SAP CRM & CS Consultant

SAP CRM & CS Consultant – AMS Support

Position Details

Job Title: SAP CRM & CS Consultant – AMS Support

Location: Andheri East, Mumbai

Experience Required: 5–10 Years

Job Type: Full-Time | Work from Office / Hybrid

Project Type: Application Management Services (AMS) Support

Job Summary

We are seeking a seasoned SAP CRM & Customer Service (CS) Consultant to provide support for business-critical applications within an AMS production environment. The successful candidate will be responsible for L2/L3 support, resolving issues, implementing configuration enhancements, and driving continuous improvement of the SAP CRM and SAP CS modules.

Key Responsibilities

• L2/L3 AMS Support:
• Provide Level 2 and Level 3 support for SAP CRM modules, including Service, Marketing, and the Interaction Center.
• Deliver support for SAP CS (Customer Service), focusing on SD-CS integration.
• Incident and Change Management:
• Manage incidents, service requests, changes, and enhancements, following ITIL processes.
• Troubleshooting and Resolution:
• Troubleshoot and resolve issues related to Service Orders, Notifications, Installed Base, Contracts, and Warranties.
• Address CRM Tickets, Activities, and IC Web UI issues.
• Service Management Support:
• Support and configure service management processes, including complaints, returns, and repairs.
• Root Cause Analysis:
• Perform root cause analysis (RCA) and implement permanent fixes for recurring issues.
• User Authorisation and Role Management:
• Handle issues related to user authorisations and roles within the system.
• Integration Support:
• Support integration with modules such as SD (Sales & Distribution), MM (Materials Management), FI (Financial Accounting), and Middleware (PI/PO/CPI).
• Batch and Data Management:
• Monitor batch jobs, interfaces, and IDocs to ensure smooth system operations.
• Support data-related issues and carry out reconciliation tasks.
• Documentation and Development:
• Prepare functional specifications and provide support for minor developments as required.
• Business Support:
• Ensure timely support during month-end activities and for other critical business processes.
• Documentation:
• Create and maintain functional documentation and standard operating procedures (SOPs).

Required Skills & Qualifications

• 5–10 years of hands-on experience with SAP CRM and SAP CS (Customer Service).
• Strong configuration experience in Service Orders, Notifications, Installed Base, Contracts, and Warranty Management, as well as Activity Management.
• In-depth knowledge of CRM Middleware, RFCs, IDocs, BDocs, and IC Web UI configuration and troubleshooting.
• Demonstrated AMS experience, including incident, problem, change, and enhancement management.
• Good understanding of SD-CS integration and CRM–ERP integration.
• Ability to analyse both functional and technical issues effectively.
• Excellent communication and stakeholder management skills.

Desirable Skills

• Exposure to S/4HANA Service and SAP FSM (Field Service Management).
• Basic knowledge of ABAP Debugging and SAP CPI / PI / PO.
• ITIL Foundation certification.
• Experience working in a 24x7 support environment.

Education

Bachelor’s degree in Engineering, IT, Computer Science, or Business Systems is required.