SAP CRM Support L2

Job Overview: 

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