Primary Role
The SAP Functional Analyst – CRM is responsible for the requirements analysis and detailed design of SAP CRM business processes, for configuration and testing of SAP CRM applications and for related deployment activities. They will play a significant role in the design process, implementation and ongoing enhancements for the overall SAP CRM Module. They will provide subject matter expertise on SAP’s best practices for implementing SAP CRM business processes . They will lead work sessions in gathering business requirements, influence adoption of standard SAP processes, identify and handle gaps while minimizing development effort.
Key Accountabilities
- Analyze and document requirements and design solutions for the business process scenarios by means of interviews, workflow analyses and facilitated discussions with users.
- Realize the technology solution in order to fulfill business requirements, including design frameworks, documentation and proof of concept needs while adhering to documentation, configuration, security, development, and testing standards and guidelines.
- Translate business requirements into detailed functional specification design and interface design documents for development, testing and implementation.
- Create and maintain testing scripts in SAP Solution Manager.
- Configure business master data set up and knowledge in replication to other systems.
- Work with client business stakeholders to review and approve these deliverables.
- Analyze existing custom developments, objects, modifications and evaluate the impact of changes on them.
- Work with users in determining business requirements and troubleshooting issues.
- Ensure consistent, timely and effective communications with internal and external stakeholders.
- Keep track of customer satisfaction and provides input and assistance to other IT projects related to ERP as required.
Knowledge
- Understanding of SAP middleware functions including BDOC architecture, replication, message queues, and request processing
- Should have very good experience in playing the role of functional subject matter expert in SAP CRM business processes
- Good understanding of CRM BSP Component Workbench.
- Good understanding of CRM processes including Web Interfaces
- Good knowledge of CRM configuration experience with SAP ECC integration.
- Good Knowledge of the following business processes related to utilities industry
- Service Order Management & Service Contract ManagementBusiness Master Data
- Interaction Center and associated Utilities Processes
- Interaction Records
- Business Partner Contacts
- Regional Structure.
- Move-In/Out and Disconnect/Reconnect processes
Skills
- Good understanding of other areas of CCS including Billing, FI-CA and Device Management.
- Strong business knowledge of the SAP IS-Utilities, ISU-CCS business processes in Business/Technical master data (BP, Contract Partner, Contracts, Connection Objects, premise, Installation, PODs).
- Configuration experience with CRM Middleware to integrate with IS-U (ECC).
Experience
- Experience in Preference Center with SAP CRM system for Utility customer.
- Experience in Suite on HANA.
- Experience with all phases of an implementation including business process blueprint, detailed design, configuration, testing and support.
- Experience in SAP Workflow, Interfaces, Enhancement framework and CRM Middleware configuration/development.
- Experience with SAP PI Interfaces, Interaction Records, CRM Middleware Queues, as well as SAP Data Quality Manager (DQM) Address Validation processes.
- Experience with creating training materials and assisting with user orientation and training.
- Demonstrated leadership with ability to influence strategy.
- Good verbal and written communication skills.
- Self-starter with ability to work on multiple projects simultaneously with a keen desire to learn and expand depth of knowledge.
- Good Collaboration , prioritization and team working skills.
- Ability to work in a fast paced dynamic environment with virtual teams.
- Ability to oversee and work with corporate training to manage training needs.
Competencies
Functional / Technical Skills
- Learning on the Fly
- Organizational Agility
- Problem Solving
- Time Management
Experience:
- Minimum of 6 to 8 years of experience with SAP CRM configuration and support in the utilities area and experience with at least two full SAP system implementations
- 3 + years experience in Suite on HANA
- 6 + years experience in SAP CRM implementing SAP ISU CRM for Utilities
Education:
- Bachelors' degree in Computer Science, Mathematics, Engineering, Information Systems or similar technology field is required [equivalent work experience will be considered].
- Appropriate technical certification in speciality area preferred.
Certifications & Licenses
Relevant SAP CRM Certification is preferred.
Travel Requirements
As necessary, up to 50%.
Other
- Excellent decision-making ability, balancing what is right with what is realistic.
- Flexibility to adjust to multiple demands, shifting priorities, ambiguity, and rapid change.
- Demonstrated ability to lead through influence and to deliver results through others while overcoming obstacles to success.
- Possesses a high energy level, sense of urgency, decisiveness, and an ability to work well under pressure.
- Possesses a curiosity and a passion towards engaging the imagination of line of business leaders in grasping and enabling the fundamentals of change
- Demonstrated ability to work and team with a multitude of different people from various lines of business as well.