Subject Matter Expert - Innovation - CRM

Innovation SME-CRM (8-17 yrs)

Subject Matter Expert (SME) provides a focus on the delivery into their functional or cross-functional area, which includes owning the application landscape roadmap, design to delivery of solutions, supporting the run of the application, maintainability and lower TCO for the business.

Accountabilities and responsibilities :

Following are the verticals that a SME would be responsible fo r:

Driving Innovations : Identify new technologies, innovations which will provide business value. Designing to Deployment of Solutions to meet business need

Vendor management : Managing and building relationships with vendors

TCO : Drive reduction of TCO for the application or landscape

Sustenance & Resilience : Ensure Sustenance and Resilience of capabilities delivered

Build Talent and Teams : Invest in building talent

Driving Innovations :

- Responsible for both smooth project delivery and Business As Usual post capability is live

- Lead delivery of all agreed IT-related projects, from Feasibility phase to completion

- In the Ideas phase, provide support to Business Engagement in driving clarity of business requirements, high level design, cost and time estimates

- Identify the right design, solution for the business requirements, own the functional specifications and work packages for delivering the solution

- Work in close partnership with the vendors to ensure on-time and on-budget execution of application changes for all key projects and programmes

- Work with global teams like Business Partners- s, Other SME's to adopt global processes, processes, technologies

- Ensure agreed changes are correctly integrated with solutions in other functional areas

- Help ensure Technical and Security standards established are implemented and adhered to during design and implementation

- Ensure smooth transition to support with all knowledge captured.

- Develop strong relationships with other key stakeholders within IT

- Identify innovations, growth opportunities for exploration

Vendor Management :

- Participate in functional and technical design reviews (QA process) with strategic IT suppliers and/or other 3rd parties when/where appropriate

- Hold vendors accountable for quality and timeliness of deliveries through governance mechanisms

- Ensure adequate knowledge sharing and retention through documentation and adherence to GPD

Drive TCO :

- Drive simplification to support the lowest possible TCO for each component in the systems landscape.

- Deliver above responsibilities within an agreed financial charging structure and budget

- Adopt methodologies of convergence, build once so that the cost of delivery is reduced

Sustenance & Resilience :

- Develop and maintain the roadmap for IT systems architecture change/refresh in line with destination architecture and aligned with business priorities for change projects and programmes

- Work with landscape management teams to ensure system hygiene, performance, KEC objectives are delivered

- Work with the release management teams to ensure gate process and release process is adhered to

- To work with the AM teams not only for transition of new projects, but also support of existing processes to ensure user satisfaction and call reduction

- Plan for infrastructure needs, service introduction and service transition and work with the EC teams for delivering it

- Ensure minimal business disruption. In case of a disruption, resolve the issue and the root cause with less downtime

- Ensure a stable and resilient system - this should be ensured in project delivery & BAU

Build Talent and Teams :

- Help build and retain level 1 SME capability

Process and Technology knowledge required :

One or many of the following Business Processes :

- SAP CRM

Main Associated Technologies / Applications (one or more of these applications) :

- Enterprise Applications like SAP, Oracle etc

Key Interfaces :

- Fusion Business Users

- Geography IT teams

- Other Enterprise Solutions Teams

- Other SME and Project Teams

- Global Solution Delivery Team

- Business Partner Team

- Information Management and Analytics

- Relevant ES IT teams

- Strategic IT Suppliers and Management Teams

KPIs :

- Solutions meet agreed business requirement

- Project Delivered on time in budget

- Solutions delivered with no or low impact on existing system performance/operation

- Solution harmonisation and adherence to best practice standards