Business Support Specialist

**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.
**What you'll do**:
Summary:
Supporting our growing business, we are enhancing capacities in our Global Service Center & Quality Assurance team for ASC Cloud Application Services. We are looking for a CAS Service Center member, who will work in SAP Ticket systems and support in Master Data Management as well as in Process-, Knowledge
- and Quality Management who will analyze tickets, define and report KPIs and support in establishing, integrating, enforcing, improving, train and standardizing processes along the customer lifecycle for a globally acting team.
**The Role**:
As a regional Service Center member, you will work closely together with our regional customer manager, delivery manager, process
- and quality manager. You will support initiatives in ASC Cloud Application Services to improve quality, globalization, and standardization of our Delivery
- and Engagement Management Processes business area. Using your knowledge about CAS services combined with your system knowledge, you will build up CAS contracts and maintain further master data. You will be creating awareness of global standards as well as initiation and tracking of corrective actions in collaboration with topic owner to meet quality assurance and expectations. KPI definition, tracking and reporting are part of your tasks as well as the definition and roll out of standards. You will execute internal and external user trainings (tools and processes). One of the main topics will be the analyzing and reporting of tickets across SAP ticket systems and Service Now, SLA violations and check of compliance with quality standards.
**What you bring**:
- Solid related professional experience;
- Analytical thinking, recognition and understanding of coherencies and dependencies;
- Basic knowledge of SAP Software;
- Process Management skills especially ITIL/ITSM knowledge incl. Service Desk integration;
- Experience in working with a ticket system;
- Experience in documentation;
- Experience in data analyzing, reporting using xlsx and SAP Systems;
- Fluency in Portuguese/Spanish and English language and the ability to work in global, multi-cultural teams is a key requirement.
**About the team**:
- and Knowledge Management.
**Bring out your best**
**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.
**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.
Requisition ID: | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.

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