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The role works with the various functional departments in the planning, implementation, and support of corporate CRM/C4C systems. You will take the lead on projects directing business process improvements and enhanced usage of CRM systems.
Provide expertise to functional departments to automate their processes through increased use of Enterprise systems, and other business automation tools.
Sales and Service process acumen and architecting and developing SAP solutions
SAP configuration with SAP modules and applications CRM and C4C
Operate as the primary IT technical functional lead on improvement initiatives, directing company resources to implement process improvements, enhanced use of Enterprise Systems, or other cross-functional initiatives.
Work with the functional departments to design processes, develop system changes specifications, conduct process and system testing, documentation and training supporting the end-users.
Provide technical leadership throughout the requirements, design, build and implementation processes.
Ensure compliance with key controls related to change management, user administration and logical security.
Work with team members to advance the use of new technologies, development tools and methodologies. Work with users to define information needs, and develop reports using a reporting tool to meet those needs.
Provide day-to-day support for users of Enterprise systems.
Performs routine maintenance of business systems.
Work with other members of the IT Applications team providing guidance and assists in the development of other Programmer/Analysts on the team.
Required Knowledge and Skills:
Understand SAP module interactions at the core level with C4C and across the integration with CRM, ECC, CPQ, VC
In-depth knowledge and experience with industry best business practices as it applies to various functional departments
Experience with systems analysis and design techniques
Experience in business analysis and developing reports with report writer software.
Strong customer communication skills (written, verbal, and presentation)
Excellent troubleshooting skills
Positive can-do attitude
Good attention to detail so that issues get resolved completely and in a timely manner
Programming skills and an understanding of system analysis and design
Knowledge of system architecture or component design
Ability to design code and test a system
5 years' experience implementing technical and functional solutions for business process improvements, information systems, and proving corporate support on CRM systems.
Bachelors' degree or an equivalent combination of education and experience.
Demonstrable knowledge working with CRM systems and processes, specifically sales and service
8 years' experience implementing technical and functional solutions for business process improvements, information systems, and proving corporate support on CRM systems.
Demonstrable experience writing reports with industry standard reporting tools.
Project management certification
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