As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

EXPECTATIONS AND TASKS:

• Creates user assistance (UA) deliverables that enable users to deploy, administer, and use SAP Hybris Cloud for Customer. UA deliverables include, but are not limited to, terminology, UI texts, guides, multimedia, scripts, context-sensitive help, tutorials, and social-media content.
• Collaborates and communicates, as applicable, with internal stakeholders, such as subject-matter experts, user experience (UX), product management, development, and product support.
• Collaborates and communicates with external stakeholders such as customers and partners to develop and review UA deliverables through, for example, customer engagement activities, social media, usability tests, and feedback channels.
• Identifies information needs of, among others, users for UA deliverables and other content by researching social media (for example, discussion forums on SAP SCN), and is aware of and responsive to what users are discussing.
• Ensures UI texts are clear and translatable, and support the tasks of the user. Acts as an advocate for an excellent user experience.
• Uses appropriate style and tone for the product and the audience according to the target group and market.
• Gives, receives, and implements feedback on UA deliverables.
• Applies all relevant SAP standards and guidelines for the given product/area, and ensures UA deliverables are aligned with them as well as with the content architecture. Actively provides feedback on these standards and guidelines using the appropriate channels.
• Proofreads and edits content for relevance and linguistic correctness, as well as for terminology that is simple, consistent, and that conforms to industry standards. Submits content for language editing to a UA colleague with first-language proficiency, if required, to ensure high-quality deliverables in the source language.
• Uses the software to test the accuracy of UA deliverables.
• Prepares content for delivery, including the provision of metadata, following the standard production process.
• May plan and coordinate the UA deliverables for a product area or project, as applicable.
• May participate in projects to improve UA tools, processes, and content.
• Follows and applies relevant industry and technology trends for user assistance, as applicable, at SAP.

EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES:

• Ideally first-language proficiency in English, or excellent written and spoken skills in English, preferably with excellent written and spoken skills in one or more local languages.
• University degree (for example, in technical communication or a related subject, such as languages, translation, or media and communication studies).
• 2-7 years of professional experience in information development and working knowledge of DITA content management system and Camtasia / Adobe Captivate will be a plus.
• Flexibility and readiness to work with global teams is necessary

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.