Senior SAP CRM Consultant

仕事内容

You will play a pivotal role in the development and support of the SAP CRM application and its integrations within the NMBS system landscape. Your responsibilities will include:

• Managing lead and opportunity processes.
• Overseeing contract management processes.
• Handling master data management, including customer and GDPR-related processes.
• Coordinating marketing management activities such as campaigns, target groups, and territory management.
• Managing interfaces with legacy applications via SAP PI, SAP CPI, SAP BDocs, and IDocs.
• Overseeing customer data management, including data merging, cleansing, and anonymization.
• Managing integrations with other SAP systems, including SAP FICA, SAP ECC, and SAP BRIM.
  

In addition, you will:

• Provide functional and technical application support, ensuring excellence in day-to-day operations.
• Take end-to-end responsibility for resolving incidents and requests.
• Diagnose and analyze issues, design solutions, and prepare functional/technical specifications.
• Customize the SAP CRM application.
  

As the functional lead for CRM B2B capabilities within the Digital Transformation project (shERPa), you will:

• Contribute to defining the blueprint and collaborate with an external partner for the implementation of SAP C4C V2 and SAP S/4HANA.
• Deliver hands-on solutions in partnership with the systems integrator (SI).
  

Major Accountabilities

• Handle incidents, problem and change management, including unit, integration, and regression testing.
• Develop functional specifications for the development team and customize the SAP CRM application.
• Collaborate with NMBS process leads, key users, and other CRM team members to manage change requests, bug fixes, and enhancements.
• Ensure alignment with existing solutions to enhance user satisfaction and business adoption.
• Introduce best practices, innovative ideas, and technology trends to improve the SAP CRM application and its services.
• Improve support, training, processes, and communication related to the SAP CRM application.
• Actively participate in projects involving changes to the SAP CRM application.
  

You will report to the CRM Business Area Lead and collaborate closely with NMBS Customer Service, Sales, and Marketing Process Leads.

Requirements

• Education: University (Master) degree or equivalent experience.
• Experience:
• At least 7 years of experience in customizing and maintaining SAP CRM modules, including:
• CRM Web UI (CRM 7.0) customization.
• SAP OData and Fiori design.
• SAP CRM Sales, Service, and Marketing modules.
• Middleware/integration using SAP PI and SAP CPI.
• Knowledge of SAP BRFplus (advantageous).
• Understanding of ABAP and debugging.
• Integration with SAP ECC (mandatory).
• Lead-to-contracting processes (mandatory).
• GDPR implementation (mandatory).
• SAP C4C and/or SAP C4C V2 experience (plus, particularly for sales processes).
• SAP S/4HANA Sales experience (mandatory).
• Extensibility via the SAP BTP platform (plus).
• Application maintenance experience, including offshore collaboration (7+ years).
• Railway industry experience (plus).
• ServiceNow and Jira experience (plus).
  
  
• Skills:
• Strong analytical abilities to translate functional requirements into technical implementations.
• Excellent communication skills in Dutch and English.
• Expertise in governance, risk management, and operational practices.
• Ability to work independently and as an enthusiastic team player.
• Strong problem-solving skills with a focus on quick issue resolution.
• Proactive and entrepreneurial mindset, capable of implementing new ideas.
• Trustworthy leadership with results and quality orientation.
• Effective stakeholder communication and insight promotion.
• Ability to understand and influence business perspectives.
  

Work Conditions

• Onsite presence in the Brussels office 2-3 times per week (minimum twice a week, depending on workshop requirements).