Technical Writing Manager/UA Development Manager

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.

About the team

Reporting to the senior UA Manager located in Canada, you will apply your effective communication, adaptive leadership, people, and project management skills in this UA Manager role.

As this role is hybrid office and remote, you will be expected to spend part of your week in the Prague office to work collaboratively with local direct reports and establish a local Concur UA presence.

Members of SAP Concur UA are currently located in Canada, USA, Brazil, Hungary, and the Czech Republic. We meet with each other virtually and a few times weekly near the start of North America’s business day and the end of your workday (CET) to discuss many important topics and strategy.

Like development, User Assistance (UA) is a core function. It goes into every app and every feature that SAP develops.

It's the UI text that users see as they interact with our software, in-app hotspots, interactive graphics, and videos. It’s the information that allows our users to install, configure, customize, and use SAP software -- but it's not documentation as usual.

As a people manager, you are responsible for supporting the success of not only your direct reports, but the success of all employees within the larger team you are a part by helping to identify development opportunities and supporting team members to achieve their goals.

You are expected to know about the members of your extended team and share insights with your peer managers. Look for opportunities to coach and recognize employees directly and provide just-in-time feedback so that employees can reflect on your input immediately.

What you´ll do

Tasks

• Local and remote people management of Concur UA developers in the CET timezone and collaborate remotely with the broader global team.
• Plan and coordinates the design, development, and editing of different types of user assistance deliverables (e.g., documentation, terminology, help portal, conversational UI, videos and much more).
• Research information needs of users through collaboration both internally with subject-matter experts, as well as externally with users, for example by participating in customer engagement activities.
• Acquire and organize the collection of source information, such as functional specifications or user stories.
• Prepare content for delivery following the standard production processes, including the provision of metadata.
• Participate in steering boards as the voice of Concur User Assistance (UA).

Responsibilities

• Inspires UA Devs and Dev Architects to work toward goal accomplishment; promotes a strong sense of urgency for reaching goals and meeting deadlines
• Helps others set clear, ongoing performance and challenging development goals based on organizational direction
• Creates an environment of continuous learning
• Actively seeks to coach and support personal development, develop essential skills, and change behaviors
• Understands how to give and receive feedback
• Regularly offers feedback to help others develop
• Builds a high-performance team by hiring the best quality people from outside/within the company and creating open opportunities for employees to use and extend skills in their daily work
• Ensures timely delivery of UA deliverables in accordance with the relevant standards
• Drives innovation and vision within the SAP-wide UA community. This includes defining and sharing UA innovation concepts, in line with the SAP strategy.
• Ensures strategy roll-out and translation of the overall strategy as it relates to own team/organization
• Drives continuous improvement, issue resolution, and escalation
• Leads complex, cross-departmental/cross-company projects related to UA or translation
• Proactively strives to understand customer and business needs and facilitates collaboration and communication with external stakeholders such as customers and partners
• Acts as trusted advisor to executive level, UA, and development communities
• Acts as role model by demonstrating accountability and commitment, showing initiative, being proactive, and adopting an open and transparent communication approach
• Fulfills the SAP leadership competencies

What you bring

• 10+ years as a Technical Writer (experience with DITA CMS, Oxygen XML, IXIA CCMS, JIRA, and Confluence preferred)
• 5 + years leading several projects with multiple team members
• 2 + years as manager of technical writers
• Proven leadership skills in the following areas:
  • Accountability: manages resources, ensuring business critical & innovative results; builds action plans and makes operational decisions on policies, tactics, resources critical to the function's business success to ensure delivery against strategy of the function or team
  • Communication: encourages and develops team to cooperate and to freely express their opinions; communicates unpleasant messages in a timely and constructive manner to team; formulates clear objectives and strategies and work assignments

​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: 421187  | Work Area: Software-Design and Development  | Expected Travel: 0 - 10%  | Career Status: Management  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.