Deal Support Specialist

Job Description

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

What you'll build:

As an IT End User Support Specialist for Deal Support CoE L2C, you help our customer-facing roles (e.g. sales team) to be more productive, allowing them to focus on the customer first and simplifying the buying experience with SAP. You will bring reliable, qualitative, and professional assistance to both transactional and business-related questions, gaining a deep understanding of how sales operate in a Cloud company. This role focuses on supporting Cloud, On Premise, and Services Sales deal motions and processes.

Core Tasks:

• Handle end-user inquiries via ServiceNow — detecting the problem, troubleshooting, dispatching, and closing the issue.
• Maintain awareness of trending issues and engage with appropriate stakeholders to mitigate escalations.
• Work in a multi-channel environment where support is provided via chat, call-out, and ticketing.
• Support sales processes within SAP CRM and Harmony Quote & Opportunity.
• Exchange best practices and follow standard execution models to maximize team efficiency.
• Participate in, contribute to, or host learning and networking activities to grow know-how and collaboration.
• Test new system features and provide structured feedback.
• Contribute to or lead scope-related or process-related projects.

What you bring:

• Customer-service attitude: polite, helpful, quality-oriented, and empathetic.
• Analytical and inquisitive mindset — asks the right questions and gets to root cause.
• Multitasking and prioritization skills in a fast-paced support environment.
• Strong English communication skills (written and verbal).
• Hands-on experience or strong familiarity with ServiceNow, SAP CRM, and/or Harmony Quote & Opportunity.
• Confidence in navigating challenging situations and finding solutions.
• Ability to work both independently and within a team.
• Bachelor's degree and/or equivalent work experience.

Top 3 Priorities

1. Fast onboarding into ServiceNow workflows and ticket resolution processes
2. Deep understanding of SAP CRM and Harmony Quote & Opportunity to support sales teams
3. Building relationships with stakeholders to proactively prevent and mitigate escalations

Where you belong:

The BASE Team is the liaison between customer-facing roles and their systems, processes, and tools.

The team operates globally with hubs in Prague, Manila, and Buenos Aires.

Bring out your best
SAP innovations help more than four hundred thousand 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 two hundred million users and more than one hundred thousand 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, you can 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 world.

SAP is committed to the values of Equal Employment Opportunity and provides 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.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 454509 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid