Sap Crm Consultant

ITC Infotech; Bengaluru; Hybrid; INR 1,800,000 - 3,000,000; Full time

Job summary

ITC Infotech is seeking a dynamic SAP CRM Service Consultant to join our global IT team. The ideal candidate will have strong expertise in SAP CRM Service Module, Interaction Center, and ERMS, along with excellent communication and stakeholder management skills.

Responsibilities include configuring and supporting SAP CRM Service Module functionalities, managing Interaction Center processes, and maintaining ERMS.

Qualifications

• Bachelor's degree in Engineering, Computer Science, IT or related field.
• Hands-on experience in SAP CRM Service Module, Interaction Center, ERMS, Mail Forms, Background Jobs.
• Good understanding of customer service processes; strong analytical and troubleshooting skills.
• Agile mindset with adaptability to dynamic business environments.
• Excellent written and verbal English communication; strong presentation skills.

Responsibilities

• Understand customer and user requirements across global regions and collaborate with stakeholders to ensure complete and effective IT solutions.
• Configure, support and enhance SAP CRM Service Module functionalities.
• Manage and support SAP CRM Interaction Center processes and operations.
• Configure and maintain ERMS Email Response Management System; design and troubleshoot Mail Forms.
• Monitor and manage Background Jobs; handle incidents, changes and deployments; participate in QA and continuous improvement.

Skills

SAP CRM Service Module

Interaction Center

ERMS Email Response Management System

Mail Forms

Background Jobs

Customer service processes

Analytical problem-solving

Agile mindset

English communication

Education

Bachelor's degree in Engineering/Computer Science/Information Technology

Tools

SAP CRM Service Module

Job description

Role & responsibilities

We are looking for a dynamic and customer-focused SAP CRM Service Consultant to join our global IT team The ideal candidate will have strong expertise in SAP CRM Service Module Interaction Center and ERMS along with excellent communication and stakeholder management skills This role requires close collaboration with business users and international stakeholders to deliver high-quality SAP CRM solutions operational support and continuous improvements aligned with

business objectives Key Responsibilities Understand customer and user requirements across global regions and collaborate with stakeholders to ensure complete and effective IT solutions Configure support and enhance SAP CRM Service Module functionalities Manage and support SAP CRM Interaction Center processes and operations Configure and maintain ERMS Email Response Management System Design configure and troubleshoot Mail Forms within SAP CRM Monitor and manage Background Jobs including issue analysis and resolution Handle operational support activities including:

• Incident resolution
• Change request configuration
• System enhancements
• Redeployments and consultancy

Participate in demand clarification prioritization and solution planning with business and technical stakeholders Ensure delivery of scalable and optimized technical solutions while balancing operational efficiency and technical improvements Contribute to quality assurance activities and support KPI fulfillment Work independently on technical and functional assignments within an agile and multicultural environment

Required Skills Qualifications

Bachelors degree in Engineering Computer Science Information Technology or related field

Strong hands-on experience in:

• SAP CRM Service Module
• Interaction Center
• ERMS Email Response Management System
• Mail Forms
• Background Jobs

Good understanding of customer service processes and related IT solutions Strong analytical problem-solving and troubleshooting skills Agile mindset with adaptability to dynamic business environments

Excellent communication skills:

• Written and verbal English
• Strong articulation and presentationorator skills

Ability to collaborate effectively with global and multicultural teams

Good to Have

SAP CRM technical troubleshooting and Debugging knowledge Exposure to SAP CRM enhancements and support projects Understanding of technical debt management and continuous improvement practices

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Preferred Candidate Traits

• Proactive and solution-oriented mindset
• Strong stakeholder management skills
• Ability to work independently and manage multiple priorities
• Flexible collaborative and customer-centric approach
• Willingness to learn and adapt to new technologies and business processes