Job Description

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!

About the SAP Internship Experience Program

The SAP Internship Experience Program is SAP’s global, strategic, paid internship program that provides university students with opportunities to find purpose in their careers.

Three reasons to intern at SAP

Culture of collaboration: meet with mentors, make new friends across the globe and create a thriving personal network.
Project-driven experience: gain cross-functional skills from our virtual and in-person learning sessions, diverse subject matter experts, and project deliverables.
Gain visibility: with SAP Internship Experience Program in your title, you’ll have a global network of SAP leaders, entrepreneurs and career development opportunities at your fingertips.

What you’ll do

Position Title: SAP iXp Intern - Global Customer Enablement Specialist

Location: Remote-Virtual US

Expected Start Date: October 2023

Contract Duration: 6 to 12 months

Work Hours: 32 to 40 hours per week

The Global Customer Enablement (GCE) Specialist role supports SAP SuccessFactors' transparency messaging to inform and empower customers and internal field resources. This role ensures effective communication, problem resolution, and performance analysis within SAP SuccessFactors, ultimately driving customer satisfaction and success.

Working closely with various SAP business and technical teams, the GCE Specialist has several responsibilities. These include creating and delivering communications to support essential operations processes such as incident management, problem management, change management, and major release deployment. Additionally, the specialist manages incident communication by gathering critical outage information and promptly notifying affected customers and internal stakeholders. They also contribute to incident post-mortem documents. In addition, the GCE Specialist plays a vital role in the root cause analysis (RCA) process by analyzing technical RCA data and creating customer-facing explanations for infrastructure and software incidents, including accountability for content reviews and approvals and metric reporting. Furthermore, the specialist analyzes Cloud Operations' Service Level Objectives (SLO), Key Performance Indicators (KPI), and GCE team performance metrics to generate reports for leadership review. Lastly, the specialist analyzes support of automation projects related to enhancing operations processes to support crucial operations processes.

What you bring

We’re looking for someone who takes initiative, perseveres, and stay curious. You like to work on meaningful innovative projects and are energized by lifelong learning.

The ideal candidate will thrive in a highly collaborative, fast-paced environment, is goal-oriented and an innovative thinker. This role involves close collaboration with various SAP business and technical teams that encompasses several key responsibilities:

Create and deliver communications to support crucial operations processes, including incident management, problem management, change management, and major release deployment
Responsible for managing incident communications, gathering critical system outage or functional service degradation information, and promptly notifying affected customers and internal stakeholders. Additionally, they contribute to the development of incident post-mortem documents
Participate in the root cause analysis (RCA) process analyzing technical RCA data to create customer-facing incident explanations, including accountability for content reviews, approvals, and metric reporting within this process
Analyze Cloud Operations' Service Level Objectives (SLO), Key Performance Indicators (KPI) performance data, and GCE team metrics, leveraging the analysis to generate comprehensive reports for leadership review
Support of automation projects related to enhancing operations processes to support crucial operations processes

Experience / Role Requirements

Work effectively in a virtual, global team and develop working relationships across the organization and cultures
Language requirements: Must be fluent in English and possess excellent written and verbal communication skills
Working on high-visibility incident management or issue escalation and resolution initiatives
Fundamental knowledge of contemporary application, and infrastructure technologies and standards
Ability to convert complex technical information and translate it to business language for consumption by our customers and stakeholders
Great analytical skills leveraging a data-driven approach
Exceptional attention to detail as it relates to process and documentation
Strong time management skills
Ability to work in a fast-paced environment, handling multiple priorities

Educational requirements

A college student studying business, technology, or communications