SAP SAP Fieldglass - Education and Process Analyst Job in Chicago, Illinois

Requisition ID: 124239

Work Area: Customer Service and Support

Expected Travel: 0 - 10%

Career Status: Professional

Employment Type: Regular Full Time


As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

Job Description: Education and Process Analyst

W hat We Do:

SAP Fieldglass provides the industry’s leading cloud technology for services procurement and external workforce management. More than 400 global businesses leverage SAP Fieldglass’ intuitive Vendor Management System (VMS) to gain visibility into its external labor, project-based services including Statements of Work (SOWs), independent contractors and additional flexible talent pools.

What Sets Us Apart:

Fieldglass was “born cloud”. As one of the forerunners of today’s highly successful cloud delivery model, Fieldglass has been a Software-as-a-Service application since its start. At a time when many buyers were using behind-the-firewall ERP applications to manage their non-employee workforce, this VMS industry first is now the industry standard.

Some of our attributes include:

  • We are the VMS market leader in global spend and in March 2014 were named the top company in our industry by Forrester Research.

  • Multilingual help desk support is available around the clock 365 days a year – in addition to a dedicated Account Services team.

  • Not only an industry leader but a thought leader - Fieldglass keeps customers up to date with VMS industry knowledge on our ‘From the Field’ blog and social media accounts.

  • We work with the world’s leading companies, including AIG, Verizon, GlaxoSmithKline, Johnson & Johnson, CVS/Caremark, United Airlines, Panasonic, Rio Tinto, Monsanto, and many, many more.

  • We are now part of SAP, a market leading enterprise application software company, helping companies of all sizes and industries run simple.

Company Culture:

Fieldglass encourages an open door policy and a collaborative office environment. Team members across all departments can easily meet together in any of our open office layouts. Those with an entrepreneurial and can-do attitude keep Fieldglass at the top of its industry. Traditional perks include casual dress, generous paid time off, charitable activities, stocked kitchens, great healthcare coverage and more!

Application Support Operations, Education and Process Analyst:


The Education and Process Analyst works within the SAP Fieldglass Customer Support team to standardize, document, and improve support processes and to provide new hire and ongoing training and references for the application support team. The mission of the team is to help SAP Fieldglass effectively scale the application support team to meet the demands of a global support organization that is expanding rapidly.


Training Development and Execution:

  • Identify and anticipate learning needs and recommend appropriate references

  • Build timelines for training program development. Complete deliverables on time. Proactively identify and mitigate risk

  • Lead course development with input from SMEs

  • Create content for learning programs that is informative, accurate, consistent, creative, and retained

  • Define learning objectives and feedback methods to measure achievement

  • Identify methods to scale training globally and to accelerate learning by delivering the right information at the right time

  • Forge relationships with other internal training teams and work together on cross-department training efforts

Process Standardization and Documentation:

  • Guide department leaders and veterans through analysis to define the current processes and procedures and document them as standard operating procedures. Challenge the processes to identify improvements.

  • Collaborate with other SAP Fieldglass departments to fully define cross-team processes

  • Identify and create support documentation for global procedures such as reference documents or instructional guides

  • Champion adoption of improved and new processes and documents.

  • Establish procedures to continuously improve processes and increase efficiency

Overall Expectations:

  • Demonstrate excellent organization and follow-up. Apply project management methods to ensure efforts are well defined and managed to mutually agreed deadlines.

  • Proactively establish courses of action for self and others to ensure that work is completed efficiently and effectively

  • Display comfort and confidence delivering presentations and training

  • Be highly skilled in Microsoft Word, Excel, and Visio

  • Contribute ideas to help towards the vision of this support team and help develop, document, and improve internal process

  • Build credibility and provide value

  • Identify and leverage existing company resources

  • Maintain and follow your personal development plan by attending e-Learning lessons and Remote learning sessions, classroom training, coaching and on-the-job training


  • Bachelor’s Degree in Instructional Design or a related course of study preferred

  • 2 plus years of experience creating learning programs

  • Experience defining, documenting, and improving processes or procedures

  • Willingness and ability to take direction and coaching from teammates

  • Able to ask for help and feels comfortable approaching others; utilizes documentation and best practices well

  • Demonstrated detail-orientation with strong organizational skills, including the ability to self-manage time and tasks

  • Knowledge of Captivate or other content tools

  • Strong Microsoft PowerPoint, Word, and Excel Skills


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.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable 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 (Americas: or , APJ: , EMEA: ). Requests for reasonable accommodation will be considered on a case-by-case basis.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.

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