SAP Consultant / Sr. Consultant – FICO

Job details

Experience: 7 – 10 years

Location: Pune (Onsite)

Purpose of the Role:

Lead and manage the SAP CRM on HANA solution for Clients Customer Interaction Centre (CIC)
Act as a Functional SME (Subject Matter Expert) with deep hands-on experience in SAP CRM on HANA
Ensure seamless integration and functionality of SAP CRM with S/4HANA and Fiori apps
Drive strategic business transformation initiatives using CRM capabilities
Serve as a trusted advisor to CIC leadership, ensuring alignment with industry best practices

Key Responsibilities:

Lead a team of functional and technical consultants for SAP CRM on HANA
Plan, execute, and monitor new SAP CRM-related initiatives with end-to-end accountability
Analyze complex business scenarios and deliver “What-If Analysis” to assist decision-making
Identify automation opportunities and implement business process improvements using CRM tools
Build and maintain business process controls, KPIs, and operational dashboards
Collaborate with stakeholders to gather business needs and convert them into SAP CRM solutions
Ensure seamless functioning and enhancement of the following SAP CRM sub- modules:
- Complaint Management
- Installation Management
- Commissioning Management
- Annual Maintenance Contract (AMC) Management
- Warranty Registration Management
- ERP Sale Order Creation
Conduct Business Process Workshops and end-user training sessions
Manage stakeholder communications including regular steering committee meetings
Collaborate with third-party vendors and internal teams for system enhancements and upgrades
Maintain issue logs and lead resolution efforts to ensure minimum business disruption
Contribute to Knowledge Management initiatives including policy creation and process documentation
Stay updated with emerging trends in SAP CRM and recommend innovations aligned with customers business goals

Technical Skills Requirement:

Managerial Skills Requirement:

Excellent development & troubleshooting skills and manage system support
Good communication skills
Ability to work with the functional team closely
Ability to work collaboratively in a team environment and willingness to provide support to peers & manage internal stakeholders & vendor resources