Business Support Specialist - CAS Service Center (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.

What you`ll do:

Summary:

Supporting our growing business, we are enhancing capacities in our Global Service Center & Quality Assurance team for ASC Cloud Application Services. We are looking for a CAS Service Center member, who will work in SAP Ticket systems and support in Master Data Management as well as in Process-, Knowledge- and Quality Management who will analyze tickets, define and report KPIs and support in establishing, integrating, enforcing, improving, train and standardizing processes along the customer lifecycle for a globally acting team.

The Role:

As a regional Service Center member, you will work closely together with our regional customer manager, delivery manager, process- and quality manager. You will support initiatives in ASC Cloud Application Services to improve quality, globalization, and standardization of our Delivery- and Engagement Management Processes business area. Using your knowledge about CAS services combined with your system knowledge, you will build up CAS contracts and maintain further master data. You will be creating awareness of global standards as well as initiation and tracking of corrective actions in collaboration with topic owner to meet quality assurance and expectations. KPI definition, tracking and reporting are part of your tasks as well as the definition and roll out of standards. You will execute internal and external user trainings (tools and processes). One of the main topics will be the analyzing and reporting of tickets across SAP ticket systems and Service Now, SLA violations and check of compliance with quality standards.

What you bring:

• Solid related professional experience;
• Analytical thinking, recognition and understanding of coherencies and dependencies;
• Basic knowledge of SAP Software;
• Process Management skills especially ITIL/ITSM knowledge incl. Service Desk integration;
• Experience in working with a ticket system;
• Experience in documentation;
• Experience in data analyzing, reporting using xlsx and SAP Systems;
• Fluency in Portuguese/Spanish and English language and the ability to work in global, multi-cultural teams is a key requirement.

About the team:

The Adoption Services Center (ASC) focuses on helping customers adopt their solutions. The Cloud Application Management is a private cloud managed services provider. The SAP CAS organization is focusing managed service delivery across the SAP product portfolio for applications, managed security, and testing. The CAS Service Center and Quality Assurance is responsible for 24x7 Service Desk activities, customer master data, reporting and management of CAS processes, incl. Quality- and Knowledge Management.

​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: 407841  | Work Area: Consulting and Professional Services  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.