SAP Customer Relationship Management (CRM) : Service

• 8+ years of experience as SAP CRM Functional Consultant with support-heavy background
• Strong functional knowledge in Sales, Service, and Case Management
• Hands-on experience in incident management and production support
• Strong integration knowledge with SAP ECC / S/4HANA
• Functional understanding of middleware (CRM Middleware / CPI / PI)
• Experience handling customer-facing issues and complaints
• Excellent problem resolution and root cause analysis skills

Key Responsibilities*

• Provide L2/L3 production support for SAP CRM
• Resolve high-priority incidents within SLA
• Perform root cause analysis and permanent fixes
• Support case management and customer service processes
• Resolve CRM–SAP integration issues