SAP CRM Functional Analyst - Services

Configure and support Service Notifications, Service Orders, and Case Management in SAP CRM

Configure and support Field Service processes, including Multi‐Resource Scheduling (MRS)

Configure Service Confirmation processes to ensure billing readiness and downstream integration

Manage equipment records, Installed Base, and warranty entitlements

Support service quotations, service contracts, renewals, and warranty processes

Define, validate, and maintain SAP CRM relationship roles for service customers, warranty holders, technicians, and service partners

Configure and manage number ranges for Service transaction types

Configure and support partner functions, partner determination, and text determination procedures

Ensure proper alignment between SAP CRM Service processes and SAP ECC

Deliver interactive reporting for service performance, SLA compliance, and operational visibility

Configure and support SAP CRM WebUI for Service and CIC users

Participate in Agile delivery activities, including backlog refinement, sprint planning, testing, UAT, releases, and production support

Collaborate cross‐functionally with Service, Sales, CIC, Field Service, and technical teams.

Education

Bachelor’s degree in Information Systems, Engineering, Business, Supply Chain, or a related field, or

Equivalent combination of education and relevant SAP CRM experience

Certification / License

None required; SAP CRM certifications are not mandatory but may be considered an asset

Work Experience

8-10+ years of hands-on SAP CRM functional experience, with demonstrated focus on Service Management processes

5+ years of SAP ECC experience, with focus on integration to SAP CRM

Hands-on experience configuring and supporting:

Service Notifications

Service Orders

Service Confirmations

Experience supporting equipment, Installed Base, and warranty management

Experience supporting Field Service and scheduling processes

Experience working within an Agile delivery model

Experience participating in UAT, releases, and production support

Experience collaborating with cross‐functional teams including Service, Sales, CIC, and IT)

Knowledge / Skills / Abilities

Strong functional knowledge of SAP CRM Service processes

Working knowledge of SAP CRM relationship roles across the service lifecycle

Solid understanding of SAP SD and integration between SAP CRM and SAP ECC

Experience configuring SAP CRM WebUI for Services and CIC users

Strong collaboration and communication skills

Ability to work effectively across Sales, Marketing, Services, and technical teams

Strong analytical and problem-solving skills to translate business requirements into SAP CRM solutions

Excellent communication skills, with the ability to work effectively with both business and technical stakeholders

Environment

SAP CRM 7.0

SAP ECC 6.0 (FI, CO, SD, MM)

XML

Microsoft tools

Master’s degree in Business Administration, Information Systems, or a related field is preferred

SAP CRM certification (SAP CRM 7.0) preferred

SAP SD certification

Agile-related certifications (Scrum, or Agile Practitioner) are a plus

Salesforce (SFDC) certification is beneficial but not required

12-15+ years of SAP CRM functional experience, with at least 5–10 years supporting Service, Sales and Marketing-focused processes

Experience supporting service contracts, renewals, warranties, and entitlements

Experience supporting Customer Interaction Center (CIC) processes

Experience working in hybrid CRM landscapes (SAP CRM integrated with Salesforce)

Experience supporting pricing, variant configuration, IPC, or CPQ‐related processes

Experience with large‐scale or global SAP CRM deployments

Prior experience supporting User Acceptance Testing (UAT), releases, and post‐deployment support across multiple team

Salesforce (SFDC) Sales lifecycle knowledge

Advanced knowledge of Installed Base, warranty, and entitlement management

Experience enabling sales analytics, pipeline visibility, and reporting

Familiarity with middleware and integration concepts between SAP CRM and SAP ECC

Strong documentation skills (functional specs, test scripts, process flows)

Ability to manage multiple priorities in a fast‐paced Agile environment

Strong stakeholder management and influencing skills

Proven ability to work independently while collaborating across Marketing, Sales, Service, and Technical teams

Comfortable operating in an Agile, fast‐paced delivery environment with multiple concurrent priorities

PHYSICAL DEMANDS:

Office Environment (Includes field sales):

While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus. Occasional travel. (If travel percentage is required beyond occasional or is a regular part of the job, include “Up to x% travel and valid Driver’s License required.”)