SAP CRM Service Consultant

We are looking for a dynamic and customer-focused SAP CRM Service Consultant to join our global IT team. The ideal candidate will have strong expertise in SAP CRM Service Module, Interaction Center, and ERMS, along with excellent communication and stakeholder management skills.

This role requires close collaboration with business users and international stakeholders to deliver high-quality SAP CRM solutions, operational support, and continuous improvements aligned with business objectives.

Key Responsibilities

• Understand customer and user requirements across global regions and collaborate with stakeholders to ensure complete and effective IT solutions.
• Configure, support, and enhance SAP CRM Service Module functionalities.
• Manage and support SAP CRM Interaction Center processes and operations.
• Configure and maintain ERMS (Email Response Management System).
• Design, configure, and troubleshoot Mail Forms within SAP CRM.
• Monitor and manage Background Jobs, including issue analysis and resolution.
• Handle operational support activities including:
• Incident resolution
• Change request configuration
• System enhancements
• Redeployments and consultancy
• Participate in demand clarification, prioritization, and solution planning with business and technical stakeholders.
• Ensure delivery of scalable and optimized technical solutions while balancing operational efficiency and technical improvements.
• Contribute to quality assurance activities and support KPI fulfillment.
• Work independently on technical and functional assignments within an agile and multicultural environment.

Required Skills & Qualifications

• Bachelor’s degree in Engineering, Computer Science, Information Technology, or related field.
• Strong hands-on experience in:
• SAP CRM Service Module
• Interaction Center
• ERMS (Email Response Management System)
• Mail Forms
• Background Jobs
• Good understanding of customer service processes and related IT solutions.
• Strong analytical, problem-solving, and troubleshooting skills.
• Agile mindset with adaptability to dynamic business environments.
• Excellent communication skills:
• Written and verbal English
• Strong articulation and presentation/orator skills
• Ability to collaborate effectively with global and multicultural teams.

Good to Have

• SAP CRM technical troubleshooting and Debugging knowledge
• Exposure to SAP CRM enhancements and support projects
• Understanding of technical debt management and continuous improvement practices

Preferred Candidate Traits

• Proactive and solution-oriented mindset
• Strong stakeholder management skills
• Ability to work independently and manage multiple priorities
• Flexible, collaborative, and customer-centric approach
• Willingness to learn and adapt to new technologies and business processes

Work Environment

• Agile and international work culture
• Opportunity to work with global stakeholders across regions
• Exposure to strategic IT initiatives and customer service transformation projects

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