CRM Analyst (SAP)

Key responsibilities

• Analyse and document business requirements related to SAP CRM functionality, translating stakeholder needs into technical specifications and system configurations
• Configure and customise SAP CRM modules to support business processes and improve system performance
• Conduct thorough testing of SAP CRM implementations, enhancements, and upgrades, identifying and resolving defects before production deployment
• Provide ongoing support to end-users, troubleshooting issues, and delivering training to ensure effective adoption of SAP CRM tools and features
• Collaborate with cross-functional teams including business stakeholders, IT departments, and external vendors to ensure seamless CRM operations
• Monitor system performance and data quality, recommending improvements to enhance efficiency and user experience
• Document processes, configurations, and system specifications to maintain comprehensive knowledge repositories
• Participate in SAP CRM system upgrades, patches, and migrations, ensuring business continuity throughout transition periods
• Identify opportunities for process optimisation and system enhancements that align with business goals

What we're looking for

• Proven experience working with SAP CRM systems, including configuration, customisation, and end-user support
• Strong understanding of customer relationship management principles and business processes
• Proficiency in requirements gathering, documentation, and stakeholder communication
• Experience with data analysis, system testing, and quality assurance methodologies
• Knowledge of SAP CRM modules such as Sales Cloud, Service Cloud, or relevant components
• Excellent problem-solving abilities with strong analytical and logical thinking skills
• Ability to work collaboratively in team environments and manage multiple priorities effectively
• Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical audiences
• Relevant qualifications or certifications in SAP CRM or business systems analysis are highly desirable
• Experience in the financial services, telecommunications, or enterprise sectors is preferred