Service Delivery Analyst I

Buscojobs México; Jalisco; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A local recruitment platform is seeking an experienced Senior SAP CRM IT Analyst to join their team in Guadalajara. The role involves supporting the CRM module, coordinating SAP CRM team activities, and ensuring timely resolution of issues. Ideal candidates should have extensive SAP CRM experience, including multiple implementations, and possess strong communication skills. This position offers an opportunity to work in a dynamic environment and mentor junior team members.

Formación

• 7 to 12 years of experience in SAP CRM support and configuration.
• Experience with at least 4 full SAP CRM implementations.
• Strong familiarity with incident management processes.

Responsabilidades

• Coordinate and direct the work of SAP CRM team members.
• Develop complex requirements based on business needs.
• Perform root cause analysis for major issues.

Conocimientos

SAP CRM

WebUI/Portal

ABAP debugging

Communication

Incident management

Educación

Bachelor’s Degree in IT or related discipline

Herramientas

SAP S/4HANA

Middleware technologies

Descripción del empleo

Senior SAP CRM IT Analyst

We are currently seeking a Senior SAP CRM IT Analyst to join our team in Guadalajara, Jalisco (MX-JAL), Mexico (MX). You will be a critical part of the SAP Platform Services team, supporting the CRM module in the SAP environment. You will work with business users and SMEs on tickets involving functional configuration, functional and light technical analysis, solution development, testing, validation, documentation, troubleshooting, data validation and end user training. You will ensure timely resolution of end-user tickets to meet Service Levels and KPIs, perform standard monitoring activities, coordinate user acceptance testing, document and own tasks required to move changes into production.

What You Will Do

• Work as a senior member of the SAP CRM value stream team to efficiently develop and execute plans to deliver results.
• Coordinate, direct, and check the work of other members within the SAP CRM team.
• Work with business users to identify and document functional and technical requirements.
• Develop complex requirements for process or system solutions within the business domain, based on given business requirements.
• Maintain expert product knowledge and use an analytical approach to find best practice solutions and opportunities for improvement.
• Perform root cause analysis for major issues.
• Provide analysis and hands-on support for system upgrades and technical improvements, coordinating with development and technical teams.
• Collaborate with business, other functional and technical teams (e.g., ABAP, SAP Security, SAP Basis, SAP DB support) to deliver requests, resolve issues, perform RCA, tune and improve system performance.
• Utilize functional and technical (ABAP) skills to debug and independently analyze to provide SAP solutions.
• Guide, coach, and mentor junior and mid-level team members on SAP CRM solutions.

Minimum Qualifications

• Bachelor’s Degree in IT or related discipline and/or equivalent SAP certifications.
• 7 to 12 years of experience in SAP CRM support, configuration, and testing, with core competencies including:
• SAP CRM Competencies: SAP CRM, WebUI/Portal, Middleware/IDOCs; relevant processes such as contract, order, data governance, interfaces exposure, APIs/IDoc flows, workflows; Sales Contracts, Sales Orders, and related processes.
• Working knowledge of other SAP modules integrated with SAP CRM (Order-to-Cash, Master Data Governance, BI).
• Experience with SAP Security processes, OSS notes, and incident resolution.
• Experience with various middleware technologies; at least 4 full SAP CRM implementations, preferably with S/4HANA.
• Debugging ABAP codes; ITIL incident, problem, and change management knowledge.
• Excellent written and verbal communication, ability to balance multiple tasks, and collaborate within a team.
• Willingness to learn new skills and document solutions, build strategic partnerships, and implement software solutions.

Preferred Qualifications

Experience in a global organization; pricing, IDOCs, and integrations; familiarity with agile methodologies.

Location: Guadalajara, Jalisco, Mexico