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Do you demand the best from your professional career? Are you inspired by excellence? At
SAP, you will have the power to make a real impact. As the global market leader for business
software, SAP helps companies and organizations in more than 25 industries to run better.
PURPOSE AND OBJECTIVES
A new Shared Service Center is being established to support the inquiry process and global
process steps for SAP’s global external workforce. The External Workforce Center (EWFC)
Associate Consultants are responsible for fielding phone calls, on-line tickets and emails from
managers, third party vendors, and other SAP colleagues regarding all External
Workforce-related questions. The Assoc. Consultant will also be responsible for EW project
related activities and helping to shape the future process flows.
EXPECTATIONS AND TASKS
EWFC Associates are responsible for fielding phone calls, on-line tickets and emails from
managers, third party vendors, and other SAP colleagues regarding all external worker-related
questions. The Associate will utilize an on-line knowledge base to provide timely and accurate
answers to inquiries. Inquiries that cannot be answered from the knowledge base or other tools
available to them (e.g. Portal, process maps, vendor websites) are escalated to an EWFC
Associate. EWFC Associates are responsible for meeting the established service level
agreements while focusing on delivering quality customer service to CC Mgrs and HRBPs,
responsible for keeping the KB up to date, administering process work, and project support as
In addition to responding to inquiries, the EWFC Associate will be responsible for completing
process steps for the EWFC internal processes. These are related to ensuring compliance in
data as well as educating CC Mgrs on the policies and guidelines around external workers at
Because the position will involve handling confidential data it will be required that the Associate
follow guidelines and policies in managing confidential data.
EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES
• Customer Service Skills
• Teamwork and Collaboration
• Quality Focus
• Results Driven
• Excellent written and verbal communication skills
• Detail oriented
• Ability to multi-task and set priorities
• Comfortable in a fast-paced environment
• MS Office experience
• Prior experience in a business office environment
• Secondary language skills a plus (i.e. German)
• 0 < 3 years HR or customer service experience
• Strong communication skills
• Bi-lingual skills as needed
• Bachelor’s Degree or comparable experience, Master’s student is a plus
SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees.
We aspire to leverage the qualities and appreciate the unique competencies that each person
brings to the company.
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