Service Quality and Data Analyst

 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.

About the team

Global Cloud Infrastructure & Delivery (GCID) is responsible for SAP’s infrastructure backend & technical foundation, including state-of-the-art data centers and associated technical platforms. These serve as foundation for all of SAP’s Cloud solutions, but also for SAP’s internal development, training, or demo landscapes.

The GCID Reliability Services is a central team of service operations engineers  and analysts within GCS, who perform incident management, service reliability engineering and service quality assurance activities, geared towards prevention, avoidance, and fast remediation of cloud service operation issues.

We are looking for a Service Quality and Data Analyst who, as part of the Service Assurance team, will be responsible for process analytics, reporting, compliance, and quality assurance.

What you´ll do

• Maintaining and developing a KPI framework for measurement and reporting of service delivery quality
• Ongoing monitoring and data analysis of Event, Incident and Major Incident Management team’s performance based on KPIs like time to escalate, time to execute etc.
• Taking accountability for the entire Major Incident cycle – quality oversight from identification to closure of Major Incident in cooperation with the involved operations teams
• Looking for enhanced value-add that our reports offer to top management with regards to make educated, data-driven decisions
• Ensuring that results of analysis are turned into improvements in process and procedure
• Process governance for SOP (Standard Operating Procedure) is being followed and kept within SLA (Service Level Agreement)
• Optimize the service delivery lead time through an end-to-end defined service flow
• Deliver and manage quality expectations amongst Service Owners, Lines of Business within SAP, and external vendors
• Take lead on service quality projects, reports, activities, and deliverables. 
• Liason between Reliability Services and the operations teams to ensure quality standards are met, and evolving requirements are identified and delivered against. 

What you bring

• 3+ years supporting technical teams as an analyst or project coordinator
• Presentation design and data reporting experience
• Strong experience with PowerPoint, Excel and other presentation tools
• Excellent analytical skills with ability to troubleshoot problems and find root causes
• Team player with strong desire to assist and share knowledge
• Excellent communication and interpersonal skills
• Ability to work independently, to easily adjust to changes, and stick to deadlines
• Strong, positive, pro-active problem-solving approach
• Strong observation and diagnostic skills with ability to give professional feedback
• Project Management experience is a plus
• Experience with Software-As-A-Service and/or Cloud technologies is a plus

​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.

EOE AA M/F/Vet/Disability:

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.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 408036  | Work Area: Software-Design and Development  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.