Value and Success Management - IT Business Services Senior Consultant

at  SAP

WE HELP THE WORLD RUN BETTER

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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. Apply now!

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

Required skills

• Hands-on experience in the area of Customer Support and / or Cloud Operations and / or Mission Critical Support and / or Customer Interaction Center.
• Strong communication skills, very good written and verbal English skills.
• Creative personality, open for new approaches
• Ability to collaborate across geographical, organizational, and cultural boundaries.
• Strong drive for innovative results

Preferred skills

• Good knowledge of demo tools like Figma, click-through video creation etc.
• Understanding and usage of Large Language Models, e.g. ChatGPT
• Project management and business process management experience.
• Group facilitation skills and communication skills

PURPOSE AND OBJECTIVES

The Support Experience Process & Innovation Office (SEPIO) envisions and empowers a word-class support experience through a unique ability to build bridges, work across the customer lifecycle, and deliver innovative processes, solutions, and analytics. We are a unit of about 60 colleagues, within Product, Data & Technology (PDT) under Corporate Processes & Information Technology (CPIT), in the OCEO board area. We are looking for a value and success management consultant focusing on customer support and cloud operations.

EXPECTATIONS AND TASKS

• Value and Success Management is about making the tangible benefits transparent that are coming with process and tool / application innovations driven by the SEPIO organization.
• The role includes the creation of success and value stories based on all possible assets in close cooperation with colleagues from business analytics and process mining.
• Creation of demos and presentations that bring across in a compelling and easy to understand way the results that have been achieved by innovation projects in customer support and cloud operations. This includes power point presentations, click-through or Figma demos, UI / UX design elements, mock-ups of UIs to convey what the UX might be like for a new experience, Icons, graphics, layouts etc.
• The creation of value stories and other assets is done with the help of latest AI based technology like e.g. ChatGPT. The value stories cover the complete range of assets.
• The role includes as well, to deal with all types of publishing requests with regards to the SAP Support Portal and other SAP websites. This includes the quality control of articles to be published, ensuring that UX and UI guidelines are followed and the cooperation with technical colleagues who upload respective articles to the customer facing SAP websites.
• Supporting the SEPIO leadership team with all types of organizational and administrative tasks, from meeting / event organization via controlling and budgetary topics to keeping minutes and communicating results.