SAP NS2 Customer Experience Platform Developer Job Herndon area,Virginia USA,IT/Tech

Role Purpose

Customer Success & Support owns the delivery of a best‑in‑class customer experience. When customers call with urgent issues, SLA questions, or escalation concerns, we are accountable for the outcome. This role will design and build customer‑facing tools and automation on SAP BTP that materially improve how customers interact with us — starting with a live Customer Cockpit and expanding into proactive alerts, SLA visibility, and AI‑enabled workflow automation.

Job Responsibilities

Customer Cockpit (Primary Initiative)

Design and build a customer‑facing portal providing:
SLA visibility
Open ticket tracking
Status transparency
Relevant alerts and updates
Collaborate with Support & Success leaders to understand and refine feature requirements based on real customer needs
Support the team in moving this initiative from concept through implementation and into production

Proactive Alerts & Customer Transparency

Build automated alerts tied to:
SLA thresholds
Incident milestones
Escalation triggers
Assist in improving customer visibility and reducing inbound “status check” calls through better reporting and automation

AI & Automation Enablement

Integrate AI‑driven workflows into support and success processes
Contribute to measurable improvements in:
Time to resolution
Effort reduction
Escalation prevention
Help define and instrument metrics to track impact

Architecture & Integration Leadership

Configure and build solutions on SAP BTP
Work with data sources and integration points across systems (e.g., Service Now, CLM, CRM tools)
Participate in cross‑team discussions where data alignment is required
Follow established best practices to support scalable, secure architectures

Requirements / Must Haves

Some hands‑on experience (coursework, projects, internships, or prior roles) configuring or building applications on SAP BTP or a comparable cloud platform, with a willingness to deepen SAP BTP skills
Ability to work with data from multiple sources and learn how to navigate integration points
Comfort gathering and clarifying business requirements and helping translate them into technical tasks or configurations
Strong problem‑solving mindset and the ability to make steady progress with guidance
Clear written and verbal communication skills with both technical and non‑technical stakeholders

Preferred Qualifications

Experience in or exposure to SaaS customer support or customer success environments
Exposure to AI‑enabled workflows or automation tools
Understanding of SLA‑driven service environments
Familiarity with Service Now or CRM integrations

Citizenship / Visa

This position requires a U.S. citizen. SAP NS2 does not offer visa sponsor ships for this role. All internal candidates must have manager’s approval to transfer.

Equal Employment Opportunity

Qualified applicants will receive consideration for employment without regard to age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, etc.), sexual orientation, gender identity or expression, protected veteran status, or disability.

Compensation Range Transparency

The targeted annual combined range for this position is 90,000–198,500 USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case, including education, skills, experience, scope of the role, location, etc., as determined through the selection process.

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