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

The offered project is based in the organizational unit Support Delivery AI Technology Germany, which focuses on automating customer support requests. This includes both classical ML techniques and generative AI. During customer interactions aimed at resolving support requests, a significant amount of data is generated. This data includes items such as problem descriptions, proposed solutions, and chat histories. We aim to analyze this data to uncover meaningful patterns and relationships that will help optimize our support process and guide customers towards a faster solution, thus ensuring a smoothly running system and a positive user experience.

The offered position is a great oppo rtunity to apply a variety of ML techniques, including language models, to real-world data. In this project, experience can be gathered how such techniques can reveal patterns hidden in the data that might indicate a potential to improve processes and thus the data quality.

Since we aim to analyze our data to optimize customer contact in terms of efficient solution delivery, planned tasks are to investigate ticket logs that contain numeric data as well as free text and analyze patterns regarding business performance metrics, such as process time, success rates and categorization accuracies. For this purpose, various techniques form ML and AI can be applied, results should be visualized and interpreted with regard to the underlying business processes. Subsequently, hypotheses for improvements of the processes are derived from these analyses and validated as far as possible with the given data.

Ideal candidates have the following experience/skills:

• Student (f/m/d) at a university or a university of applied sciences
• Preferred fields of study: Mathematics, Physics, Chemistry, Biology, Computer science, Engineering, Data science or any field related to quantitative science
• Proficiency in Python programming
• Knowledge in statistics
• Ability to apply ML techniques, such as UMAP and models from scikit-learn
• Basic understanding of the fundamentals of supervised learning, including mathematical optimization
• Language skills: Fluent in German or English

Meet your team

The team’s mission is to improve, automate, and transform the customer support business of SAP using Machine Learning and Data-driven Innovation. We are a Data Science and Technology focused team and we have established a data lake platform used by more than 100 Data Scientists in Service and Support.

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 also describe your experience and skills in foreign languages and computer programs / programming languages.

This is a SAP global, strategic, paid working student position that provides students with opportunities to find purpose in their careers.

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​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 and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide 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.