Consumption CoE Public Cloud Operations (Senior) Specialist

<p><span><span><b>We help the world run better</b></span></span></p> <p><span><span>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!</span></span></p> <p> </p> <p><span><span><b>What you´ll do </b></span></span></p> <ul> <li>Special point of contact for both external and internal customers for consumption related topics</li> <li><span><span>Reviewing incoming inquiries/disputes and checking against contractual documents, correspondence, consumption records </span></span></li> <li><span><span>Proactively interacts with other SAP support functions (O2I/ Sales/IT-Support/Commercial, Provisioning, Deal Desk) </span></span></li> <li><span><span>Process support requests across L1, L2 and L3 support levels to final resolution </span></span></li> <li><span><span>Assist with complicated cases to L2/L3 support </span></span></li> <li><span><span>Answering of internal/external customer queries within agreed Service Level Agreements </span></span></li> <li><span><span>Use own initiative to improve processes and drive efficiency in the team </span></span></li> <li><span><span>Actively contribute to complex cases resolution </span></span></li> <li><span><span>Create and maintain cluster specific SOP database / Support knowledge base </span></span></li> <li><span><span>Owning communication to customers end-to-end  </span></span></li> <li><span><span>Hosting process-oriented calls with stakeholders from diverse backgrounds</span></span></li> </ul> <p><span><span> <br/> <b>What you bring</b> </span></span></p> <ul> <li>Experience with SAP systems is preferred</li> <li><span><span>Knowledge on process management and equivalent are preferred </span></span></li> <li><span><span>Advance analytical and problem-solving skills with a strong focus on high-quality results </span></span></li> <li><span><span>Intrinsically motivated, willing to learn and to support team colleagues enthusiastically </span></span></li> <li><span><span>Enjoy working in an agile, fast-changing environment </span></span></li> <li><span><span>Team player, positive attitude and open to feedback </span></span></li> <li><span><span>Dedicated to customer success with a strong customer focus </span></span></li> <li><span><span>Excellent Stakeholder management</span></span></li> <li><span><span>Excellent verbal and written communication skills in English language </span></span></li> </ul> <p> </p> <p><span><span><b>Work Experience </b></span></span></p> <ul> <li><span><span>University degree is preferred, but not mandatory</span></span></li> <li><span><span>Good level of basic Support/Finance knowledge </span></span></li> <li><span><span>3-5 years related experience is preferred </span></span></li> <li><span><span>Knowledge of SAP support modules and CRM is preferred</span></span></li> <li><span><span>Ability to work with globally distributed cross-functional teams </span></span></li> <li><span><span>Proven track record of execution capabilities for complex topics </span></span></li> <li><span><span>Proven ability to quickly become an expert in a specific topic while not losing track of the big picture </span></span></li> <li><span><span>Demonstrated track record of creating and implementing new processes to drive efficiency and improve customer satisfaction</span></span></li> </ul> <p><span><span><span id="cke_bm_1617S"> </span></span></span></p> <p><b>We build breakthroughs together</b></p> <p>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.</p> <p><b>We win with inclusion</b></p> <p>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, a