SAP CRM Functional Analyst - Services

Overview

SAP CRM Functional Analyst for Services at Generac, focused on configuring and supporting SAP CRM service management processes and their integration with SAP ECC.

What you'll do

• Configure and support Service Notifications, Service Orders, and Case Management in SAP CRM
• Configure and support Field Service processes, including Multi-Resource Scheduling (MRS)
• Configure Service Confirmation processes to ensure billing readiness and downstream integration
• Manage equipment records, Installed Base, and warranty entitlements
• Support service quotations, service contracts, renewals, and warranty processes
• Define, validate, and maintain SAP CRM relationship roles for service customers, warranty holders, technicians, and service partners
• Configure and manage number ranges for Service transaction types
• Configure and support partner functions, partner determination, and text determination procedures
• Ensure proper alignment between SAP CRM Service processes and SAP ECC
• Deliver interactive reporting for service performance, SLA compliance, and operational visibility
• Configure and support SAP CRM WebUI for Service and CIC users
• Participate in Agile delivery activities, including backlog refinement, sprint planning, testing, UAT, releases, and production support
• Collaborate cross-functionally with Service, Sales, CIC, Field Service, and technical teams

What you'll need

• Bachelor's degree in Information Systems, Engineering, Business, Supply Chain, or a related field, or equivalent combination of education and relevant SAP CRM experience
• 8-10+ years of hands-on SAP CRM functional experience, with demonstrated focus on Service Management processes
• 5+ years of SAP ECC experience, with focus on integration to SAP CRM
• Hands-on experience configuring and supporting Service Notifications, Service Orders, and Service Confirmations
• Experience supporting equipment, Installed Base, and warranty management
• Experience supporting Field Service and scheduling processes
• Experience working within an Agile delivery model
• Experience participating in UAT, releases, and production support
• Experience collaborating with cross-functional teams including Service, Sales, CIC, and IT
• Strong functional knowledge of SAP CRM Service processes
• Working knowledge of SAP CRM relationship roles across the service lifecycle
• Solid understanding of SAP SD and integration between SAP CRM and SAP ECC
• Experience configuring SAP CRM WebUI for Services and CIC users
• Strong collaboration and communication skills
• Ability to work effectively across Sales, Marketing, Services, and technical teams
• Strong analytical and problem-solving skills to translate business requirements into SAP CRM solutions
• Excellent communication skills, with the ability to work effectively with both business and technical stakeholders
• Environment: SAP CRM 7.0, SAP ECC 6.0 (FI, CO, SD, MM), XML, Microsoft tools

Nice to have

• Master's degree in Business Administration, Information Systems, or a related field
• SAP CRM certification (SAP CRM 7.0)
• SAP SD certification
• Agile-related certifications (Scrum, or Agile Practitioner) are a plus
• Salesforce (SFDC) certification is beneficial but not required
• 12-15+ years of SAP CRM functional experience, with at least 5-10 years supporting Service, Sales and Marketing-focused processes
• Experience supporting service contracts, renewals, warranties, and entitlements
• Experience supporting Customer Interaction Center (CIC) processes
• Experience working in hybrid CRM landscapes (SAP CRM integrated with Salesforce)
• Experience supporting pricing, variant configuration, IPC, or CPQ-related processes
• Experience with large-scale or global SAP CRM deployments
• Prior experience supporting User Acceptance Testing (UAT), releases, and post-deployment support across multiple teams
• Salesforce (SFDC) Sales lifecycle knowledge
• Advanced knowledge of Installed Base, warranty, and entitlement management
• Experience enabling sales analytics, pipeline visibility, and reporting
• Familiarity with middleware and integration concepts between SAP CRM and SAP ECC
• Strong documentation skills (functional specs, test scripts, process flows)
• Ability to manage multiple priorities in a fast-paced Agile environment
• Strong stakeholder management and influencing skills
• Proven ability to work independently while collaborating across Marketing, Sales, Service, and Technical teams
• Comfortable operating in an Agile, fast-paced delivery environment with multiple concurrent priorities

Details

• Location: Pune, India
• Occasional travel