SAP NS2 Customer Experience Platform Developer

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.

NS2 COMPANY DESCRIPTION

SAP is the global market leader for business software and related services. SAP National Security Services Inc.® (SAP NS2®) is an independent U.S. subsidiary of SAP. At SAP NS2, we leverage best-in-breed technologies engineered by SAP to protect the lives, assets and information of Americans. We offer SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers.

This position requires access to customer data; Must be a U.S. citizen. SAP NS2 does not offer Visa sponsorships for this role. All internals must have manager’s approval to transfer.

Role Purpose

Customer Success & Support owns the delivery of a best-in-class customer experience. When customers call with urgent issues, SLA questions, or escalation concerns, we are accountable for the outcome. To better control our own destiny and accelerate innovation, we are building technical capability directly within CS&S.

This role will design and build (hands-on) customer-facing tools and automation on SAP BTP that materially improve how customers interact with us — starting with a live Customer Cockpit and expanding into proactive alerts, SLA visibility, and AI-enabled workflow automation.

Job Responsibilities

1. Customer Cockpit (Primary Initiative)

• Design and build a customer-facing portal providing:

• SLA visibility

• Open ticket tracking

• Status transparency

• Relevant alerts and updates

• Collaborate with Support & Success leaders to understand and refine feature requirements based on real customer needs

• Support the team in moving this initiative from concept through implementation and into production

2. Proactive Alerts & Customer Transparency

• Build automated alerts tied to:

• SLA thresholds

• Incident milestones

• Escalation triggers

• Assist in improving customer visibility and reducing inbound “status check” calls through better reporting and automation

3. AI & Automation Enablement

• Integrate AI-driven workflows into support and success processes

• Contribute to measurable improvements in:

• Time to resolution

• Effort reduction

• Escalation prevention

• Help define and instrument metrics to track impact

4. Architecture & Integration Leadership

• Configure and build solutions on SAP BTP

• Work with data sources and integration points across systems (e.g., ServiceNow, CLM, CRM tools)

• Participate in cross-team discussions where data alignment is required

• Follow established best practices to support scalable, secure architectures

Requirements/Must Haves:

• Some hands-on experience (coursework, projects, internships, or prior roles) configuring or building applications on SAP BTP or a comparable cloud platform, with a willingness to deepen SAP BTP skills

• Ability to work with data from multiple sources and learn how to navigate integration points

• Comfort gathering and clarifying business requirements and helping translate them into technical tasks or configurations

• Strong problem-solving mindset and the ability to make steady progress with guidance

• Clear written and verbal communication skills with both technical and non-technical stakeholders

Preferred Qualifications:

• Experience in or exposure to SaaS customer support or customer success environments

• Exposure to AI-enabled workflows or automation tools

• Understanding of SLA-driven service environments

• Familiarity with ServiceNow or CRM integrations

Note: The job description is meant to be a guideline. It is not exhaustive, and we will expect the selected candidate to show flexibility and eagerness to undertake varied tasks and projects.

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, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted annual combined range for this position is 90000-198500USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.

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: 454228 | Work Area: Software-Design and Development | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid