SAP NS2 Customer Experience Platform Developer

SAP•Herndon, VA

2d•$90,000 - $198,500•Hybrid

About The Position

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. NS2 COMPANY DESCRIPTION SAP is the global market leader for business software and related services. SAP National Security Services Inc.® (SAP NS2®) is an independent U.S. subsidiary of SAP. At SAP NS2, we leverage best-in-breed technologies engineered by SAP to protect the lives, assets and information of Americans. We offer SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers. This position requires access to customer data; Must be a U.S. citizen. SAP NS2 does not offer Visa sponsorships for this role. All internals must have manager’s approval to transfer. 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. To better control our own destiny and accelerate innovation, we are building technical capability directly within CS&S. This role will design and build (hands-on) 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.

Requirements

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
Must be a U.S. citizen

Nice To Haves

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 ServiceNow or CRM integrations

Responsibilities

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