Consumption CoE Public Cloud Operations (Senior) Specialist

at  SAP

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.

WORK EXPERIENCE:

• University degree is preferred, but not mandatory
• Experience working with Cloud processes is preferred
• Good level of basic Support/Finance knowledge
• 3-5 years related experience is preferred
• Knowledge of SAP support modules and CRM is preferred
• Ability to work with globally distributed cross-functional teams
• Proven track record of execution capabilities for complex topics
• Proven ability to quickly become an expert in a specific topic while not losing track of the big picture
• Demonstrated track record of creating and implementing new processes to drive efficiency and improve customer satisfaction

• Special point of contact for both external and internal customers for consumption related topics
• Reviewing incoming inquiries/disputes and checking against contractual documents, correspondence, consumption records
• Proactively interacts with other SAP support functions (O2I/ Sales/IT-Support/Commercial, Provisioning, Deal Desk)
• Process support requests across L1, L2 and L3 support levels to final resolution
• Assist with complicated cases to L2/L3 support
• Answering of internal/external customer queries within agreed Service Level Agreements
• Use own initiative to improve processes and drive efficiency in the team
• Actively contribute to complex cases resolution
• Create and maintain cluster specific SOP database / Support knowledge base
• Owning communication to customers end-to-end
• Hosting process-oriented calls with stakeholders from diverse backgrounds