SAP CRM Functional Analyst / Project Manager – Hybris C4C Sales

The Kineta Group, Inc.
November 30, 2018
Columbia, MD
Job Type


The Functional Coordinator for SAP Hybris C4C Sales Area is a key position in my client’s CRM Competency Center.

The Functional Coordinator acts as the application owner for the global cloud instance of SAP Hybris C4C for the Sales area and coordinates the functional aspects of the application, including Operations Support, Business Process Enhancements and Changes, and SAP C4C Cloud Platform Upgrades. The Functional Coordinator directly coordinates the activities of the IT Functional Specialists within the Global CRM Competency Center and the SAP Cloud Preferred Care resources. The Functional Coordinator will also assist the other SAP Application and Infrastructure team resources to maintain and enhance the C4C Application Platform. The Functional Coordinator may also act as an individual contributor within the team, completing some application configuration changes directly. The Functional Coordinator Role is based in Columbia, MD and reports directly to the Director of IT for the Americas / Global CRM Competency Center lead.

Job Functions:

  • The Functional Coordinator ensures continuous operation of CRM Sales Business Processes in the SAP Hybris C4C Cloud application for those Business Users and functions which are migrated from the CRMnext C4C Project Team.


SAP Hybris C4C Change Requests

  • The Functional Coordinator ensures the completion of Change Requests, which are Approved and Prioritized by the CRM Sales Change Control Board, and passed to the Functional Coordinator from the IT Demand Manager.
  • The CRM Sales Change Control Board (CCB) is attended by both the IT Demand Manager (who has IT Responsibility for the CCB) and the Functional Coordinator (who is required to attend as the CCB as an Observer).
  • Approved Change Requests are configured and unit tested by the CRM Competency Center resources with oversight and as directed from the Functional Coordinator.
  • Completed Change Requests are integration and regression tested jointly by the Business Users and CRM CC resources and promoted to the SAP Hybris C4C Production environment with oversight from the Functional Coordinator.


SAP Hybris C4C Upgrades

  • The Functional Coordinator manages the SAP Hybris C4C Cloud Upgrades which occur four times annually. Ensures the customizations are and Business Processes are integration tested and gaps mitigated prior to SAP promoting the upgraded functionality to the cloud production environment.
  • Communicates the upgrade schedule, resource requirements, and team RACI for each Upgrade as SAP announces C4C Upgrade Plans.
  • Act as the primary contact with SAP to Coordinate, Approve, or request Delay the final implementation of each Production Upgrade.


SAP Hybris C4C Operations Support & Incident Management

  • The Functional Coordinator ensures proper End User Support for the application area, ensuring that the Global CRM Competency Center, Local IT Support Resources complete Incidences in a timely manner, per the current target SLAs. Level 1 Service Tickets will be managed by Business Super Users in SAP JAM (with support from Local IT Support Resources). Level 2 & 3 Tickets will be managed by Global CRM Competency Center, Local IT Support Resources in the ITSM system.
  • The Functional Coordinator will act as the primary contact with SAP Cloud Preferred Care resources, escalating Level 3 incidents to SAP and ensuring these are satisfied by SAP.
  • The Functional Coordinator will work with other Team Leads and Resources (outside of the CRM Competency Center) to ensure continuous operations and resolve incidents for those items which do not fall under the responsibility of the CRM CC Team. Examples include SAP ERP to SAP Hybris Interfaces, SAP Hybris Security and Provisioning, SAP Sales Order Processing in ERP, and SAP Master Data Management Teams.


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