience.
• Group facilitation skills and communication skills

We build breakthroughs together

SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 392087  | Work Area: Information Technology  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.