Responsibilities:1.
AMS Support & Incident Management - Monitor, analyze, and resolve issues in SAP CX applications, ensuring adherence to defined Service Level Agreements (SLAs).
- Lead root-cause analysis to prevent recurring incidents, providing permanent fixes and improvements.2.
Configuration & Enhancement - Configure, enhance, and optimize SAP CX modules (Marketing, Commerce, Sales, Service) based on business requirements and best practices.
- Develop functional specifications and guide technical teams on custom developments, integrations, and interfaces.3.
Collaboration & Stakeholder Engagement - Collaborate with cross-functional teams, including SAP Basis, Infrastructure, and Development, to ensure seamless system operation and solution delivery.
- Engage with business stakeholders to gather requirements, present solution options, and manage expectations regarding timelines and deliverables.4.
Continuous Improvement - Identify opportunities for process enhancements, automation, and performance optimization in SAP CX solutions.
- Provide proactive recommendations to improve system usability, reliability, and efficiency.5.
Documentation & Knowledge Sharing - Maintain clear and comprehensive documentation of system configurations, enhancements, and operational procedures.
- Mentor and guide junior team members on SAP CX best practices and troubleshooting techniques.6.
Release Management & Testing - Contribute to release planning, coordinate functional and regression testing, and ensure changes are approved before deployment to production.
- Prepare test scenarios, manage test data, and verify successful deployment of new features/enhancements.