PROFILE SUMMARY:

• SAP CRM 7.0 Techno Functional Professional and Certified S/4 HANA Sales Associate with more than 16 years of proven functional and technology experience that includes close to 12 years of experience in SAP CRM.
• Have been working for a large Tier - 1 Railroad company based out of Calgary for 3+ years, Instrumental in successful implementation of Sales Incentive Plan using SAP ICM, Leading implementation of customer experience portal using SAP CRM, Fiori & eHana.
• Previously worked for a large Utility retailer based out of Calgary for 4+ years, played multiple critical roles.
• To name a few, functional owner of CRM upgrade from 2007 to 7.0 EHP3 part of all e2e activities from SPAU to UAT.
• Design cum solution owner for large migration project of SMB customer from non-SAP to SAP CRM/IS-U platform.
• Solution lead/owner for many enhancements related to customer experience, new capabilities, launching new products, cost savings/automation, platform consolidation projects.
• Implemented a unique Marketing project- Coupon and Voucher management for Utility customers.
• Built the concept of Customer 360 based on CRM/IS-U using MCF based micro services architecture and BRF+.
• Strong forte in all CRM processes well versed with technical and functional activities.
• Worked as Lead CRM FA, Functional Consultant and Subject Matter Expert, Onsite-Offshore coordinator.
• An Engineering graduate with excellent communication and presentation skills and Customer oriented attitude.
• SAP experience includes end-to-end implementation, Production Support, Upgrade, Migration and Integration & Testing Projects.

EXPERTISE IN:

SAP CRM Configuration Expertise: Hands-on functional experience in design, configure & customizing in SAP CRM 7.0 Master Data, Technical Master Data, SAP CRM Fiori apps, HANA, Integration with Fiori, Gateway OData services, Sales Lead, Opportunity, Quotation & Order management, Contract management, ERP Sales Orders. Marketing Coupon & Vouchers, Campaign Management, MRM (Marketing Resource Management), MFM (Marketing Funds Management), MDF (Marketing Development Funds). Business Activity, Task, Service Tickets, Interaction Records, Interaction Center, IC Web UI, CRM IS-Utilities, CRM - Collections and Disputes management, Middleware, ERMS. Service Service Contract Management & Service Orders, Install base/Equipment/Technical Master Data. XML Web Services for SOA solutions in SAP CRM, Fact sheet, BRF+, Multi-Channel Foundation, Micro services.

Domain Experience: Transportation-Rail/Road, Utilities, Telecom, Manufacturing, Financial & Credit Cards

SAP Techno Functional Skills: Consulting experience with all project stages including conducting workshops, requirements determination, prototyping/POCs, estimation, gap analysis, end-to-end design, configuration, custom code specifications, liasoning with QA teams, review of test scope and plans, issue resolution, change management, go-live assistance and post implementation support

PROJECT EXPERIENCE:

Confidential

Specialist Business Systems

Responsibilities:

• Many projects/enhancements ranging from few weeks to 2+ years have been implemented. Significant are - Implementing sales incentive plan program using standard SAP ICM, Transformation of Customer station using SAP CRM, Fiori & eHana, Invoice related enhancements for end customer portal, enhancements related to ERMS
• Currently working on the further phases of Customer Station Modernization, large multi-year transformation project
• Instrumental in base design and core functional framework of new customer experience portal to build from the scratch with SAP CRM as the host for master data, administration applications and enabler for all other application access
• Lead multiple waves of go-live starting with base framework, data migration and application migration into modernized platform built on SAP CRM, Fiori and eHana along with other SAP systems as peripheral systems
• Strong experience in SAP Fiori based applications with HANA CDS views and VDAs hosted on eHana along with SAP CRM Master data.
• Lead the design and build of multiple administration apps for internal support teams that interacts with customers
• Review business requirements and participate requirements workshops
• Functional specialist for many projects, responsible for e2e activities business case preparation, building POC, review with Business & IT stakeholders.
• Scoping & preparing the JIRA based user stories, backlogs, sprints and sprint items with sub level tasks.
• Owning e2e solution design, drawing As-Is and To-Be business process flows, functional design document, getting sign off from relevant stakeholders
• Complete testing and implementation planning and go-live activities for minor to medium sized projects where no dedicated PM is present
• Change management and business user training & support documentation
• Manage application service requests, incidents, provide application support, analyse daily business issues, identify root causes, solution determination, fix and implement as part of weekly releases for continuous maintenance of applications

Confidential

SAP CRM Functional Lead/Operations Lead/Solution Architect

Responsibilities:

• Many enhancements/projects ranging from 1 /2 weeks to 6 months have been implemented successfully for last 3+ years between SAP CRM, IS-U and BW; To name a few significant - eBill, Pre- Authorized Payments, Credit Card Payments, Online Sign Up Optimization, Online Product Switches, Launch of new products(quarterly), General Product Platform for quick launch, Migration of SMB customers from Non-SAP to SAP CRM and IS-U billing integration with Salesforce and web, Transactional E-mail platform, Campaign management using Vouchers
• Currently starting a new upgrade from CRM 7.0 EHP3 to EHP4
• Functional owner for certain areas of upgrade defects, analysis, fix, test and do the business communication until it is closed. Part of the SPAU activities, getting the right analysis done to synch up the upgraded code.
• Customer preferred lead of all the upgrade mock cutovers to actual go-live. Part of the plan preparation, walk throughs with all enterprise stakeholders and war room setup. Managed the plan during cutover, ensuring the tasks are executed as per plan, communication to stakeholders, issue resolution in real time etc.
• Functional owner for many projects, responsible for e2e activities including ideation, business case preparation, building POC, review with Business & IT stakeholders.
• Owning e2e solution design, drawing As-Is and To-Be business process flows, use cases, customer journeys, functional design document, getting sign off from relevant stakeholders
• Manage service requests, incidents, provide application support, analyse daily business issues, identify root causes, solution determination, fix and implement as part of bi-weekly releases for continuous maintenance of applications
• Ensuring the build is done as per requirements, support QA teams for project details, testing cycles of SIT and UAT.
• Debug the ABAP code as and when required to figure out the root cause of the issues mainly in custom development
• Ensuring Training & Change management requirements are met - Code synch up in Training environment, setup the data for agents training, support training material preparation, train the trainer if required.
• Presenting the status in weekly governance calls with project sponsors
• Acted as vendor representative in a multi-vendor environment, responsible for all stakeholder’s communication
• Participate in Major Incident management process, resolving issues related to CRM, participate in cross functional teams involved in issue resolution, ensuring no business loss and downtime
• Participating in Roadmap planning and preparation from TCS side for the customer, leading solution design, supported for Presentations, Demos and documenting Solution discussions and Decisions
• Scoping & preparing the RICEFW elements, implementation approach and estimates
• Configuration of CRM CIC Web UI and Business processes with various views - Customer Identification, Interaction Record, Interaction History, Service Requests, Installed Base, Account Management, Products, Service Order, Service contracts etc.
• Supported SAP Security to setting up and troubleshoot new Security User roles and PFCG roles in accessing web UI with multiple business roles
• Testing of all the functionalities related to Marketing, Service and Interaction Centre along with QA and performance teams. Strong experience in designing and executing test cases, prepare test plans, manage testing cycle with various teams using HP Application Lifecycle Management (HP ALM)/QC.
• Identifying the areas for automation testing & supporting the automation team to build the scripts for automation testing.

Confidential

SAP CRM Functional Consultant

Responsibilities:

• MFM (Marketing Funds Management) and MDF (Marketing Development Funds) to effectively manage company’s Marketing Spend and Co-op Marketing Budget.
• Consolidating two instances of SAP CRM into one instance and implementation of Web Client UI on a consolidated instance.
• Contributed & part of Prototyping the standard out of the box solution to various stakeholders in Marketing and Finance department
• Part of solution design, supported for Presentations, Demos and documenting Solution discussions and Decisions
• Participated in requirements gathering/review, Business Process overview of as-is and to-be and GAP analysis of the requirements
• Blueprinting and configuration of the MFM, MDF solutions in the Sandbox & Dev systems
• Scoping & preparing the RICEFW elements, implementation approach and testing estimates
• Integration design of CRM MFM/MDF with existing business processes in ECC, with BW for reporting, with SRM for procurement
• Identifying all the objects to be migrated and the amount of transactional data for consolidation, dry run of the same in Quality
• Participated in Prototyping and Demonstration of Interaction Centre Functionalities
• Configuration of CRM CIC Web UI and Business processes with various views - Customer Identification, Interaction Record, Interaction History, Service Requests, Installed Base, Account Management, Products, Service Order etc.
• Supported SAP Security to setting up and troubleshoot new Security User roles and PFCG roles in accessing web UI with multiple business roles
• Worked with team in simulating & resolving issues of MCRM connecting multiple CRM with one ECC systems and multiple ECC systems with one CRM
• Testing of all the functionalities related to Sales, Marketing, Service and Interaction Centre along with QA and performance team using HP QC.
• Identifying the areas for automation testing & supporting the automation team to build the scripts for automation testing.
• Listing of all activities related to migration/consolidation & Cut-over and co-ordinate the actions with various teams like Security, ECC, Basis & Technical

SAP CRM & SD Subject Matter expert

Confidential

Responsibilities:

• Dig through the existing functionalities implemented and build the RTS
• Identify the unused functional areas and decommission the same
• Support the end to end testing of all on-going SD & CRM projects in various environments
• Support and test the projects & operations change requests
• Lead the initiative of reverse engineering & building Regression Test Suite for CRM & SD Modules and the following projects
• Have been part of more than 5 projects in testing E2E involving SAP SD, MM, PP, FI, CRM, SRM & BW business processes listed below including the messaging with EDI Idocs and XML messages
• SAP Upgrades
• Order to cash
• Subcontracting
• Consignment
• Vendor managed inventory
• Vendor co-located inventory
• Sales on eCommerce platforms
• Xi-Pay migration
• Have been part of and leading testing scope, efforts, delivery related to SD & CRM for upgrade of SAP ECC 6.0 from EHP 4 to EHP 5 & 6, CRM 7.0 EHP 1 & 2
• Understanding Business Process Requirements and participate in requirements analysis, process finalization discussions from business and user stand point
• Participate in design discussions, system and process walk-through
• Verification and validation of all project requirements implemented in the system
• Build & Execute the E2E system integration tests
• Scope the regression and validate the results of execution
• Log & follow the defect tracking process in the specified tools
• Estimate & size the efforts for all test management
• Lead the building of E2E test scripts, testing and reporting

SAP CRM Functional Consultant

Confidential

Responsibilities:

• Implementation of Service Order& Contract management solution with non-SAP E-Commerce as front end and SAP CRM & ECC as back end
• Implementation of SAP CRM Service Solution to support network of Company’s Walk in store
• Implementation of Standard CRM out of the box Contact, Task & Activity management for a Network Operations & Service Organization departments
• Implementation of CRM-CDM is to automate, integrate RIM’s Credit, Collections and Payment application groups with FI-CA as the underlying solution component.
• Participated in business requirements gathering Workshops & Presentations
• Prototyping and Demonstration of CRM processes related to Customer Interaction & Service
• Configuration of Business processes in SAP CRM - Activity & Task Management, Account and Contact Management, Status & Date profiles, Service Request, Categorization Schemas, Business Agreement, Service Agreements, Sales Orders, Service Contracts, Item Categories, Action Profiles, Copy control, ECC Order and Contract integration settings, BP Master data & Relationships, ECC Account Groups, CRM-ECC replication settings (PIDE) Objects, Installed Base, Org Structure Sales & Service, Web UI, Transaction Launcher to enable multiple functionalities maintenance in ECC through SAP CRM.
• Creating Functional Specifications for enhancements & customizations
• Configuration of CRM Web UI with necessary business roles & corresponding views with Navigation Bar settings
• Support Technical teams in Setting up of Business Partner Inquiry & update and Service Request Web Services, Proxy services via SAP PI
• Integration testing of all the implemented functionalities E2E & Support BSA teams for the completion of UAT testing. Report daily testing status.
• Co-ordinated with automation team for building automation scripts for Web services negative testing & Performance team for Load& Performance testing
• Documenting the maintaining the Web Services implementation guides & Training materials
• Supported the PI team in setting up of FEH processes
• Responsible for testing of complete functional testing of all the newly implemented functionalities in Dev & QA systems
• Responsible in transporting the solution in QA environment & any other non-transportable configuration to be replicated in QA environment.
• Tracking RICEFW documentation based on requirements, changes & discussions
• Regression testing of existing functionalities

Confidential

CRM Functional Analyst

Responsibilities:

• Fresh implementation of CRM 7.0 solution through ‘Tabula Rasa’ approach (step by step prototyping)
• Data migration from current CRM 5.0 to CRM 7.0
• Ensuring the integration of processes between ISU and IDE with CRM.
• Build, deploy and support of solution
• Understanding Business Process Requirements and driving analysis, process finalization, resolving process & technical issues.
• Ensure Master data and other customizing is in place.
• Involved in Base customization, Sales and Marketing.
• Setting up Business Partners, Business Partner Relationship, Organizational Model, Organizational Data Determination, Partner Determination and Text Determination.
• Worked on Activity Management, Account and Contact Management, Opportunity, Offer & Contract Management in Sales.
• Involved in Marketing and Campaign Planning, Creating Profile Sets, Target Groups, Campaign Execution and Lead Management.
• Involved in IC Web Client customization, Interaction Record, Service Request, Categorization and Scripting profiles.
• Prepare Functional Specification documents
• Data migration support activities
• Identify risks and prepare mitigation plan
• Performed unit tests, Supported integration tests and attended UAT related meetings
• Active participation during Integration test, UAT and pre-go live support.
• Preparation of various quality documents like Project start-up document, risk tracker, weekly score card, project management plan etc.

Confidential

CRM Functional Consultant

Responsibilities:

• Setup the CRM interface with virtual directory (LDAP) - It involves RFC configuration, connector configuration, Server configuration and Mapping attributes and Scheduling and Monitoring.
• Prepare Functional Specification documents
• Data migration and Cutover activates
• Identify risks and prepare mitigation plan
• Performed unit tests, Supported integration tests and attended UAT related meetings
• Active participation during Integration test, UAT and pre-go live support.
• Prepare Weekly scorecard/status reports (WSR) and Attend WSR meetings.
• Preparation of various quality documents like Project start-up document, risk tracker, weekly score card, project management plan etc.
• Experiencing first time developing an interface between CRM and Third party database i.e. CRM with Lightweight Directory Access Protocol (LDAP) interface development.