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

1. Culture of collaboration: meet with mentors, make new friends across the globe and create a thriving personal network.
2. Project-driven experience: gain cross-functional skills from our virtual and in-person learning sessions, diverse subject matter experts, and project deliverables.
3. 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

Meet your team

The Global Customer Enablement (GCE) team supports creating and distributing customer and internal Field communications for the SAP SuccessFactors Regional Operation Centers (ROC) and Product Engineering organizations, covering all time zones. The GCE team analyzes Cloud Operations Data Centers' Service Level Objectives (SLO), Key Performance Indicators (KPI), and GCE team metric data to generate and deliver Cloud Operations reports to the SAP SuccessFactors Leadership team.

In partnership with Global Cloud Services and SAP SuccessFactors Cloud Operations organizations, GCE delivers time-sensitive communications that support Incident Management, Problem Management, Change Management, and Major Code Release Deployment. Additionally, GCE supports Product Engineering organizations' communications for pre-release changes or product transition initiatives that require customer awareness and preparations.

We build breakthroughs together

SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.

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.

Compensation Range Transparency : SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the hourly base salary rate range applicable for the posted role. The targeted range for this position is 15-62 USD. The actual amount to be offered to the successful candidates will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. SAP offers limited benefits for employees hired into hourly or like roles subject to appliable plan/policy terms. A summary of benefits and eligibility requirements can be found by clicking this link: SAP North America Benefits.

Requisition ID: 380236 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Student | Employment Type: Intern | Additional Locations: Virtual - USA #LI-Hybrid

SAP is one of the biggest business software companies in the world. We collaborate every day to help make the world run better and improve people's lives. Every day, we help companies and organizations of all sizes and industries to run their businesses profitably, to adapt continuously, and grow sustainably.