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Information Technology

Service Quality Analyst

Requisition ID:303252
Work Area: Information Technology
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T3
Hiring Manager: Marta Drewczynska 

Recruiter Name: Sylvie Manasova

 

COMPANY DESCRIPTION

SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives. 

 

 

 

Global Cloud Services (GCS) is responsible for SAP’s infrastructure backend & technical foundation, including data centers and associated technical platforms. These serve as foundation for all of SAP’s Cloud solutions, but also for SAP’s internal development, training, or demo landscapes. The Cloud Control Center is a central team of service operations engineers and analysts within GCS, who perform incident management, service reliability engineering and service quality assurance activities, geared towards prevention, avoidance and fast remediation of cloud service operation issues.

 

We are looking for a Service Quality Analyst who, as part of the Service Quality team, will be responsible for process analytics, reporting, compliance and quality assurance.

 

 

EXPECTATIONS AND TASKS

 

  • Maintaining a KPI framework for measurement and reporting of service delivery quality, and ongoing monitoring and analysis of internal and vendor activities
  • Ensuring that results of analysis are turned into improvements in process and procedure
  • Process governance for vendor SOP (Standard Operating Procedure) is being followed and kept within SLA (Service Level Agreement)
  • Optimize the service delivery lead time through an end-to-end defined service flow
  • Ensuring that Priority Matrix for incident qualification and procedure handling is most efficient to the business need
  • Implement metrics to manage Customer Experience (such as Net Promoter Score - NPS) for Cloud Control Center Team
  • Deliver and manage quality expectations amongst Service Owners, Lines of Business within SAP, and external vendors
  • Contribute to designing and establishing Knowledge Management with the goal of Knowledge Articles and Knowledge Hub, FAQ Database, KEDB (Known Error DataBase) to ensure fast response to customers and fast restoration of services based on ITIL processes
  • Take lead on service quality projects, reports, activities and deliverables. 
  • Liaison between Cloud Control Centre and the operations teams to ensure quality standards are met, and evolving requirements are identified and delivered against.
  • Manage intake and delivery of requests and requirements for the team.
  • Continuous upskilling and enablement of Cloud Control Center employees
  • Educating end-users in other SAP teams (internal customers)

 

 

EDUCATION AND QUALIFICATIONS

 

  • 2+ years supporting technical teams as an analyst or project coordinator
  • Presentation design and data reporting experience
  • Strong experience with PowerPoint, Excel and other presentation tools
  • Excellent analytical skills with ability to troubleshoot problems and find root causes
  • Team player with strong desire to assist and share knowledge
  • Excellent communication and interpersonal skills
  • Ability to work independently, to easily adjust to changes, and stick to deadlines
  • Strong, positive, pro-active problem-solving approach
  • Strong observation and diagnostic skills with ability to give professional feedback
  • Project Management experience is a plus
  • Experience with Software-As-A-Service and/or Cloud technologies is a plus

 

 

WHAT YOU GET FROM US

Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.

SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you 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 (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com).

Successful candidates might be required to undergo a background verification with an external vendor.

 

Service Quality Analyst

Facility:  303252
Posted Date:  Nov 20, 2021
Work Area:  Information Technology
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%
Location: 

Budapest, HU, 1031


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