Cloud Ops Business Support Associate Job

Job description

Requisition ID: 104200
Work Area: Information Technology
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time

COMPANY DESCRIPTION

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.

Job Title: Cloud Ops Support Associate, HCM Cloud Ops Service Delivery

COMPANY DESCRIPTION:

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

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ROLE DESCRIPTION:

Within the HCM Cloud Delivery organization, the Cloud Ops Sales Support team assumes SAP-wide ownership for contractual deviations pursuant to SAAS and Cloud Operations and operational related sales support inquiries.

The Cloud Ops Sales Support team aligns with internal stakeholders to ensure education, policies and procedures are maintained.

It is your task as a SAAS and Cloud Ops expert to support the Sales organization with information that notifies, advises and updates the team on best practices in serving the customer while adhering to company policy and procedures. The position is a unique opportunity to develop and grow your talents and utilizes your solution expertise in a global role coping with both, business and technology.

Reports to: KellieAnn Berlin, HCM Cloud Delivery

Global Job Summary:

· Executes operational tasks independently and deals with sales queries. Gains a good knowledge of standard processes and related transactions. Maintains good relationship with external and internal customers.
· Cooperation and Communication with internal and external customers
· Preparation of process documentation / working instructions
· Supporting other team members as back up
· Support projects and/or Improvement activities
· Participates in quarterly sales resolution
· Support sales with customer contract activities which includes addressing business operational inquiries and review of deviation of standard contractual language for compliance

EXPECTATIONS AND TASKS:

· Contract Validation: Work closely with internal Sales, Pricing, and Revenue Recognition teams during the drafting and negotiation process.
· Anticipate problems and initiate actions to resolve using professional concepts, company policies and procedures
· Drive efficiency and process improvements. Support on projects, reporting and monitoring activities.
· Review and interpret software contracts terms and conditions, and be able to confirm validity and accuracy according internal policies.
· On time process of sales inquiry via the Business Operations Sales Support alias
· Generate credit justification to Finance for customer initiate SLA credit request
· Support Sales teams on customer records, billing research and general queries.
· Provide post-sales support
· Answering internal and external queries regarding Service Level Agreement
· Drive efficiency and process improvements. Support on projects, reporting and monitoring activities.
· Archiving and maintaining all contractual documentation
· Perform quality assurance and business/IT process improvement activities in support of Data Center Operations. Identify gaps in current process and recommend steps to minimize risk
· Work with Quality Assurance team to schedule Data Center and Security audits. -Manage and maintain –Maintain Data Center Operations JAM site and update Cloud Operations Guide as required

· Evaluate changes in Data Center Operations services and assist with data gathering to justify pricing changes and/or new SKU's to RevRec that better align with our Data Center SaaS Offerings.

• WORK EXPERIENCE:

· Experience working within a shared service center and/or operations related field is an advantage

· 3 to 5 years of experience in operations or business management role

· Advanced written and spoken English skills

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES:

· Successfully completed Secondary Education
· Bachelor´s degree (Business/Accounting field)
· Fluent in English with excellent communication skills.
· Team player
· Extremely detail-oriented, organized and with strong follow-up skills
· Must be able to multitask, prioritize and solve problems with little direct supervision
· Strong work ethics

SAP'S DIVERSITY COMMITMENT

To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable 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 (Americas: ************@*******.** or ************@*******.** , APJ: ************@*******.** , EMEA: ************@*******.** ). Requests for reasonable accommodation will be considered on a case-by-case basis.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.

Additional Locations: No Selection

Nearest Major Market: Washington DC
Job Segment: Cloud, ERP, SAP, Technology, Operations, Research
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