SUMMARY

• Over Seven years of experience as SAP CRM/SD functional consultant, with proficiency in all implementation phases right from Requirements Gathering and Analysis, to GO - Live/Production implementation with extensive experience in configuration of SAP CRM Accelerated projects including Marketing, Sales & Service modules and experience in SAP SD with emphasis on Organizational Structures, Account Groups, Pricing and Condition Techniques, Account Determination procedures and Copy Controls.
• Proficient in interacting with Business Process Owners and End Users during Business Blueprint, Configuration, Customization and Integration phases and specifically for End User Training.
• Expertise in guiding the technical team members for User Enhancements, Custom Reports and other system modifications and identifying the WRICEF objects.
• Hands on experience on HPQC Test Execution and Defect Tracking
• Functional expertise in mapping Business Processes and configuration of Marketing activities such as planning and Campaign Management, External List Management (ELM), and Lead Management, pre-Sales activities in CRM, and complete Sales Order Management (Order To Cash) processes in SAP CRM and SAP SD.
• Configuration of WebUI including Navigation Area, Work Centers, and Authorizations etc. based as per the Business Role.
• Extensive experience in SAP CRM Service such as Installed Bases and Serial Numbers and IB BOM levels, Service Contract Management, RMA’s process, Complaints & Returns, Case Management, Warranties (Price lists), 3PR, Support Portal.
• Functional experience in configuration of condition techniques for Pricing, Partners, Territories, Organizational elements, Dates and texts in the business transactions
• Integration of SAP CRM system with Oracle ERP, Siebel CRM, SAP ERP, SAP Phone, Biller Direct, eBI, Clear Quest, Support Site and 3rd Party tools for Service Renewal process.
• Hands on experience in Master Data Management such as Mapping, Migration and transformation from Legacy systems to new environment
• End-to-end Order fulfillment ¾ Expertise in configuring Delivery process such as Picking, Packing, and Transportation, Proficient in configuring Shipping Point Determination, Route Determination, Transport and Delivery Scheduling, Backward Delivery Scheduling, Partial and Complete Delivery, Subsequent Outbound Delivery Split.
• Excellent client-facing skills, people skills, leadership skills, willingness to learn, analytical skills, problem-solving ability and boldness to face challenges.

TECHNICAL SKILLS

ERP: SAP ECC 6.0, R3 4.7, 4.6, Oracle ERP

CRM: SAP CRM 5.0, 7.0, Siebel CRM

Databases: Oracle, SQL Server, MS Access

Interfaces: IDoc/ALE, IDoc/EDI, ITS, RFC, SAP Phone, BW, BI

Languages: ABAP, SQL, HTML, C, C#, VB.Net, Java

Testing Tools: HP QC, QTP

PROFESSIONAL EXPERIENCE

Confidential, Sunnyvale, CA

SAP CRM Business System Analyst

Environment: SAP CRM 5.2, Oracle ERP, IBM Clear Quest, Oracle Siebel

Responsibilities:

• Played an important role in documenting the Business requirements from the users and writing Functional Specification for the same.
• Mapped B2B and B2C processes and cross functional pathways throughout multiple systems.
• Involved in finalizing functional requirements using RTM through conducting Gap analysis
• Helped technical team extracting the data from Legacy system into flat files and cleansing it before Staging.
• Validated the Installed Base data such as Service contracts, Products, Customer Cross-references, and RMA’s, Case Management, and Warranties in the SAP environment.
• Extensively involved in creating the Test Scenarios, Test Cases & Scripts for the business users to conduct UAT and BSA testing in HPQC and also tracking the defects in HPQC.
• Helped technical team to solve major issues while uploading the data to the Production Environment.
• Involved in testing complete OTC cycle starting from Sales Order created in Oracle ERP and data flowing through SAP CRM for Service Contracts, Clear Quest for Case Management, eBI for reporting, and 3rd Party Renewal Tool for Service Renewal activities and also for creating Opportunities, License Delivery for Contract Manufacturer and Customers & then back to Oracle ERP for billing as a part of Integration testing.

Confidential, King Of Prussia, PA

SAP CRM Functional Consultant

Environment: SAP ECC 6.0, Oracle ERP, SAP CRM 7.0, Oracle Hyperion

Responsibilities:

• Participated in Business Blueprint workshop and Involved in the preparation of Functional specs for custom SMARTFORMS for Sales order Confirmation.
• Integration of 3rd Address Check Interface UNISERV (RICEF component) with SAP ERP.
• Configured BP roles, navigation bar profile to define logical links, work center link groups, direct link groups and work centers for Service Organizational Model.
• Configured Partner Determination Procedure to determine contact person of the transactions.
• Defined Copy Control for all the transaction types to create follow up transactions
• Configured Transaction Settings for Service Order Processes, Service Order Quotations, Service Plans, Service Confirmation, Service Contracts, Service complaints and Returns etc. i.e., defined Transaction type and Item Category Determination and Defined Copy Control between business transactions.
• Configured Service Plans to trigger Service Order Templates with the help of Post Processing frameworks to automatic triggering follow ups.
• Configured Installed Base and IBase categories and Objects.
• Created Service and Response Profiles for SLA.
• Coordinated with middleware team to download Service Products, Product Hierarchy, and Product Categories from the backend system into the CRM system.
• Configured Web Shop to support B2B and B2C (E-Commerce and E-Service) by modifying existing templates and created Product Catalogs, Proposals and ATP check via R3.
• Configured and customized business scenarios with capabilities such as Base Functions, IC WebClient functions & profiles, Agent desktop functions, Telephony Integration for Automatic Number Identification (ANI).
• Assisted ICSS team to create, manage and update Cases and Solution Database in Knowledge Management for FAQ and provide advance search capabilities for predefined problems and User Administration.
• Assisted the test lead in development of application Test Plan and User Acceptance Test Plan along with the Business users and OTC Cycle for SAP ERP.
• Involved in Training of end users and troubleshooting day to day problems for SD module transactions.
• Providing assistance in Post Production Phase to fix the Bugs and errors and close the Tickets.

Confidential, Pittsburg, PA

SAP CRM/SD Functional Consultant

Responsibilities:

• Involved in preparing the functional and technical specifications for the business processes and customization based on the gathered requirements.
• Identified Gaps, performed feasibility analysis and Scope to customize SAP CRM and ECC 6.0 to meet Business requirements.
• Initial download of Customizing Objects and downloading all Master data’s from ECC to CRM.
• Setting up the Middleware for Business Partner data flow from CRM to ECC & vice-versa.
• Data qualities check of the downloaded data. Analyzes and fixes the error exceptions and completes the master data download successfully.
• Mapped the External List using method CRMD MKTLIST MAP of customers using the mapping rules, creation of Target Groups for Campaign execution using execution channels.
• Customized the Alert Modeler setup in IC WebClient in such a way that it triggers events for special operations performed in the IC WebClient transactions.
• Configuration of E-Commerce to strengthen Web-based Sales and Service operations including User Management process for B2B and B2C web shop users.
• Configuration of ICSS (Internet Customer Self Service) to support B2B and B2C scenarios to reduce interaction cost and increase customer satisfaction, which includes User Administration, Knowledge Management (FAQs) and Solution Database, and Service Request Management.
• Helped team to create Auto Suggest Knowledge Article alert for IC using Action Profile.
• Sending proposed Knowledge Articles to customers via email using SMARTFORM CRM KNOWLEDGE ARTICLE of knowledge article KNOWLEDGE ARTICLE AP using action profiles KNOW ARTICLE.
• Setup Sales Assistant with the set of Activities to configure the Sales Methodology for completing Sales Process.
• Configured Sales Cycle in CRM and Sales related billing is done in ECC only
• Wrote different Functional Specs for custom reports and other enhancements in system such as MINIMUM ORDER VALUE, PLANT BYPASS, and Adding Additional Fields to Sales Order in additional data tab and coordinated with the developers through the development process.
• Coordinate the unit testing and integration testing scenarios.
• Provided Go-live support.

Confidential, North Carolina

SAP CRM/SD Consultant

Responsibilities:

• Involved in a CRM Full Life Cycle Implementation using ASAP methodology and documented project requirements, defined organizational model and refined project goals by mapping the business process to the standard SAP functionalities.
• Developed and documented the functional specifications for the project requirements in the Blueprinting phase.
• Primary CRM resource of this highly customized project responsible for most critical components and functions of IC WebClient scenario.
• Configured and customized business scenarios with capabilities such as Base Functions, IC WebClient functions & profiles, Agent desktop functions, Telephony Integration for Automatic Number Identification (ANI).
• Developed and customized the IC profiles based on client’s business process and assigned them to the position holders and organization units.
• Customized the screen layout of the IC WebClient, configured the component profiles, Tool Bar, Scratch Pad, Alert Modeler, Transaction Launcher and Interactive Scripting.
• Customized the Alert Modeler setup in IC WebClient in such a way that it triggers events for special operations performed in the IC WebClient transactions.
• Generated CTI specific call lists and assigned call lists to the call center agents.
• Extensively involved and coordinated testing phase of the project and performed unit testing to ensure high precision.
• Conducted user training for Market Plan, Campaign Management and Market Segmentation.
• Configured Sales documents in SD such as Rush Order, Cash Sales, and Consignment documents.
• Configured various attributes related to Business Partner master data like roles relationships screen settings.
• Prepared documentation for the implementation process and worked with ABAP programmers to enhance the functionality using BADI’s.
• Worked on CRM/FI interface for account postings and CRM/BI interface for generating customized reports.
• Participated in preparation of test cases for unit & integration testing and User acceptance testing and defect tracking in Quality Center.
• Provided Production Support.

Confidential, Georgetown, MA

SAP CRM Functional Consultant

Environment: SAP CRM 5.0 (Upgrade from 3.1 to 5.0), Oracle ERP

Responsibilities:

• Configuration of Organizational data determination for Internet Sales & Service transactions
• Configured Partner Processing including Partner Determination Rules, partner relationships with Contact persons for Opportunity, Quotation and sales transactions
• Created Installed Bases and Integrated the Installed bases with qualifications, Warranties, Counters.
• Configured complaints and returns process in Oracle ERP.
• Worked on Case Management and RMA.
• Involved in the pricing conditions, Pricing Procedure, Condition Tables and Condition Types.
• Configured IC-Web Framework and IC Profile, Broadcast Messaging, Alert Modeler, Interactive Script.
• Involved in configuration of the Internet Customer Self Service (ICSS) Knowledge base.
• Creating New Actions (Like Sending E-Mail, Creating and Linking of service order, and also assigning workflows) in Case Management.
• Customized Solution Search in ICSS, Self-Service Request, Complaints and Return Management to provide the channel partners a better service facility.
• Coordinated with the reporting team in translating the SAP CRM reporting requirements to users
• Involved in unit testing, integration testing, and end user training and assisted in preparing test scenarios and documentation

Confidential, CA

SAP CRM/SD Functional Consultant

Responsibilities:

• Responsible for the full systems development lifecycle from requirements gathering through design, configuration, testing and implementation of SAP CRM
• Designed RICEFW for Gap’s & Requirement Analysis and Refinement of Business requirements in to Functional Spec’s.
• Developed Business Process Procedure Documents and Config documents using RWD tool.
• Extensively Involved in Complete customization for Activity Management, Opportunity Management, Contracts Management, Quotation and Order Management.
• Designed functional specs all required reports for customer.
• Extensively worked on Status Mgmt, Date Management and Item Cat Determination.
• Configured different Quotations and Sales Agreements (Outline Agreements).
• Configured the process for returns and complaints, sales agreements, Customer Master Configuration, Returns Process (Sales) and Complaints process in SD.
• Data Mapping of Business Partners and Transactional Data Conversion from Legacy System.
• Responsible for Data Cleansing and Data Mapping of Customer Master from Legacy system.
• Trouble shooting on VC issue’s and configured Product Configuration required customizing.
• Customizing Transaction Launcher for Report’s display on WEBUI.
• Created and guided users with test scripts, test plans and user testing with successful Go-Live.
• Designed the solution with different legacy systems as per the Business Requirements

Confidential, Ohio

SAP CRM/SD Consultant

Environment: SAP CRM (upgrading 4.0 to 5.0)

Responsibilities:

• Assigned Product Types to Hierarchy,Created Categories for contract services, order services, and warranties.
• DefinedService Profiles,Response Profiles, and service products for contracts. Created Warranty, assignedwarranty to equipment master.
• Defined Pricing Procedures for service transactions, and service contracts. Maintained determination of pricing procedures.
• Configuredcontract determinationforSLA,Warranty checkfor services.
• Configured Transaction Settings forService order process whenever the customer complaints or service requests received and defined Transaction Types, Defined Item Category for Service and Sales Items, and Defined Item Category Determination.
• Configured Transaction Setting forService Order Quotation and assisted in maintainingsmart formsfor Print Action, Action Profile, Conditions, Defined Transaction Type and Item Category Determination and after the service order quotations, whenever service employee performs service then service confirmation and service contracts are updated
• Identifying client requirements for enhancements and customizing for further follow-up action and ensured closure by the relevant teams.
• Involved in the creation of BPML (Business Process Master List) for the client
• Tracked the defects and provided solutions to issues.
• Preparing End user Manual in very defined and simple languag