External Workforce Center (EWFC) - Associate

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

 

 

The External Workforce Center (EWFC) partners with the Business to engage a compliant external workforce that delivers on the business needs.

 

To support SAP be Best Run the EWFC supports managers in the positive and compliant engagement of the external workforce population within SAP. This includes implementing and administering guidelines, policies, and processes for managers which help them engage with external workers in their daily operations.

 

EXPECTATIONS AND TASKS

In this role you will manage the end-to-end process of external workers (contractors) within SAP. You will respond to queries relating to external workers through phone calls, online tickets and emails from managers, third party vendors and SAP colleagues.

You will also act as a consultant to managers to educate them on the correct engagement of external workers ensuring compliance with policies and guidelines.

This role requires the handling of confidential data and using HR systems and tools.

 

Role Requirements

Customer Focus 

Applies all elements of customer focus in routine situations including, but not limited to - tickets, hotline, email, Fieldglass support.

 

Constantly works towards long-term success and satisfaction of customers.

• Ensures that customers' success is seen as the top priority
• Manages expectations of customers
• Delivers on promises to customers
• Seizes opportunities to add value to the customer
• Maintains integrity even in challenging customer situations
• Seeks to thoroughly understands customer needs.
• Understands end-to-end external worker processes
• Seeks feedback from customers to identify opportunities for improvement.

 

Communication

Applies all elements of communication in routine situations including, but not limited to - tickets, hotline, email, Fieldglass support.

 

• Works to fully understand people's perspectives
• Communicates clearly, conveying messages in a way that others can understand, in both written and oral communication
• Uses appropriate method of communication and style of communication to specific target groups, situations and media
• Communicates unpleasant messages in a timely and constructive manner
• Ensures understanding, trust and credibility through effective communication.
• Attends to both explicit messages and non-verbal communication
• Team Communication -
  • Effectively settles differences, finds common ground and gains cooperation
  • Encourages and develops people to freely express their opinions and perspectives

 

Quality Focus

• Adheres to EWFC quality standards and commitments.
• Takes on responsibility for producing high quality solutions
• Has a clear understanding of own role within the big picture of quality processes within the organization

 

IT Principles & Data Security

  Applies all elements of IT Principles & Data Security to all work.

 

• Confidently and critically uses relevant technology
• Ensures data security
• Acts according to SAP security standard systems
• Demonstrates a critical attitude towards the validity and reliability of information available

 

Challenge Complexity

  Is able to identify the core of complex scenarios and display it in an understandable way.

 

• Looks beyond symptoms to uncover root causes without over-analyzing
• Provides lean and dynamic solutions for complex and interrelated business processes.
• Identifies the core of complex processes by analyzing information systematically and logically
• Reduces complexity by identifying patterns
• Keeps processes and solutions simple.

 

Data-Driven Decision Making

Ability to utilize relevant and reliable data to inform and guide decision-making. To collect, analyze, and interpret data to make informed choices that align with organizational goals and objectives.

 

• Gathers and analyzes relevant data systematically before reaching conclusions.
• Interprets data accurately to identify trends, patterns, and actionable insights.
• Uses relevant HR systems, tools, and reports to inform decisions.
• Ensures data security and integrity throughout the decision-making process.
• Communicates data-driven conclusions in a way that others can easily understand.

 

 

Consulting

  Ability to partner with the business towards a compliant solution.

 

• Acts as a trusted advisor to requestors on the correct engagement of external workers.
• Educates requestors to ensure compliance with SAP policies, guidelines, and processes.
• Has a clear understanding of the requestor’s needs before recommending solutions.
• Communicates recommendations clearly in both written and oral form.
• Manages the requestor’s expectations and delivers on commitments.

 

 

Results Orientation

Ability to prioritize and focus on achieving individual and team goals and deliverables.

 

• Manages the end-to-end external worker process to achieve timely and accurate outcomes.
• Takes ownership and responsibility in achieving the targets and quality standards.
• Prioritizes tasks effectively to meet deadlines and service level expectations.
• Seizes opportunities to add value and drive continuous improvement in own work.

 

Business Acumen

Ability to understand how the business operates and apply that knowledge to support the compliant engagement of external workforce.

 

• Understands SAP’s business goals, priorities, and how the external workforce contributes to overall success.
• Recognizes how external worker processes align with and support broader organizational objectives.
• Applies knowledge of relevant policies to inform recommendations.

 

 

Stakeholder Management

Ability to build and maintain effective working relationships with managers, suppliers, and colleagues to support the compliant engagement of external workforce.

 

• Identifies and understands the needs, priorities, and expectations of key stakeholders, including managers, third-party vendors, and SAP colleagues.
• Builds trust and credibility through consistent, transparent, and reliable interactions.
• Communicates clearly and appropriately with different stakeholder groups across tickets, hotline, email, and Fieldglass support.
• Manages stakeholder expectations effectively and delivers on commitments.

 

 

 

 

 

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 world.

SAP is committed to the values of Equal Employment Opportunity and provides 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: View email address on jobs.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.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

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

 

AI Usage in the Recruitment Process

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Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 458154 | Work Area: Human Resources | Expected Travel: 0 - 10% | Career Status: Graduate | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid