Support Integration Specialist - Solution & User Experience

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.

Summary:

The Business Application, Support, and Engagement (BASE) Team provides qualitative services for business solution and application Deployment, Use, and Support to make you most productive. Connecting business requirements with technical know-how, we commit to engaging until your questions are answered or problems solved. We take pride in bringing high quality, user-oriented support to make complex situations simple and connect the dots for a smoother end-to-end experience. This includes training and informing our users along each step of the way. The team is spread across the world with three main hubs in Prague, Manila, and Buenos Aires. Our team members are motivated and committed to collaborating and partnering for success, aspiring to be a best-in-class support unit.

The Role:

The Support Integration Specialist ensures seamless and consistent user experiences across all support entry points by coordinating system integrations and improving conversational support tools. This role partners with Support, Engineering, and IT to identify operational needs, optimize workflows, and enhance chatbot and virtual assistant interactions. Ideal candidates bring strong analytical skills, a user-cantered mindset, and foundational knowledge of APIs and machine learning capabilities relevant to support operations.

Core Tasks Include:

Integration Coordination & Management

• Manage and maintain integrations between infrastructure and internal systems across all support and user entry points.
• Monitor integration health, identify issues, and coordinate with technical teams for resolution.
• Use foundational API knowledge to understand data flows, troubleshoot issues, and assist with configuration.

Cross-Functional Collaboration

• Work closely with Support, Engineering, and IT to identify integration gaps, workflow inefficiencies, and improvement opportunities.
• Support the development of business requirements and ensure integrations align with user and operational needs.
• Assist in testing, rollout planning, and documentation of new or updated integrations.

Chatbot & Virtual Assistant & Knowledge Base Experience

• Design, refine, and optimize conversational flows for chatbot and virtual assistant tools.
• Update and maintain bot content, logic, and user journeys to improve accuracy, effectiveness, and deflection rates.
• Analyze user interaction data, including ML-driven insights to improve infrastructure performance and user satisfaction.
• Leverage basic ML concepts (e.g., intent training, classification models, NLU behaviour) to support more intelligent automation.
• Ensure seamless integration of our knowledge base

Role Requirements:

• Experience with support systems, workflow platforms, or integration tools.
• Working knowledge of APIs (REST, SOAP, Webhooks, GraphQL basics) and common data formats in that area (JSON, XML, authentication methods).
• Familiarity with machine learning concepts, especially those used support automation.
• Strong analytical, problem-solving, and user experience skills.
• Excellent communication and collaboration abilities.
• Project management skills: looking at facts to drive improvements
• Solid Multitasking/ prioritization skills
• Strong English communication skills
• Comfortable in both a virtual and in-person environment
• Confident with a challenger mindset and a can-do attitude

Preferred Skills (Nice to Have)

• Hands-on experience configuring or administering chatbot/virtual assistant platforms.
• Understanding of support operations, customer experience design, or process mapping.
• Experience reviewing ML model outputs and assisting in training or tuning data.
• Basic understanding of automation platforms or middleware tools.
• ServiceNow knowledge
• JIRA knowledge

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: 443499 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid