*Detroit, MI office has a need for a Call Center SAP CRM Business Analyst in Auburn Hills, MI (Detroit Northern Suburb). My all inclusive rate to you is $70/hr - lower would be better but we know this is a tough one!* * * *The detailed job description is attached so please review and let me know who you may have. Communication skills are very important on this one as well as there will be a lot of customer interaction in person and on the phone* ** ** *Role Description *
* * * * *Role Title: Call Center SAP CRM Business Analyst * * * *Reports To: Process Integration Manager – Customer CARE * * * *Process / Essential Support Team: ITP&O – Enterprise Group Services Team* * * * * *Purpose of Role/Organizational Unit:* * * The candidate will provide solid subject matter expertise customer call center functions and SAP CRM. The candidate will provide strong capabilities in the following activities: Business requirements definition and documentation, business process improvement, issues analysis and recommendations, system configuration (SAP CRM), test scripts development, testing, coordination of user acceptance testing and sign off. 5+ years experience working in the discipline and demonstrated strong understanding of processes (business partner management, customer call center management), preferably for a company with significant volume of customer call contacts. Hands-on experience with SAP CRM 4.0 is required. The candidate must have completed at least one successful full life cycle SAP CRM implementation. * * *Functions Performed:* * * The following functions are the responsibility of the Call Center SAP CRM Business Analyst: * * *General Functions/Responsibilities* * * - Plays the lead role in completing the fit assessment for SAP CRM in the VWGoA business - Works with management to document the customer call center business objectives - Leads the requirements gathering process including meeting with key business decision makers and users - Analyzes the functions, technical requirements, strengths and weaknesses of the current legacy customer call center software and SAP CRM offering to determine which best meets the VWGoA Call Center objectives - Develops and facilitates the completion of the software assessment evaluation matrix - Facilitates consensus building and drives decision making for the key business management and users - Prepares the Systems Implementation project plan at the end of the assessment * * * * *Unique Requirements: * * * - Advanced technical knowledge, with hands‑on experience in SAP CRM for call centers. - Strong verbal and written communications skills, with an ability to express technical concepts in business terms - Strong analytical, problem-solving, and conceptual skills - Process focused orientation - Strong teamwork and interpersonal skills - Thorough knowledge of Customer Call Center strategy, process, and tools - PC/Desktop experience using Microsoft NT or Win 97 including utilization of Microsoft Office Professional software. - Strong leadership and decision making abilities - Must be able to work on multiple complex tasks, meet deadlines, and deal with conflicting priorities * * *Educational Requirements: * * * · A Bachelor's degree in Computer Science, Engineering, Business or related discipline, or equivalent work experience is required * * -- Thanks & Regards Craig Account Manager ASTOLINE INC Office:732-658-9248 [EMAIL PROTECTED] IM: craig_astoline --~--~---------~--~----~------------~-------~--~----~ You received this message because you are subscribed to the Google Groups "Mainframe-IBM" group. To post to this group, send email to [email protected] To unsubscribe from this group, send email to [EMAIL PROTECTED] For more options, visit this group at http://groups.google.co.in/group/Mainframe-IBM?hl=en-GB -~----------~----~----~----~------~----~------~--~---
