SAP CRM System Analyst

Hatch; Toronto; On-site; CAD 80,000 - 110,000; Full time

Job summary

A leading company in engineering and consulting is seeking a highly motivated SAP CRM System Analyst to join their Digital group. The successful candidate will be responsible for key enhancements and support of the customer relationship management system, ensuring its operational integrity and integration with other systems, while collaborating across multiple teams to drive business value.

Qualifications

• 3 - 5 years of SAP CRM administration and maintenance experience.
• Experience working directly with Business Owners to define requirements.
• Strong understanding of business processes surrounding CRM.

Responsibilities

• Lead design and implementation of C4C/TCM solutions for business.
• Engage with stakeholders to gather and analyze requirements.
• Manage enhancements, troubleshooting, and user support.

Skills

Problem Solving

Communication

Analytical Skills

Team Collaboration

Education

B.Sc. or Business degree

Job description

Join a company that is passionately committed to the pursuit of a better world through positive change. With more than 65 years of business and technical expertise in mining , energy , and infrastructure , our 10,000 colleagues in 150 countries tirelessly work toward bettering the industries in which we operate. With practical solutions that are safe, innovative and sustainable, we think globally while acting locally. Are you looking for an opportunity to join a diverse group of professionals who are committed to remaining exceptional? We look forward to hearing from you.

We're at the forefront of our clients' digital transformation journey , successfully implementing emerging digital services into our clients' projects and operations that unlock a step change in their performance. Join the team to improve project outcomes, leverage the digital twin , deliver systems integration and interoperability, and support decision-making, autonomous execution , and integrated operations and performance centers.

Looking to take the next step in your career? Hatch is currently seeking a highly motivated SAP CRM System Analyst to join the Digital group in Mississauga.

The iPas TF Team in Hatch Digital configures, programs, and maintains the SAP enterprise applications used by Hatch’s Shared Services, Management, and client-facing Consultants and Project Teams. These components include SAP C4C (Cloud for Customer), SAP ECC (modules include FI, CO, SD, PS, and CPM), Concur, SuccessFactors, Fiori Launch Pad, Business Warehouse, Business Objects, and the SAP Analytics Cloud.

At Hatch, our customer relationship management system is based on C4C and is part of the Total Client Management (TCM) solution. It is a key platform, used by most of Hatch’s Senior Consultants and Engineers. The TCM platform is recently released, and significant upgrades are planned.

As the System Analyst you would be tasked with leading future extensions and improvements, managing ongoing maintenance, and ensuring the operational integrity of the full TCM solution including C4C, its integration into ECC and other systems and reporting. You will proactively work with business owners, business representatives, users, and other Functional Consultants within the iPas TF Team to understand and translate business requirements into tangible solutions. You will be responsible for design, configuration, and implementation of solutions as well as user support and issue resolution.

You are a team player, yet an independent thinker, comfortable with sharing and accepting ideas in an open manner. You are a hard worker, able to take on demanding and time-constrained tasks.

Hatch is a global company and responsibilities include supporting and providing solutions primarily but not limited to Canada, Australia, South Africa, and South America.

As the successful candidate, you will:

• Design and implement systems solutions: In collaboration with other team members (other Functional Consultants and Technical Team members), provide advice to management and stakeholders, recommend a course of action for required customer relationship management and C4C/TCM solutions in the following areas: solution scoping, requirements analysis, gap analysis, feasibility, functional design, application configuration, technical specification, testing, production deployment, support, and training
• Actively engage with all interested stakeholders and representative user groups in understanding business challenges, requirements, and solution strategy. Communicate options and recommendations, liaise with, and deliver specifications to the technical team members, review progress, demonstrate interim work results, conduct testing, and release to production
• Gather and review business requirements for enhancements and ensure they are in line with existing processes and architectural direction
• Respond to business and project priorities, adjust plans as required, negotiate scope, budget and timing for fixes and enhancements, collaborate to develop roadmaps for future initiatives
• In collaboration with other team members, plan and coordinate testing changes, upgrades, and new services, ensuring applications will operate correctly in current and future environments
• Configure the C4C/TCM solutions, manage development and integration with other enterprise systems, including the future S/4 HANA and the required Business Partner integration
• Manage configuration and development work done by external consultants as required
• Support C4C/TCM users, C4C/TCM adoption, development of help material, train the C4C/TCM support resource
• Complete problem troubleshooting, including activities such as issue resolution and root cause analysis
• Adhere to and contribute to Hatch standards applicable to the SAP environment
• Manage initiatives and documentation according to standards and needs
• Keep abreast of SAP / technological advances and inform the business of any business opportunities or constraints due to such developments

You Bring to The Role:

• B.Sc. or Business degree or equivalent
• 3 – 5 years of SAP customer relationship management (e.g., CRM or C4C) administration and maintenance, specifically experience in business requirements definition, hands-on configuration, functional/technical specification documents, and management of development and support
• 5 years of experience working with Business Owners to define and prioritize requirements and create and drive a product road map to align with company objectives
• Strong understanding of the customer relationship management business processes, including concepts surrounding Opportunity Management, User roles, Account Management and Sales Scenarios.
• Strong understanding of the integration points with other enterprise applications, including master data management
• Experience in leading small IT projects, including all test cycles
• Experience in engaging with external vendors and consultants
• Experience in working with developers on technical solutions
• Experience in training business users and supporting the preparation of training documents
• Strong written and verbal communication skills, and excellent inter-personal skills
• Results-oriented, self-starter, capable of working unsupervised and within a team environment to meet deadlines
• Excellent problem solving/analytical skills and knowledge of analytical tools
• Strong attention to detail, problem solving and organizational skills
• Ability to self-learn new systems and technologies
• Willingness to work outside of normal business hours as part of a global team if required

It is considered an asset (but not required), if you have experience with the following:

• General understanding of Professional Services business processes
• C4C / CRM experience in a professional services industry
• Experience with design thinking and usability design principles
• Experience with SAP Cloud Platform and SAP Analytics Cloud
• Collaborate on exciting projects to develop innovative solutions

Don't meet every single requirement? You don't need to. At Hatch, we are building a diverse, inclusive workplace that fosters innovation. If you're interested in this role, we encourage you to apply even if your past experiences don't perfectly align with the skills we've listed.

We're committed to fostering a workforce that reflects the diversity of the communities in which we operate and serve. Hatch is an Equal Opportunity Employer that considers applicants without regard to age, race, color, national origin, citizenship, religion, creed, gender, sexual orientation, marital status, disability, or any other protected status. If you have any accommodation requirements, please let us know. We'll do our best to meet your needs in accordance with applicable local legislation.

About the company

Hatch supplies engineering, project and construction, business consulting and operational services to the mining, metallurgical, energy and infrastructure industries.

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