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Sr. Sap Crm Business Analyst Resume

Malvern, PA

SUMMARY:

  • 20 years of Total IT (Technical & Functional) experience and 9 years of combined SAP CRM and SAP ERP/ECC Sales & Distribution (SD) experience
  • 3 full life cycle implementation using structured ASAP methodology in High Tech, Manufacturing, Public Sector, Revenue, Utility, Finance and Electronic Tolling domains.
  • Having good understanding and hands on knowledge of SAP CRM/ECC Middleware, logistics, inventory management, implementation, configuration & customization
  • Having good understanding of SAP C4C and Hybris and Integration with on - premise CRM/ERP
  • Involved in Pre-Sales, Proposal activities, Packaged Software, ERP Product evaluation & assessment, knowledge transfer, Change request creation and process improvement
  • Interviewed internal stakeholders and various business process owners to identify their pain points in their respective functionalities/process areas/modules/systems and documented them. Understanding of customer business paradigm and providing value added solutions for their business development
  • Good understanding of the full life cycle of Public Sector operations (IS-PS) and Procedures such as Tax Payer Registration, Accounts and Contact management, Case Creation, Auditing, Collections, Dunning, Correspondences, Returns, Payments, ICRs
  • Recommended best practices in the Industry, Ability to translate functional requirements into technical terms relevant to the packaged software to coordinate and assist with the detailed technical design
  • Demonstrated technical knowledge on Customer Master data management and experience in executing large-scale SAP ERP & CRM integration projects.
  • Experienced in Requirement Gathering, Conducting workshops, Facilitating JAD sessions, Scoping, Pre-Sales, Presentation, As-Is/To-be analysis, Fit gap analysis, Test planning, Test Scripts, Data Migration/Data Conversion, Cutover, Deployment, User training and Production fix.

SKILL:

Technology:

Tools: MS Office (Word, Excel, Visio, Power Point, Outlook, Access, Project)

Database: Oracle, DB2, SQL Server, Sybase, MS-Access

Reporting: Actuate, Crystal, Business Objects, BEX, SAS

User Interface: Web UI, Portals, CIC (Win Client & Web Client)Programming ABAP, COBOL & Java, SQL Plus, SAS

Methodology: ASAP, AGILE, SDLC, HPQC, Solution Manager SAP ERP

SAP Expertise:

Sales: Opportunity, Quotation, Order Management, Account & Contacts

Marketing: Segmentation, Target Group, ELM, Lead Management and Campaign

Service: Ibase, Service Request, Service Order, Service Ticket, Case Management

Cloud: SAP Hybris, SAP C4C (Sales)

Call Center: Interaction Center, Alerts, Business Roles, Web UI

Integration: SAP CRM-ECC, SAP CRM-HR, SAP CRM-MS Outlook Groupware Integration

ERP: SAP ECC5.0/6.0, SAP CRM 5.0/2007/7.0 , BW/BI,IS-U,IS-PS,PSCD,TRM,TPM

PROJECT EXPERIENCE:

Confidential, Malvern, PA

Sr. SAP CRM Business Analyst

Responsibilities:

  • Assisted in the configuration and customization to meet the business process design and application requirements BP, ERP Order, Opportunity, Complaints, Groupware and Middleware
  • Defined best practices for Customer & Account Management, Contact Management, Case Management and SAP CRM (UI and Middleware)
  • Configuration of Campaign Management, Segmentation, Target Group, External List Management, Service Request, SAP CRM - MS Outlook Groupware & SAP CRM - HR Integration
  • Supporting Middleware configuration, Organization data model and Business Role creation. Involved in defect fixing, root cause analysis and resolution

Confidential, Downers Grove, IL

Integration Team Lead

Responsibilities:

  • Defining Business Processes: Customer & Account Management, Contact Management, Case Management, SAP CRM (UI and Middleware), SAP FICA
  • Involved in the design of the configuration and customization to meet the business process design and application requirements for BP, Customer Account and Case Management
  • Configuration of Campaign Management, Segmentation, Target Group, Service Request, Case, IBase, Provider Contract, Provider Order and Middleware
  • BPD and FD review, Test plan, Test Data preparation, Test execution and assisting training team in Training material preparation
  • Complete all appropriate documentation required by the developers, testers, deployment team, and application management team that will maintain the application.
  • Supporting Middleware configuration, Organization data model and Business Role creation and Involved in Data conversion/Migration, Deployment and Cutover activities

Confidential, Harrisburg, PA

Cross Functional Team Lead/Business Process Specialist

Responsibilities:

  • Serving as a liaison to the business community and participate in user and task analysis to maintain the business community's perspective and Working as a SME closely with the Business Process Owner to assess current capabilities and identify high-level customer requirement
  • Configured Middleware integration between IS-PS PSCD, TPM and CRM for Business Partners, Contract Account and Contract Object and Configured HR-CRM integration via ALE process
  • Configured and fixed middleware issues, master data and data replication issues, Involved in RICEFW Functional Designs documentation and assisting tech team in Tech Design
  • Involved in Legacy Data migration and Data validation, Cutover planning and Deployment activities
  • Involved in test plan creation, test scripts, defect fixing, root cause analysis and resolution

Confidential, Rochester, NY

Business Process Owner

Responsibilities:

  • Worked with Business Process Owners to assess current capabilities and identify high-level customer requirements and pain points in the current application. Defined metrics and performance goals for the application.
  • Evaluated Case Management, Opportunity management, Groupware Integration, Mobile solutions, Service Order, Service Contract, Installed Base, Territory Management
  • Involved in Business requirement document, Business Principles, Fit/Gap analysis. Evaluated current As-Is process and identified flaws in the system and Involved in Packaged Software/ERP product evaluation and assessment
  • Attended workshops with sponsors and stake holders to know their pain points and issues in their current system and conducted interviews to gather requirements from Business users

Confidential, Irving, TX

Business Process Dev Lead (CRM/TRM/TPM)

Responsibilities:

  • Involved in Project Preparation, blueprint and Realization Phase of CRM 7.0 implementation project
  • Conducted workshops and meetings to gather requirements about Account/Contact creation, Marketing Campaign, External Lists and Target Group
  • Configured Web UI Business Roles/Navigation bar profiles for Marketing, Service Contract and Call center, Set up Products, Org Structure, Service Contract, Case Management and Interaction Record
  • Configured Campaign management, Segmentation and Target Group and Involved in Middleware configuration of ISU and CRM for BUPA, Products and Contracts
  • Derived Validation and Business rules for new enrollments, maintenance and deactivation of BPs.
  • Tested and validated all the transformation and loading of CRM IS-U master data.

Confidential, Latrobe, PA

SAP CRM/ISU Functional Consultant

Responsibilities:

  • Involved in blueprint and Realization Phase of CRM 7.0 implementation project and Identified gaps and formulate necessary enhancement functionality (WRICEF)
  • Configured Campaign management, Segmentation, Target Group, Lead, functionalities in Marketing and Quotation and Opportunities in Sales and Case and Complaint Management
  • Configured Web UI Roles for Marketing, Sales and Service Professionals and Created training documentation for Marketing and Sales processes.

Confidential, Malvern, PA

SAP CRM/SD Functional Consultant

Responsibilities:

  • Involved in ERP Business process development, Daily operations, Hiring process and Infrastructure development
  • Performed root cause analysis on assigned production remedy tickets and resolved production issues
  • Involved in production support, Root cause and problem resolution process of daily stores operations
  • Full development lifecycle experience: requirements, design, build, test, deploy

Confidential, Phoenix, AZ

Sr. Programmer Analyst

Responsibilities:

  • Documented business requirements and assisting in conducting gap analysis
  • Developed Business Rules for the Membership Enrollment process and Full development lifecycle experience: requirements, design, build, test, deploy
  • Experience with requirements analysis, testing and end user training and Created business rule for the conversion project based on the legacy system
  • Designed new Data-warehouse systems Based in Oracle and Actuate

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