Intern - Application Management Triage (limited part-time)

 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.

What you'll do
As an Intern at SAP, you have the opportunity to make a direct impact and gain new skills and on-the-job experience while collaborating with colleagues in all lines of business around the world. The purpose of this role within the Functional team is based mainly on email/phone communication (via Outlook or MS Teams) with customers from all over the world and therefore every applicant (triage person) should know at least English language which is the most familiar for all customers over the world. Sometimes interaction and communication with other team members or internal teams is needed. The triage person works on the whole portfolio (full list of service requests) which presents all service requests coming from customers and triage person needs to make initial check of each new service request and then move it to the correct team for further assistance and analysis. The applicant must be team player, resistant to stress and must have good time management skills to be able to handle the objections or to guide the customer through the different issues they face and help our customers with resolution in those cases where it can be resolved very quickly. Some customers might complain about incorrect system behavior (some system bugs, performance issues, etc.) therefore the triage must be able to decide on how to handle each issue reported by our customers and help them based on the priority raised on each service request. Strong troubleshooting and problem-solving skills as well as previous customer service experiences are strongly desired. Mathematic and Economic Knowledge is optional for this position. Other Skills (using MS Office, SAP knowledge, etc.) are highly appreciated for working with excel sheets (mainly CSV files). Every triage person must know how to use the SAP Ariba program and understand the system behavior because he/she needs to cooperate with the customer as well as with our internal teams, so each service request is correctly created/handled and transferred over the teams. There are lots of service requests which need to be handled, therefore analytical skills are needed in order to understand reported issues. The aim is to facilitate the smooth communication between customers and SAP Ariba, so then customers will get requested support engineer (resource) in time manner.

Expected day-to-day tasks:

• Creating and Handling new customer service requests. Investigating reported issues and transferring service requests to the correct team for further analysis

• Active communication with customers via emails (phones if required). Manage opened service requests in a timely manner

• Respond to customer inquiries in a timely manner and within service level objectives (based on the priority)

• Solving simpler service requests where can be solution provided quickly without further analysis

• Perform proactive monitoring of older customer service requests in the given portfolio to ensure timely responses

• Daily fulfillment of site-administration requests from the customers

• Collaboration with team members on the assigning of prioritized service requests

• Being organized and keep track of information (e.g., "to-do" lists, appointment calendars, follow-up file systems)

• Excellent organization and planning skills. Strong troubleshooting, analytical and problem-solving skills

• Fluent English is required and knowledge of other languages would be beneficial

• All other duties as assigned

What you bring 

Are you a self-motivated learner who enjoys taking initiative and challenging the status quo? Are you deadline-oriented and interested in collaborating on projects?

If this sounds like you, do you also bring:

• Preferred fields of studies: IT, Computer Science, Business Informatics

• You must have an active student status at a university

• At least two successfully closed semesters

• At least four semesters left from your studies

Offered salary for the role: 7-8 EUR/hour

Working schedule: 20h/week

​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: 409967  | Work Area: Information Technology  | Expected Travel: 0 - 10%  | Career Status: Student  | Employment Type: Limited Part Time   | Additional Locations: #LI-Hybrid.