Solution Manager Customer Service Management - Partner Management (f/m/d)

 We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

PURPOSE AND OBJECTIVES

Our unit Business Process and Solution Management is driving the Golden Process Standard for Customer Support, Cloud Operations and some further functions. This harmonization activity is based on data and facts (value management) and includes the actual onboarding of different SAP Lines of Business and organizational units towards the standard processes and tools. We are a unit of about 50 colleagues, within Product, Data & Technology (PDT) under Service Management Processes and Solutions in the OCEO board area. We are looking for the main driver to identify and replicate business data from SAP systems into accessible databases for Process Mining tools to identify improvement opportunities.

EXPECTATIONS AND TASKS

• Being able to identify and retrieve business data from SAP systems and replicate this data into databases (e.g. Datasphere, Support Data Lake …) that can be accessed from Process Mining tools like Signavio / Service Now.
• Building Business Process Models in Signavio (and optionally Service Now).
• Being able to identify Business Process shortcomings and derive potential room for process improvement from the models and the data.
• Collaborating effectively across various stakeholders in business and other technical units.

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

Required skills:

• Data Engineering - SQL statements, Python coding
• Build API Services in Kubernetes, Process Data in ObjectStore (a plus if knowing one of the skills: Kafka, Kubeflow pipeline)
• Experience in Process Mining data analysis (what kind of data structure is valid for process analysis) in Signavio and / or Service Now.
• Experience in Business Data/BI Analysis (BI reporting, statistic reporting, etc.)
• Being able to guide and facilitate technical and process related discussions within the IT organization and with the business colleagues.
• Ability to collaborate across geographical, organizational, and cultural boundaries.
• Fluent in written and verbal English.

Preferred skills:

• Familiar with Customer Support and / or Cloud Operations processes (ITSM / ITOM) or neighbouring areas.

• Dashboard design for KPIs/metrics to show the value/bottleneck of a business process.
• Agile development methodology
• German language skills

​Bring out your best

SAP innovations help more than four hundred thousand 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 two hundred million users and more than one hundred thousand 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, you can bring out your best.

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: 411449  | Work Area: Information Technology  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.