SAP User Assistance Architect - SAP Hybris Cloud for Customer Job in Palo Alto, California

Requisition ID: 111870

Work Area: Software-Design and Development

Expected Travel: 0 - 10%

Career Status: Management

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.

User Assistance Architect – SAP Hybris Cloud for Customer


The SAP Hybris Cloud for Customer team is globally distributed in Germany, United States and India and has a growing large customer base. As a user assistance architect in the knowledge management team, you will be responsible for enabling a positive experience for the end user by designing the content presentation and structure for quick discovery and easy consumption. In addition, you will also create user assistance content for specific solution offerings within this product.


  • Drives innovation and vision within the SAP-wide Knowledge Management (KM) community. This includes defining and sharing UA innovation concepts, in line with the SAP strategy.

  • Plans information architecture by studying the help concept, strategy, and target audience; envisioning information structure, user-interface design and navigation; evaluating information representation.

  • Applies expert knowledge of user needs and product architecture, and considers potential interdependencies between products when designing UA deliverables and innovation concepts.

  • Applies expert knowledge of all SAP standards, guidelines, and legal compliance, and actively drives the continuous improvement of these.

  • Organizes information by crafting interactive experiences; producing workflow diagrams, user scenarios, flowcharts, and storyboards; preparing interaction specifications, navigation rules, organization of information, and site maps; coordinating with business, technology, visual, and brand strategists.

  • Validates information delivery by collaborating and communicating with external stakeholders such as customers and partners to drive the innovation of UA concepts and deliverables through, for example, customer engagement activities, social media, usability tests, and feedback channels.

  • Acts as a trusted advisor, coach, or mentor, effectively transferring UA expert knowledge to others. For example, as a trainer for the UA curriculum, or by advising development colleagues on legal compliance, UA processes, or SAP standards. Is recognized and respected as an expert within the KM and SAP communities.

  • Acts as a role model by proactively demonstrating innovative thinking, accountability, and commitment.

  • Creates high quality user assistance deliverables (both text and multimedia) for a range of solutions within SAP Hybris Cloud for Customer.

  • Proactively acquires product knowledge and learn new skills emerging in the UA domain and technology trends both inside and outside of SAP. Participates actively in product enablement. Considers cost-effectiveness and return on investment when introducing or adapting UA strategies, concepts, or deliverables.

  • Leads complex, cross-department/cross-company UA projects and works with global teams. Possess good organization skills and the ability to work independently.


  • Ability to articulate innovative ways of structuring and presenting content

  • 10 Years of Professional experience in information development and architecture preferred.

  • Excellent University degree (for example, in technical writing or a related subject, such as languages, translation or communication studies)

  • First-language proficiency in English with excellent communication, writing and grammar skills

  • Experience in working with MS Office applications (especially MS Word and MS PowerPoint)

  • Excellent working knowledge of DITA content management system, Adobe Captivate and TechSmith Camtasia preferred.

  • Flexibility and readiness to work with global teams


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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