SAP CoE Customer eXperience Technical Analyst

Overview
The Customer eXperience Technical analyst will work with the Customer eXperience General Manager’s team, SAP CoE Help Desk and across the SAP CoE team as required.
This role is to provide technical support and coordination for the departments CRM or ITMS system and end user self-service portal, ensuring efficient operation and issue resolution. The role involves managing service and access requests, troubleshooting, liaising with a third-party vendor and Help Desk, coordinating user acceptance testing (UAT) and supporting system documentation and stakeholder engagement.
Overview
SAP CoE CRM Technical analyst will be responsible to:
· Provide day-to-day technical support for the CRM / ITSM system and end user self-service portal environments.
· Manage and escalate incidents and service requests with a third-party vendor.
· Investigate and troubleshoot system issues, providing resolution or coordinating fixes with the vendor.
· Coordinate and manage access requests in line with access control policies.
· Analyse and translate business requirements into appropriate CRM system designs and solutions, including workflows, data structures, fields, values and system functionality.
· Develop process flows, system designs and mock-ups to illustrate proposed workflows, user interactions and screen layouts, supporting stakeholder review and agreement prior to implementation.
· Lead and participate in UAT for system changes and enhancements; devise test scripts and document outcomes as needed.
· Participate in system updates and new implementations.
· Communicate with internal stakeholders regarding system updates, known issues and testing activities.
· Ensure data integrity and quality within the CRM system.
· Respond to common system and user support queries, providing clear and timely guidance.
· Develop and maintain user support materials, including Knowledge Base Articles (KBAs) and internal documentation.
· Attend and contribute to meetings with internal teams and external vendors related to CRM/portal performance and improvements.
· Support continuous improvement of the CRM and portal experience for end users.
· Provide support for other tasks as deemed appropriate by the SAP Centre of Excellence management team.
Candidates must have: -
· Third level qualification in Computer Science, Information Systems, Software development or Digital technologies.
· A minimum of 3 or more years, supporting CRM / ITSM or similar platforms from a technical perspective.
· Experience developing process flows, system designs, wireframes or mock-ups to demonstrate proposed system functionality and user journeys.
· Excellent problem-solving and analytical skills.
· Experience in a strong customer focus orientated environment.
· Experience in the analysis of data, identifying trends and root causes.
· Team player with a focus on continuous improvement.
· Ability to work collaboratively across technical and non-technical teams.
· Ability to manage multiple projects and priorities.
Need to have full Driving Licence with own transport to fulfil the requirements of the role as this post will involve travel.
Preferred experience working in Customer Support or Service Desk environments.
· Flexibility in working hours to meet the needs of the service.

Employment type
Temporary - Full-time

Work arrangement
No