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

Summary:
As an IT Business Services Senior Consultant, you will develop and maintain applications used by thousands of users globally, working closely with international teams. You'll contribute to technical concepts, architecture, implementation, and operations of SAP’s support processes.

Key Responsibilities:

• Lead Business Process Analysis & Optimization: Analyze current-state business processes to identify opportunities for automation and optimization in alignment with the client's strategic framework and ServiceNow best practices.
• Facilitate Stakeholder Engagement & Requirements Gathering: Conduct workshops with business stakeholders to gather, validate, and document process and functional requirements for ServiceNow Customer Service Management (CSM) implementations.
• Drive ServiceNow CSM Solution Design: Translate business needs into scalable ServiceNow CSM solutions by collaborating with technical teams to design features, demands, and user stories, while managing cross-product dependencies for end-to-end solution quality.
• Support Quality Assurance & Testing Activities: Contribute to test management processes, including upgrades, UAT, and regression testing, ensuring delivered functionalities meet business expectations and quality standards.
• Enable Change Management & Knowledge Transfer: Act as a liaison between business and technical teams, support change adoption by communicating the value and impact of CSM solutions, and document end-user procedures, release notes, and success stories.

What you bring

• Master’s Degree (or equivalent) in Computer Science or related field
• Strong ServiceNow skills and understanding of capabilities & functionalities, focus on Customer Service Management, IT Service Management (>6 years of experience and proofed track record, ServiceNow certifications are advantageous)
• Good knowledge of Process management and translation into technical requirements (demands > features > user stories)
• Familiarity with development lifecycle (demand management, solution design, test management), knowledge with agile development methodologies (e.g. SAFe) is a plus
• Fluent in English; good German language skills
• This role requires a strong technical and functional background, collaboration with global teams, and a proactive approach to taking ownership of your projects

Meet your team

We are responsible for harmonizing and optimizing SAP’s support & cloud operations processes and parts of security operations on a user-centric, innovative platform, focused on delivering a simple, stable, effective and desirable internal (for SAP employees) and external (for SAP customers) customer service management. Central to this effort is the 3rd Party SaaS platform ServiceNow and its applications IT Service Management (ITSM), IT Operations Management (ITOM) and Security Operations Management (SecOps).
By creating this solution, we serve all SAP lines of business and internal cross teams.

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.