SAP CRM Support L2

PradeepIT Consulting Services Pvt Ltd; Bengaluru; On-site; INR 600,000 - 800,000; Full time

Job summary

A consulting firm is seeking a SAP CRM Consultant to provide application support and manage incidents for SAP CRM systems. The ideal candidate has a relevant Bachelor's degree and 3-4 years of experience in SAP CRM support and management. Key responsibilities include resolving user issues, monitoring system performance, and providing training. This role may require working in shifts, including weekends.

Qualifications

• Proven experience in SAP CRM application support and management (3-4 years).
• Strong knowledge of SAP CRM modules and associated technologies.
• SAP CRM certification is a plus.

Responsibilities

• Provide day-to-day support for SAP CRM users, resolving issues promptly.
• Manage incidents related to SAP CRM, ensuring timely resolution.
• Investigate root causes of recurring issues and implement preventive measures.
• Offer training and guidance to users during Incident Management.
• Continuously monitor system performance and address performance bottlenecks.
• Maintain comprehensive documentation of configurations and processes.

Skills

SAP CRM On-Premise application support

Problem-solving skills

Analytical skills

Effective communication

ITIL practices

Education

Bachelor's degree in a relevant field

Tools

SAP CRM

Job description

As a SAP CRM Consultant specializing in Application Support Management, the primary responsibility will be to provide ongoing application support, maintenance, and request fulfillment enhancements for SAP CRM systems. The consultant would have to work closely with business users to understand their needs and ensure that the CRM application remains reliable, secure, and aligned with ( Business Unit) goals.

Qualifications

• Bachelor's degree in a relevant field, such as Computer Science, Information Technology, or Business.
• Proven experience in SAP CRM On-Premise application support and management. ( 3-4 years)
• Strong knowledge of SAP CRM modules and associated technologies.
• Familiarity with ITIL (Information Technology Infrastructure Library) practices for incident, problem, and change management.
• Ability to debug and provide quick resolution.
• Excellent problem-solving and analytical skills.
• Effective communication and interpersonal skills to collaborate with various stakeholders.
• SAP CRM certification is a plus.
• Should be able to work in shifts in rotational mode including weekends in some areas on a rotational basis.

Key Responsibilities

1. Application Support: Provide day-to-day support for SAP CRM users, addressing and resolving issues, incidents, and service requests promptly.
2. Incident Management: Manage incidents related to SAP CRM, ensuring timely resolution and effective communication with stakeholders.
3. Problem Management: Investigate the root causes of recurring issues and implement preventive measures to minimize system disruptions.
4. User Training: Offer training and guidance to users to help them in case of issues coming up during Incident Management.
5. System Monitoring: Continuously monitor system performance, identifying and addressing performance bottlenecks or slowdowns.
6. Documentation: Maintain comprehensive documentation of system configurations, support processes, and issue resolutions.