Job Description

Client: One of the largest Global Indian Corporate Mfg sector into Equipment and Machinery with Annual turnover 4000+ Cr wish to hire the following

Cv to send nair@shreeconsultancy.com with ctc expectation and notice period

Contact Anil Nair 9422081211 thr whatsapp only as i am in canada now

Jd as under

Job Title: CRM Support & Development Specialist

Experience: 10-12 Years

Location: [Pune, Baner]

Qualification: Bachelor's degree in Computer Science, Information Systems, or related field.

Job Summary:

We are looking for a proactive and technically skilled CRM Support Specialist to manage day-to-day support operations for our CRM platform SAP CRM. The ideal candidate will be responsible for resolving L1, L2, and L3 tickets, performing enhancements, and acting as a liaison between IT and business teams for requirement gathering, documentation, and testing.

Key Responsibilities:

Support & Incident Management:

Handle L1, L2, and L3 support tickets related to CRM issues, ensuring timely resolution as per SLAs.

Do the new development and configuration in the CRM System.

Perform root cause analysis, provide workarounds, and escalate critical issues when necessary.

Monitor system performance and proactively identify potential issues.

Minor Enhancements & Development:

Develop and deploy small-scale enhancements, configuration changes, and UI/UX improvements.

Create and maintain custom reports, workflows, and automation rules.

Collaborate with developers for complex changes and ensure smooth deployment.

Business Coordination & Documentation:

Work closely with business users to understand requirements and translate them into functional specifications.

Prepare Business Requirement Documents (BRDs) and Functional Specifications.

Conduct unit testing and support User Acceptance Testing (UAT) with business stakeholders.

Change & Release Management:

Participate in change control processes, ensuring proper documentation and approvals.

Coordinate with QA and release teams for deployment planning and post-deployment support.

Knowledge Management & Training:

Maintain knowledge base articles, SOPs, and user guides.

Provide training and support to end-users on CRM functionalities and best practices.

Required Skills & Qualifications:

Hands-on experience in CRM configuration, customization, and troubleshooting.

Good understanding of CRM data models, integration points, and business processes.

7-12 years of experience in CRM support and development in SAP CRM

Strong understanding of ticketing systems (e.g., Manage Engine, ServiceNow, Jira).

Proficiency in BRD preparation, unit testing, and UAT coordination.

Excellent communication and stakeholder management skills.

Preferred Skills:

Experience with Salesforce or custom CRM platforms.

Familiarity with middleware tools (e.g., PI/PO, MuleSoft) and API integrations.

Job Types: Full-time, Permanent

Pay: ₹1,500,000.00 - ₹2,044,317.74 per year

Benefits:

Cell phone reimbursement Food provided Health insurance Internet reimbursement Leave encashment Life insurance Paid sick time Paid time off * Provident Fund