SAP Customer Relationship Management(CRM)

Tata Consultancy Services; Mumbai, Pune District, Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Tata Consultancy Services is seeking a SAP CS/CRM specialist to lead end-to-end implementations and support across SAP CS/CRM modules. The role includes configuring service contracts, warranties, and installed base, and working on Fiori-based service management in S/4HANA.

You will gather requirements, map processes to SAP, and ensure seamless integration with SD, MM, PM/EAM, and FI/CO with CRMECC/S4 transitions. Strong documentation and training skills are required.

Qualifications

• Experience with SAP CS/CRM implementations and end-to-end lifecycle.
• Ability to map business processes to SAP solutions and recommend best practices for after-sales service.

Responsibilities

• Lead SAP CS/CRM implementations (end-to-end lifecycle).
• Configure service orders, service contracts, and notifications; manage warranties and installed base.
• Work on Fiori applications for service management in S/4HANA.
• Gather business requirements and map processes to SAP solutions.
• Ensure integration with SD, MM, PM/EAM, FI/CO; CRMECC/S4 integration experience.
• Provide L2/L3 support; troubleshoot and coordinate with technical teams.
• Prepare functional specs; create user manuals and conduct end-user training.

Skills

SAP CS/CRM

Fiori

S/4HANA

Service management

L2/L3 support

Business process design

Tools

CRMECC/S4 integration

SAR/ERP integration

End-to-end SAP implementations

Job description

Role & responsibilities:

1. Implementation & Configuration

• Lead and support SAP CS and CRM implementations (End-to-End

lifecycle).

• Configure:
• Service orders, service contracts, and notifications
• Warranty management
• Installed base management
• Service pricing and billing
• Work on Fiori applications for service management in S/4HANA.

2. Business Process Design

• Gather and analyze business requirements.
• Map business processes to SAP solutions.
• Recommend best practices for:
• After-sales service
• Customer complaint handling
• Field service management

3. Integration

• Ensure integration with:
• SD (Sales & Distribution)
• MM (Materials Management)
• PM (Plant Maintenance) / EAM
• FI/CO (Finance & Controlling)
• Experience in CRMECC/S4 integration or transition from CRM to S/4

Service.

4. Support & Optimization

• Provide L2/L3 support for SAP CS/CRM issues.
• Troubleshoot functional problems and coordinate with technical teams.
• Optimize existing processes and configurations.

5. Documentation & Training

• Prepare functional specifications (FS)
• Create user manuals and training materials
• Conduct end-user training sessions