- 9+ years IT implementation and operation support experience in SAP CRM, including Sales and Service modules, 3 years in Service, 7+ years in Sales Operation.
- 1+ year experience in Salesforce CRM.
- Skilled in CRM application architecture and main technical fields, Sales opportunity, Quotation, Contract, Order, Service, CHM & TPM, Master data.
- Excellent IT knowledge functionality, EDI, Middleware, system integration, Web UI, ABAP code analysis.
- Good capabilities of analyzing business requirement, design solution and implementation.
- Professional in IT application system management, system architecture (CRM itself, and related integrated systems), system outage, system optimization and enhancement, system life cycle management, system health check.
- 6+ years project implementation experience. 4 times as project leader and 6 times as project member.
- Outstanding cross - team collaboration ability and have large-scale project management experience. 6 Sigma d - Green Belt.
- Familiar with ECC SD, CTO material process, Salesforce.
- 4 years team management experience in people management. Good capability of presentation and team management. Be familiar with ITIL process and ITSM tool.
- Good communication and coaching with users and excellent user trainer.
- Capability of working in multi-culture environment. Good at MS Office. Working knowledge of ITIL/ITSM.
CRM IT Operation Manager/Senior Consultant
- Setup close regular communication with global business user, initiative ‘Value to Business’ action from IT to business.
- System life cycle management and system health check IT Driven system optimization, performance and functionality.
- Operation management of user incident, service request enhancement and project. IT solution and MTP evaluation.
- Complicated CRM issue or cross function issue fixing.
- Business analyzing and processing optimization. Translate business strategy into system for sales and support.
- Own function design and write function specification document, then work with development team, testing and support UAT.
- Project implementation and system enhancement per business requirement.
- Functional spec document written, work with development team to realize it, SIT and support UAT.
- Trouble shooting. Resolve the issues which can’t be resolved by level1, find out the root cause and fix the issue permanently.
- Deep dive analysis of incident to result user issue and system issue, and work out the actions.
- Innovation person and project supervision.
- Enable on line help function for users to help them resolve issues by themselves;
- Establish CRM regression test scenario library and enable them can be tested automatically to reduce testing man day and short testing cycle.
- Analyze and sort out the operation issues which can be implemented in on line help function, sort out the scenarios which need to be inputted into automation test library.
- Responsible for project management, control project process, ensure project go live on time with good quality
- Due to business expansion and growth, the performance of the system will be affected, find out and optimize the functions which need to be optimized, guarantee the stability and performance of system to improve user satisfaction.
- Lead team member to deeply dive system pain point that indeed impact system overall performance, such as clear up Order Save Badi implementation, and the background jobs that would easily exhaust system resource frequently, etc.
- Closely engage with key users’ pain points that impact user operation.
- Innovation. Change the ongoing function design and IT solution with better ways. Besides IT technical person, also as the project manager.
ConfidentialCRM IT Function owner
- Discuss upgrade plan and roadmap with basis team, to avoid impact to biz and ongoing project release
- Communicate with Key business Transfer for IT solution review and Go live Readiness Review process, explain and resolve their concern.
- Lead all function teams in Operation department for regression testing; workout testing scenario in CRM team, ensure project progress by tracking all of the teams.
- Setup suitable Go live and PPS methodology.
- Keep closely notification with IT internal and biz for weekly tracking report.
CRM IT Function owner
- It involves full cycle of end to end process in CRM, including sales org switch, Business Partner master data.
- Be responsible of all work of requirement alignment with Confidential, Function Spec documentation, configuration, Unit testing and UAT.