Responsible for analysis and evaluation of user business problems and development of business system
or process recommendations to meet requirements, including problem definition, evaluation of
requirements, and implementation of systems/processes. May participate in business systems planning
to define or upgrade business applications or functional solutions. May serve as business liaison to IT.
This role may involve a significant amount of project management. Project management responsibilities
include managing internal non-technical business projects from initiation through completion. Leads
project planning, resourcing, staffing, progress reporting, issue resolution and delivery of results.
Interprets requirements, identifies project scope, plans and directs schedules, monitors project budgets,
assigns tasks and tracks performance and milestone achievement. Recommends schedule changes, cost
adjustments, resource additions or scope changes. Ensures effective communication across
teams/functions. Keeps management informed of progress, key issues and changes which may impact
the business. Requires people and resource management through others, and may include leading third
party resources.
Determines and develops approaches to business system/process assignments
Leads business process-related projects requiring coordination with other functions
Solves a broad range of system and/or work flow problems of varying scope and complexity
Primary Job Responsibilities
Lead projects
Monitor & track process health
Create & execute robust training plans for team
Lead to Opportunity integration and post integration operational Support
Cross system platform data management/Hygiene
SAP CRM, SAP ECC, contact management
Manage SAP CRM Support process
Facilitate success of global user acceptance test (UAT) testing of new on-demand features and
functionality to ensure quality and consistency of SAP CRM releases
Mentor & coach other team members
Escalation management

Demonstrated outstanding customer service experience or prior Business support experience
9+ years of Operations and administration experience
7+ years in a business systems analyst/lead or equivalent role working with complex support functions
and projects
Strong command on SAP CRM Operations
Knowledge in Salesforce CRM would be an added advantage
Dependable, motivated, with the ability to work with minimum supervision
Excellent written and verbal communication skills
Excellent presentation skills
Excellent partner management skills
Solid analytical and troubleshooting skills
Operations experience or working with Analytics organization desirable
Expert knowledge in Project Management
Experience and good understanding of Quality (e.g. Lean, Six-Sigma, GB project completion is a plus)
Experience working in Complex ERP system
Knowledge of Pre & post-sales cycle
Bachelors degree or Masters degree
Detail-oriented, organized, and able to work on multiple tasks simultaneously in a fast-paced
environment
Advanced troubleshooting and debugging skills; passion for problem-solving and investigation
Shift timing : General / afternoon — depends on the requirement