Working Student/Intern (f/m/d): Change Management Customer Experience in Walldorf

Jobbeschreibung

SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.

PURPOSE AND OBJECTIVES
We, the global unit Customer Experience (CX) in the IT Services organization in the Intelligent Enterprise Group (IEG) board area, strive to provide and evolve a seamless and superior experience in the area of SAP’s customer-facing IT. Our purpose is to be our customer’s advocate for a delightful experience with SAP.
2019 is up to further embark on our Run Simple journey to improve the customer & employee experience and drive SAP’s growth and scale as the #1 reference customer. With our TopX Run Simple Programs we are addressing our customers’ and employees’ pain points through fundamental process simplification, enabled by best-in-class technology. The goal: The Best Run SAP.
SAP’s transition into becoming a Cloud company implies lower switching cost for customers and increased expectations towards speed of value realization and solution experience. Our customers are becoming increasingly frustrated: our complexity has resulted in a fragmented, inconsistent, and at times painful customer experience. Moving forward, our 388,000 customers deserve a world-class customer experience. To achieve this, it’s now time to modernize our ticketing and support landscape – our homegrown IT Service Management (ITSM) landscape. SAP’s current ticketing and support landscape has been and still is a pressing topic for employees dealing with internal and customer messages each day. Just imagine, the ITSM landscape has more than 40.000 daily users and 1.3 Mio customer tickets are processed every year.
The need to harmonize and standardize our processes across all Lines of Businesses, on-premise and cloud will lead to a simplification of our support processes and infrastructure to bring down complexity across our entire portfolio.
Process Harmonization and modernization of our ITSM infrastructure will be done in a companywide program called Harmonized Customer Service Management.

For our team, we are looking for you – an outstanding talent in the change management area (including communication, enablement and change management) – who likes to work in a very motivated team with diverse professional backgrounds for Harmonized Customer Service Management. The aim is to support our organizational change management (OCM) Team in driving, defining and living the communications, change management, enablement, training, and community for and with our lines of business contacts in support, development and operations. Low hierarchies and direct project responsibilities enable you to make an impact on the change community.

EXPECTATIONS AND TASKS
You will be involved in the complete OCM actions of the harmonized customer service management project. This can comprise tasks like:

• Understanding the business needs and the challenges
• Support in managing our stakeholder groups in our Lines of Business, Support, Development, Operations and IT
• Support in successfully managing our change community by driving change management through all
• Create enablement material for the harmonized processes as well as the tool introduction
• Successfully communicate to all employees and engage in 2-way communication

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

Required Skills

• Undergraduate or graduate student (f/m/d) in psychology, computer science, business informatics or related fields
• Basic experience with communication
• Basic experience with change management
• Self-reliance, persistence and ability to work in a dynamic environment
• Fluent in English and/or German – verbal and written

Preferred Skills

• Excellent interpersonal, presentation as well as communication skills
• User of spread sheets/ word processing and modern collaboration tools
• Understanding of the requirements of change management, communications, enablement

Your set of application documents should contain a cover letter, a resume in table form, school leaving certificates, certificate of enrollment, current university transcript of records, copies of any academic degrees already earned, and if available, references from former employers (including internships). Please describe as well your experience and skills in foreign languages and computer programs / programming languages.

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WHAT YOU GET FROM US

Success is what you make it. At SAP, we help you make it your own.

A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.

Extra Informationen

Status

Inaktiv

Standort

Walldorf

Jobart

Praktikum

Tätigkeitsbereich

IT / Software-Entwicklung / Programmierung, Kundenservice

Führerschein erforderlich?

Nein

Auto erforderlich?

Nein

Motivationsschreiben erforderlich?

Nein