BUSINESS SUPPORT SPECIALIST - CAS SERVICE CENTER (F/M/D)

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What you`ll do.
Summary.
Supporting our growing business, we are enhancing capacities in our Global Service Center & Quality Assurance team for ASC Cloud Application Services.
We are looking for a CAS Service Center member, who will work in SAP Ticket systems and support in Master Data Management as well as in Process-, Knowledge- and Quality Management who will analyze tickets, define and report KPIs and support in establishing, integrating, enforcing, improving, train and standardizing processes along the customer lifecycle for a globally acting team.
The Role.
As a regional Service Center member, you will work closely together with our regional customer manager, delivery manager, process- and quality manager.
You will support initiatives in ASC Cloud Application Services to improve quality, globalization, and standardization of our Delivery- and Engagement Management Processes business area.
Using your knowledge about CAS services combined with your system knowledge, you will build up CAS contracts and maintain further master data.
You will be creating awareness of global standards as well as initiation and tracking of corrective actions in collaboration with topic owner to meet quality assurance and expectations.
KPI definition, tracking and reporting are part of your tasks as well as the definition and roll out of standards.
You will execute internal and external user trainings (tools and processes).
One of the main topics will be the analyzing and reporting of tickets across SAP ticket systems and Service Now, SLA violations and check of compliance with quality standards.
What you bring.
Solid related professional experience; Analytical thinking, recognition and understanding of coherencies and dependencies; Basic knowledge of SAP Software; Process Management skills especially ITIL/ITSM knowledge incl.
Service Desk integration; Experience in working with a ticket system; Experience in documentation; Experience in data analyzing, reporting using xlsx and SAP Systems; Fluency in Portuguese/Spanish and English language and the ability to work in global, multi-cultural teams is a key requirement.
About the team.
The Adoption Services Center (ASC) focuses on helping customers adopt their solutions.
The Cloud Application Management is a private cloud managed services provider.
The SAP CAS organization is focusing managed service delivery across the SAP product portfolio for applications, managed security, and testing.
The CAS Service Center and Quality Assurance is responsible for 24x7 Service Desk activities, customer master data, reporting and management of CAS processes, incl.
Quality- and Knowledge Management.
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EOE AA M/F/Vet/Disability.
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Requisition ID.
| Work Area.
Consulting and Professional Services  | Expected Travel.
0 - 10%  | Career Status.
Professional  | Employment Type.
Regular Full Time   | Additional Locations.
#LI-Hybrid.
Requisition ID.
Posted Date.
Dec Work Area.
Consulting and Professional Services Career Status.
Professional Employment Type.
Regular Full Time Expected Travel.
0 - 10% Location.
Sao Paulo, BR,