SAP Business Support Specialist - Agile Support Liaison for Finance

 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.

The organization:

IE Business Solutions delivers business solutions that add unquestionable value to SAP’s mission through the power of agility, ease of use, performance, and innovative SAP technologies. Sales Solutions and Support is responsible for the creation, implementation, enablement, and support of sales technology covering lead to close, partners and customer success across all of SAP's sales regions, LOB and market units. Being integrated directly into SAPs strategy and field organization gives our team the ability to drive standard operational execution, simplify, leverage best practices, and scale with a strong focus on business partnership and customer value.

The Team:

The Business Support team bridges the connection between sales (Customer Success) users, their daily applications and tasks, and technical development. Sales Solution Support specializes on delivering high quality, user-oriented support – from troubleshooting to resolution - through multiple staffed and self-serviced channels and across 30+ applications, business topics, and dashboards for all Customer Success (sales) functions. 
90% of inquiries resolved by our teams related to deal-critical support and are both transactional and business-oriented in nature. Jointly, the team also maintains a high focus on driving scalability through innovative support technologies and proactive readiness and deployment activities. 

The function:
SAP’s Business Services is the official job-catalogue nomination of our service, referring to shared services who deliver tactical execution services end-to-end. Delivery occurs in standardized, scalable, and automated ways with the ambition to raise sales productivity. 

The role:

As a Business Support Specialist your priority focus is on our internal customers – sales and customer success roles who require reliable, qualitative, accurate, and professional assistance on both transactional and business-related questions.

You are a part of a team and expected to work efficiently within and across the organization – this means collaborating with direct and extended peers, but also understanding the network to build relevant relationships and knowhow. Furthermore, you will develop your process, technology, and business knowledge not only to resolve but also proactively position the topics you support.

As Agile Support Liaison for Finance Topics, you enable our support services to be more productive through the right finance partnerships, support processes, and expertise - albeit being an active agent. This allows everyone to focus on the customer first, while operating seamlessly in an empowered, balanced, and effective manner. 

In your role, you will therefore combine two roles: As agent, you bring reliable, qualitative, and professional assistance on both transactional and advanced business-related questions. In your liaison role, you will project and stakeholder manage towards specific goals and deliverables while building up your expertise. You aim to evolve our support processes, scope, and infrastructures.

Core tasks include:
 

• Handling end-user inquiries – detecting the problem, troubleshooting, dispatching, and closing the issue
• Working in a multi-channel environment where support is provided via chat, call-out, ticketing,… You may engage in simple exchanges or more complex consultations based on your growing levels of expertise
• Leveraging insights to identify opportunities for improvement – from a support, knowledge, or collaboration perspective.
• Providing subject matter expertise, connecting the right dots at the right time to navigate content-specific escalations or actions with transparency and professionalism
• Share and multiply insights for the purpose of higher agent and business productivity
• Engaging early with product or process management to understand commercial models and the role our team can play in supporting them
• Fostering content creation and serving as editor in the review process
• Identifying enhancements or opportunities to drive ticket avoidance
   

What you bring:

The right candidate is curious, solution oriented with inherent leadership abilities. S/he is a fast learner and easily communicates and connects with people, virtually or in person. 

In addition, you will bring:
 

• A customer-service attitude: polite, helpful, quality-oriented and empathic
• Analytical skills/Inquisitive mindset: asks the right questions 
• Business-oriented project management skills: looking at facts to drive improvements
• Solid Multitasking/ prioritization skills
• Strong English communication skills – incl. influencer skills and presenting with confidence
• A can-do attitude
• Confidence in navigating challenging situations and conflict
• A bachelor’s degree and or equivalent work experience - we are looking for someone with some experience, therefore comfortable in a corporate environment
• You have the ambition to either grow into a leadership or senior project management role
   

Meet your team:

The Business Agility, Support, and Enablement (BASE) Team provides qualitative services for business solution and application DEPLOYMENT, USE, and SUPPORT to make you most productive. Connecting business requirements with technical knowhow, we commit to engage until your questions are answered or problems solved. We take pride in bringing high quality, user-oriented support to make complex situations simple and connect the dots for a smoother end-to-end experience. This includes training and informing our users along each step of the way. The team is spread across the world with three main hubs in Prague, Manila, and Buenos Aires. Our team members are motivated and committed to collaborate and partner for success, aspiring to be a best-in-class support unit.
 

​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: 408307  | Work Area: Sales Operations  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.