Introductie
As a Senior SAP CRM Support Consultant, you will play a key role in the evolution and support of the SAP CRM application and its interfaces within a complex system landscape.
This includes:
• Service processes to manage contact centre activities, complaints, disputes, fines, etc.
• Master data management, including customers, products and iBases.
• Fiori applications.
• Interfaces to and from different legacy applications via SAP PI, SAP CPI, SAP BDocs and IDocs.
• A good understanding of SAP MSL.
• Interfaces to and from other SAP systems.
• Experience with SAP BRIM is a plus.
You will provide day-to-day excellence in Functional & Technical Application Support, including:
• End-to-end responsibility for resolving assigned incidents and requests.
• Diagnosing and analysing issues and changes, and designing solutions.
• Preparing functional and technical specifications using your technical expertise.
• Customizing in SAP CRM.
Functie
• Handle incidents, problems and changes, including unit, integration and regression testing of the solution. This also includes preparing functional specifications for the offshore development team and customizing the SAP CRM application.
• Work with Process Leads, key users and other CRM team members to operationally manage assigned change requests, bug fixes and small operational enhancements. Ensure alignment with existing solutions to achieve customer/user satisfaction and business engagement and adoption.
• Actively introduce best practices, out-of-the-box thinking, insights and technology trends to improve the SAP CRM application and the level of service surrounding the application.
• Proactively improve support, training, processes and communication related to the SAP CRM application.
• Actively participate in small or larger projects involving changes to the SAP CRM application.
• Report to the CRM Business Area Lead and work closely with Customer Service and Sales & Marketing Process Leads.
Functie-eisen
Conformity Criteria
• Hands-on experience with SAP CRM within the last 3 years.
• More than 3 years of experience in Application Maintenance.
• Fluent spoken and written English at minimum CEFR C1.
• Spoken and written Dutch and French at minimum CEFR B2.
• Willingness to work up to five days per week onsite. The actual required onsite presence may vary during the assignment.
Evaluation Criteria
• Strong analytical skills to analyse functional requirements and translate them into functional specifications and technical implementations.
• Strong proven experience with SAP Customer Service processes, including contact centres.
• Experience working in a railway context.
• Experience working in an Agile, sprint-based environment.
• Experience with SAP CRM Web UI (CRM 7.0) customization. Experience across different modules such as Sales, Service and Marketing is a contributing factor.
• Middleware and integration experience, including technical skills in integrating SAP CRM with other SAP and non-SAP systems via SAP PI and SAP CPI.
• Knowledge of SAP BRFplus.
• Understanding of ABAP and the ability to debug.
• Ability to perform minor ABAP coding.
• Experience integrating with SAP CDC, ECC and FICA.
• Experience with SAP S/4HANA.
• Strong experience with the Business Partners concept.
• Experience with ServiceNow and Jira.