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Sap Crm Functional Consultant Resume

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St Louis, MO

SUMMARY

  • Around 7 years of SAP CRM functional experience in full lifecycle implementations, support and up - grade projects
  • Experienced in full lifecycle implementations using ASAP methodology using CRM 5.0, CRM 7.0 & CRM 7.0 (EHP1) including Business Process Re-engineering through ‘AS IS’, ‘TO BE’, GAP analysis, Blue Printing, Configuration, Realization, and Testing
  • Extensively Worked on SAP CRM and ECC implementations with a strong focus on SAP CRM Sales, Service, CIC & Web User Interface (Web UI) integration with ECC
  • Good Knowledge of CRM 7.0 (EHP1), CRM 7.0, CRM 6.0, Business Roles, Work centers, Navigation Bar, Logical Links, EEWB, AET and WEB UI
  • Experienced in translating business requirement into functional process and Go-live preparation, Go-live, Post Go-live support
  • Proficient in the following functions of SAP CRM Sales: Opportunity Management, Quotation & Order Management, Visit Planning, Buying Center, Sales Cycle, Agreements & Contract Management, Product Substitution, Listing & Exclusion, ATP Check, Activity Management, IPC and Credit Check
  • Proficient in the following functions of SAP CRM Service: CRM Master Data, Installed Base Management & Objects, Service order Management, Complaints and Returns, Service Contracts, Warranty claims, In-house Repairs, Usage Based Service Contracts and Sales Process with integration to backend R/3 system
  • Good exposure to SAP CRM Marketing Campaign Management, Target Groups, Products and Product catalog, Product Proposals, Business Partner Segmentation, Marketing Attributes, Personalized Mail forms, ELM and Lead Management
  • Experienced in configuring Customer Interaction Center (CIC) framework profiles, Navigation Bar profile, Activity Clip Board, Transaction launcher, Agent inbox Profile, Business Transaction Profile, Functional profiles, involved in Roles & Authorizations and User Creation while coordinating with Basis team in SAP CRM
  • Experienced in configuration of Order-to-Cash (OTC) process including: Inquiries, Quotations, Sales Order processing, Pricing, Credit Check, Scheduling Agreements, Delivery processing, Shipping, Transportation, Picking, Packing Goods Issue and Billing
  • Good exposure in creating master data in CRM, transaction types, rules, organization profiles, organization determination, partner determination, Pricing & Product Catalog and Controls like action profile, date profile, status profile and text determination
  • Maintained rules using SAP Business Rules Framework plus (BRF+)
  • Configured replication between R/3, CRM and CRM, R/3; replicated customizing objects, conditioned objects, Master data and transaction data
  • Good exposure to Seed Manufacturing, Retail, Public Sector, Pharmaceutical, Food Packaging and Oil & Gas industries
  • Good knowledge and exposure of OSS Messages, OSS Notes and fair knowledge of MVC
  • Worked on basic Debugging and worked on Knowledge Management

TECHNICAL SKILLS

Sales & Service: - Quotation & Order Management, Listing & Exclusion, Sales & Service Agreements, Sales & Service Contracts, Service Confirmations, Complains & Returns, In-house repairs & Warranty claims

Customer Interaction Center (CIC): - Business Transaction Profile, Account Identification, Broadcasting Message, Navigation Bar, Alert Profile, Agent Dashboard, Call List and Agent Inbox settings

PROFESSIONAL EXPERIENCE

Confidential, St. Louis, MO

SAP CRM Functional Consultant

Environment: - SAP CRM 7.0 (EHP1) & SAP ECC 6.0

Responsibilities:

  • Analyzed and configured Transactions Types, Item Categories and dependent profiles like Actions Profile, Categorization Profile, Org Determination Profile, Status Profile and Date Profile
  • Configured Activities, Tasks, customer enrollments, customer interaction, customer inquiry and account maintenance including the Sales assistant & Buying center
  • Extensively involved in creating Product Master particularly in the areas of Product Hierarchies, Categories, Set types and Attributes and also handled few tickets on I-Base
  • Implementedconfiguration changes andsystem enhancementswith the help of change management process; and performed initial testing of problem corrections and enhancements
  • Configured Lead Management that included creating questionnaire and assigning qualification
  • Analyzed and resolved issues related tosupportor project development
  • Configured sending personalized emails for product promotion and created interactive scripts for call center agents
  • Interfaced with Client to determine new requirements and worked on Solution Manager
  • Co-ordinated with the technical team at SAP for SAP phone Interface and preparing the RFC connection
  • Configured Reports & Dashboards with the help of Transaction Launcher and Report Logical link creation new functionality of EHP1
  • Worked on different types of Quotes, Sales Orders, Sales Contracts, Activity Management and Complaints
  • Performed Unit, Integration Testing and User Acceptance Test (UAT) with Business Users, prepared User Manual and Flow Charts
  • Involved in documenting the process, crafted documentation templates and standards for instructors and train the trainer sessions
  • Added manual pricing condition for an item under specific circumstances
  • Configured Web Shop, Product Catalog and Login ID setup
  • Configured Sales Order processing in CRM including creation of request for Quotation
  • Worked on middleware in monitoring, downloading and troubleshooting CRM & ECC queues

Confidential, New York, NY

SAP CRM Functional Consultant

Environment: - SAP CRM 7.0 (EHP1) & ECC 6.0

Responsibilities:

  • Gathered business requirements, documented Blue Print design, Use Cases, Functional Specification
  • Implemented customer interaction center (CIC) for service tickets and configured IC WEB Client for creation of Web Client Profile, Framework Profile, Navigation Bar Profile, Business Transaction Profile, email Profile, Transaction launcher profile and Alert Modeler
  • Conducted GAP Analysis to identify the functional deficits and used Solution Manager for project management
  • Configured and enabled Avaya Contact Center with SAP CRM system
  • Customized business roles using Organizational model and configured business roles, PFCG roles based on the business process; assigned Business roles to relevant user within organizational structure of SAP CRM
  • Configured transaction dependent data like Partner Determination Procedure, Text Determination procedure, User Statuses and User status Profile, Action Definitions and Action Profile, Date types, Date Rules and Date profile according to business requirements
  • Determined Organization in the transactions through configuration of Organizational determination profile, Org Model Rules, Responsibility rules and created required General Attributes for Org model rules
  • Customized Organization Model, Business Partners, Partner Determination Rule, Opportunity Management, Activity Management, Product Hierarchies, Sales Transaction, and Text & Output Determination
  • Define Search Criteria, Graphic Profile and Views for marketing calendar
  • Integrated & Configured Middleware SAP ECC & SAP CRM; replicated Employee Master Data, Customer Master Data, Product Master Data and Organization Structure
  • Configured CRM I-Base with integration of serial numbers & Equipment master in ECC & CRM and required configuration for the replication of same to CRM
  • Enhanced Product master with the help of Set Types, Attributes, Hierarchy & Categorization
  • Configured CRM for Credit Check of relevant Transaction Types with integration to ECCs’ Credit Management and Available-To-Promise (ATP) configuration for relevant item categories
  • Created I-Base, Target groups and Profile Set in Segment Builder
  • Defined questionnaires, qualification levels and questionnaire determination for Lead qualification
  • Configured Complaints & In-house repair management, Contract & Quotation management including Service Orders, Service Confirmations, Service Order Templates and required configuration like copy controls
  • Worked on HP Business Process Testing for test design, test creation, test maintenance, test execution and test data management; also on Pipeline Performance Management
  • Customized External Reference Profile, Alternate Identification Profile, Product Substitution Profile, Incompleteness Procedure and Alert Management
  • Enhanced Transaction type with the help of Easy Enhancement Work Bench (EEWB) and extensively worked on Project documentation & WRICEF objects
  • Configured Pricing in CRM using IPC
  • Worked on Internet Sales for B2B and B2C scenarios and handled few tickets on claims management from L2 & L3 users
  • Maintained the price lists for products and configured the condition types while maintaining the access sequences as per the business requirements
  • Configured various Loyalty Rules and assigned them to respective contacts

Confidential, Denver, CO

SAP CRM Functional Consultant

Environment: - SAP CRM 7.0 & ECC 6.0

Responsibilities:

  • Did Gap Analysis between SAP CRM 5.0 & SAP CRM 7.0 based on the Clients’ Business process and configured SAP CRM 7.0
  • Prepared functional Specifications for the custom developments of Business Service Pages (BSP) Application IC-Web Client in CRM 5.0 to upgrade to SAP CRM 7.0 Web-UI
  • Created and maintained B2C Product Catalogs in the CRM system with different Variants, such that each set of Business Partners have a unique web catalog
  • Configured and maintained the Enterprise Structure node in SAP R/3 including the addition of new Sales Office and Sales Area as per the business requirements
  • Downloaded Service Products to be used in the Installed Base from back end ECC system
  • Enhanced the User Interface components of Business Partners, Products, Sales Quotation and Sales Contract with custom developed fields
  • Designed and configured In-House Repairs, Complaints, Service Orders and Returns
  • Created Business roles including IC-Web client Roles, Navigation Bar profile, Work Center, Account Identification profile, Activity Clip Board and Business Transaction Profile
  • Analyzed and configured the Actions Profile, Categorization Profile, Transaction and Item category dependent profiles
  • Designed and configured the Cross-System copy controls for transactions in customizing for the creation of Quotations directly in SAP ECC from SAP CRM
  • Researched and developed a unique solution as per client’s requirements to convert a BP role from “customer” to “prospect”
  • Performed System Testing, Integration Testing and User Acceptance Testing as identified in the Test Plan and reviewed the testing defects for Defect management
  • Worked on configuration and testing the Quote process in the CRM system by replicating the already existing Quote process in R/3

Confidential, Lake Forest, IL

Sr. SAP CRM Functional Consultant

Environment: - SAP CRM 6.0 & SAP ECC 6.0

Responsibilities:

  • Gathered Business Process Work-flow Analysis and recommendations for creating the functional specifications by interacting with Business Sales Leads and Users to understand the existing Business processes
  • Configured Organizational set up, Business partners, Number ranges, Activities, Internet users, Products and replicated Master data & Transactional data
  • Configured Master data and Basic functions for Partner determination, Date management, Actions, Transaction types, Item categories, Copy control, Web shops, Marketing Attributes- BP and BP- Internet User role management
  • Integrated opportunity management, activity management and setup territory management
  • Set up email blast from within email Marketing Planner and set up Customer Interaction Center (CIC) for Outbound campaign
  • Implemented several complex custom developments to meet the business processes & close GAP like start & end date calculation at item level for contracts created in CRM based on custom logic
  • Configured Order Management, Case Management, Complaints and Returns Management
  • Experienced in service parts fulfillment procedures and processes
  • Configured E-mail Response Management System (ERMS) for internal employees to resolve Human Resource queries and created service tickets for further maintenance
  • Configured authorization code in user status profile to control approval/rejection of contracts by certain group of users
  • Co-ordinated with R/3 consultants in setting up Order fulfillment (Availability check, Delivery, Post goods issue and Billing processes) for the Orders generated from Web Shop through CRM
  • Co-ordinated with Lead manager and Web shop administrators for setting up various CRM attributes
  • Responsible for implementing enhancements like adding new payment methods (ACH/ COD/ Credit Card), authorizations for a display only user, duplicate PO number
  • Fixed the integration test bugs

Confidential, Jordon, MI

SAP CRM Functional Consultant

Environment: - SAP CRM 2007 & SAP ECC 6.0

Responsibilities:

  • Involved in requirements gathering, analyzing, preparing business blueprint, realization and go-live phase
  • Involved in the AS-IS process decomposition and developed TO-BE ‘design’ (includes Process Flow Matrix, Technical Architecture, Order Management, ISA Application, Master Data, Authorization Management, Master Data Maintenance requirements)
  • Configured authorization code in user status profile to control approval/rejection of contracts by creating groups of users
  • Worked closely with Business Analysts in understanding Business Process requirements for developing functional specifications and used Solution Manager for project implementation
  • Defined sales document in R/3, date profiles, gathered existing business process information and mapped them to SAP R/3 basic configuration
  • Configured Text Determination Procedure, Text Types, Text Objects and Access Sequence
  • Created Business Partners with Employee, contact persons and internet user roles
  • Assigned profiles and procedures to transaction types, defined copy control for transaction types & item categories and maintained activity journal template
  • Configured complete Sales Material Master and prepared documents such as Data Object Definition, Configuration Data Confirmation and Conversion Specification documents
  • Extensively involved in creating Product master particularly in the areas of Product hierarchies, Categories, Set types and Attributes
  • Configured a unique number range and assigned the number range to the Sales Material Master
  • Configured Opportunity management including the Sales assistant and Buying center
  • Worked on Unit, Integration Testing and User Acceptance Testing (UAT)

Confidential

Jr. SAP CRM Functional Consultant

Environment: - SAP CRM 5.2 & R/3 4.6C

Responsibilities:

  • Involved in Post implementation support and End-User Training for SAP 4.6C Version
  • Provided day to day support in Sales & Service and resolved issues raised by end users according to the priority
  • Configured custom Availability to Promise (ATP) to perform check based on the plants assigned to the customer in a custom table using user exits
  • Configured Order Types, Item Categories and Schedule Line Categories
  • Handled issues in the area of Business Partners, Account Management, Copying Control, Master Data, Activities, Quotation and Order Management Performed the task of setting up products, product catalog and thus created a prototype web as per client’s requirements
  • Developed custom reports such as Material Master Listing Report and Sales Document Date Validation Report
  • Implemented the channel sales functionality in the CRM system and configured business partners, master data and the corresponding attributes
  • Developed User manuals, Training materials and handled integration issues
  • Served as interface between internal customers, external customers and vendors/suppliers
  • Performed initial testing of problem corrections and enhancements

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