SAP CRM Senior Business Analyst

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Overview:

Nashville, Tenn.-based Employer Americas, Inc. is the U.S. subsidiary of Employer Corporation, the worlds largest tire and rubber company.
Employer Americas and its subsidiaries develop, manufacture and market a wide range of Employer, Firestone and associate brand tires to address the needs of a broad range of customers, including consumers, automotive and commercial vehicle original equipment manufacturers, and those in the agricultural, forestry and mining industries.

The companies are also engaged in retreading operations throughout the Western Hemisphere and produce air springs, roofing materials, and industrial fibers and textiles. The Employer Americas family of companies also operates the worlds largest chain of automotive tire and service centers.

Guided by its One Team, One Planet message, the company is dedicated to achieving a positive environmental impact in all of the communities it calls home.

Position Summary:

SAP CRM Support Analyst will provide production support services for SAP CRM including configuration, testing and support in the SAP CRM Business Suite with excellent knowledge on interfacing points with various other modules of SAP such as SD, MM, FICO etc. This role uses functional skills, business knowledge, and SAP solution expertise to effectively integrate SAP technology into the business environment in order to enhance the customers business functionality and overall performance, while maintaining a high degree of customer satisfaction. This role requires the ability to write highly detailed functional specifications for reports, outputs, and interfaces. This role requires working directly with Business at all different levels using business analysis skills, requirements gathering, data warehousing, reporting tools and documentation. This role requires the ability to utilize SAP in a high technology environment, superb analytical skills, and experience with Sales contracts, quotations, Service Order Processes, Service Order Quotations, Service Plans, Service Confirmation, Service Contracts, Service complaints and Returns, Sales Marketing, E-Commerce and Middleware, and data replication from ECC and CRM. This role requires the need to share all experience with the other co-workers or team members and preparation of user friendly documents according to users requirements.

Responsibilities:
  • Enhancements / Break-Fix: Manage the life cycle of SAP small enhancements and break-fix tickets to include gathering requirements, creating and updating functional specs, conducting Unit, integration and UAT testing, supporting documentation and migration to production.
  • Projects: Engage with Delivery teams during project planning and execution to receive knowledge transfer necessary to provide a smooth transition of the project to the support and maintenance phase.
  • Test Scripts: Provide ongoing support for manual and automated updates to the regression test script library, including troubleshooting automated test script failures.
  • Business: Lead Business Process Owners meetings for open requests and updates; provide support and guidance to business areas for SAP software instruction and training business areas on new functionality for small enhancements.
  • Maintenance of Business: Complete Maintenance of Business requests for the business; identify and make recommendations for implementation of process improvements for system stability.
  • AMS: Provide oversight functions for AMS resources to ensure quality deliverables, JSOX compliance, Change Management and Incident Management for small enhancements and break-fix tickets; monitor AMS partner performance by reviewing KPIs, SLAs and participate in weekly, monthly and quarterly reviews.
Qualifications:
  • BA/BS Degree
  • Experience in the following (Design, configuration and testing):
  • Sales contracts, quotations and sales order document type, item category, and item category determination.
  • Transaction Settings for Service Order Processes, Service Order Quotations, Service Plans, Service Confirmation, Service Contracts, Service complaints and Returns etc.
  • Defining Transaction Type, Item Category Determination and copy control from lead to opportunity, quotation, order & billing, defining follow-up Activities for Sales Leads and .
  • Partner determination procedure and pricing procedure.
  • Text determination procedure, text objects, text types, and access sequence.
  • Configuration and testing ofmiddleware settings between CRM and ECC.
  • Customization ofmiddleware Settings for Initial and d elta load between ECC and CRM.
  • Creation of Bdocs, Bdocs modeling.
  • Acts as liaison with Business for troubleshooting: investigates, analyses, and solves software problems and maps client business requirements, processes and objectives; develops necessary product modifications to satisfy clients' needs.
  • Ability to analyze problems and provide clear recommendations
  • Excellent communication skills, written and verbal

Preferred Qualifications

  • Minimum 4 years of SAP CRM configuration experience
  • Must have at least one full lifecycle SAP R/3 with CRM implementation experience (Project Preparation till Go-Live)
  • Business knowledge and process design skills
  • Strong organizational skills
  • Good interpersonal skills
  • Ability to work independently as well as a team player and can manage own workload
  • Able to Multi-task and work under tight deadlines
  • Reading and understanding of ABAP code; nice to have

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