SAP CRM Support & Development Specialist

Our client is one of the most respected and a leading engineering conglomerate. Our client seeks SAP CRM Support & Development Specialist to be based at Pune. The required relevant experience is of 10-12 years. Desired Qualification is bachelor's degree in computer science, Information Systems, or related field.

The incumbent should be proactive and technically skilled CRM Support Specialist to manage day-to-day support operations for SAP CRM platform. The ideal candidate will be responsible for resolving L1, L2, and L3 tickets, performing enhancements, and acting as a liaison between IT and business teams for requirement gathering, documentation, and testing.

Key Responsibilities are:

1. Support & Incident Management:

- Handle L1, L2, and L3 support tickets related to CRM issues, ensuring timely resolution as per SLAs.

- New development and configuration in the CRM System.

- Perform root cause analysis, provide workarounds, and escalate critical issues when necessary.

- Monitor system performance and proactively identify potential issues.

2. Minor Enhancements & Development:

- Develop and deploy small-scale enhancements, configuration changes, and UI/UX improvements.

- Create and maintain custom reports, workflows, and automation rules.

- Collaborate with developers for complex changes and ensure smooth deployment.

3. Business Coordination & Documentation:

- Work closely with business users to understand requirements and translate them into functional specifications.

- Prepare Business Requirement Documents (BRDs) and Functional Specifications.

- Conduct unit testing and support User Acceptance Testing (UAT) with business stakeholders.

4. Change & Release Management:

- Participate in change control processes, ensuring proper documentation and approvals.

- Coordinate with QA and release teams for deployment planning and post-deployment support.

5. Knowledge Management & Training:

- Maintain knowledge base articles, SOPs, and user guides.

- Provide training and support to end-users on CRM functionalities and best practices.

Required Skills & Qualifications:

- Hands-on experience in CRM configuration, customization, and troubleshooting.

- Good understanding of CRM data models, integration points, and business processes.

- Experience in CRM support and development in SAP CRM

- Strong understanding of ticketing systems (e.g., Manage Engine, ServiceNow, Jira).

- Proficiency in BRD preparation, unit testing, and UAT coordination.

- Excellent communication and stakeholder management skills.

Preferred Skills:

- Experience with Salesforce or custom CRM platforms.

- Familiarity with middleware tools (e.g., PI/PO, MuleSoft) and API integrations.