Intern - Application Management Triage (limited part-time)

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.

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

As an Intern at SAP, you have the opportunity to make a direct impact and gain new skills and on-the-job experience while collaborating with colleagues in all lines of business around the world. The purpose of this role within the Functional team is based mainly on email/phone communication (via Outlook or MS Teams) with customers from all over the world and therefore every applicant (triage person) should know at least English language which is the most familiar for all customers over the world. Sometimes interaction and communication with other team members or internal teams is needed. The triage person works on the whole portfolio (full list of service requests) which presents all service requests coming from customers and triage person needs to make initial check of each new service request and then move it to the correct team for further assistance and analysis. The applicant must be team player, resistant to stress and must have good time management skills to be able to handle the objections or to guide the customer through the different issues they face and help our customers with resolution in those cases where it can be resolved very quickly. Some customers might complain about incorrect system behavior (some system bugs, performance issues, etc.) therefore the triage must be able to decide on how to handle each issue reported by our customers and help them based on the priority raised on each service request. Strong troubleshooting and problem-solving skills as well as previous customer service experiences are strongly desired. Mathematic and Economic Knowledge is optional for this position. Other Skills (using MS Office, SAP knowledge, etc.) are highly appreciated for working with excel sheets (mainly CSV files). Every triage person must know how to use the SAP Ariba program and understand the system behavior because he/she needs to cooperate with the customer as well as with our internal teams, so each service request is correctly created/handled and transferred over the teams. There are lots of service requests which need to be handled, therefore analytical skills are needed in order to understand reported issues. The aim is to facilitate the smooth communication between customers and SAP Ariba, so then customers will get requested support engineer (resource) in time manner.

Expected day-to-day tasks:

• Creating and Handling new customer service requests. Investigating reported issues and transferring service requests to the correct team for further analysis
• Active communication with customers via emails (phones if required). Manage opened service requests in a timely manner
• Respond to customer inquiries in a timely manner and within service level objectives (based on the priority)
• Solving simpler service requests where can be solution provided quickly without further analysis
• Perform proactive monitoring of older customer service requests in the given portfolio to ensure timely responses
• Daily fulfillment of site-administration requests from the customers
• Collaboration with team members on the assigning of prioritized service requests
• Being organized and keep track of information (e.g., "to-do" lists, appointment calendars, follow-up file systems)
• Excellent organization and planning skills. Strong troubleshooting, analytical and problem-solving skills
• Fluent English is required and knowledge of other languages would be beneficial
• All other duties as assigned

What you bring

Are you a self-motivated learner who enjoys taking initiative and challenging the status quo? Are you deadline-oriented and interested in collaborating on projects?
If this sounds like you, do you also bring:

• Preferred fields of studies: IT, Computer Science, Business Informatics
• You must have an active student status at a university
• At least two semesters left from your studies

Offered salary for the role: 9 EUR/hour
Working schedule: 20h/week

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.

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. Requests for reasonable accommodation will be considered on a case-by-case basis.

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.

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.

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