Senior SAP DCEM Consultant
1 month ago
Job Description :
- This is SAP Customer Engagement Manager position which is elevated role as per career progression/ path for SAP Basis consultant who would like to become SDM/ Account Manager/ Service Manager in their career journey.
- Primary role/ responsibility for this role is to understand customer requirements about their SAP Landscape and facilitate solutions, technical services with alignment of SAP backend support (TechOps) team on SAP RISE Platform.
- dCEM is primary SPOC for RISE customers and will engage with customers on regular basis to provide guidance about their SAP Landscape functioning OR any maintenances (planned/ unplanned)
- DCEM team member works very closely with SAP IAE, CAA, TSM, CDM teams to ensure Customer has all necessary guidance, information needed for their SAP Landscape functioning & planning (Refer detailed Roles & Responsibilities below)
- SAP RISE Platform offers all latest SAP Technologies (Products) with options for customer to select their own Hyperscaler (AWS, Azure or GCP).
- This role is Customer facing and will require to join meetings, answer technical queries from customer team & present assessments.
- Since it is an Engagement Manager role so there is no expectation from the resource to perform any hands-on work.
Technical Skill Set required to perform above tasks :
- Technical expertise in SAP Basis area with a minimum of 8+ years of experience.
- Experience with CI/CD pipelines and DevOps practices for automating deployment processes, ensuring smooth and reliable updates to SAP DCEM configurations and customizations.
- Understanding of A/B testing methodologies and optimization techniques can facilitate continuous improvement of digital engagement strategies and conversion rates.
- Proficiency in SAP DCEM reporting tools for generating customized reports, dashboards, and KPIs to track campaign performance.
- Ability to develop custom functionalities or extensions within SAP DCEM using programming languages like ABAP (Advanced Business Application Programming) or JavaScript, addressing unique business requirements.
- 2+ Cloud knowledge (e.g.through Solution Management, Consulting and/or Delivery Program management).
- Good understanding & hands-on experience required in S/4 HANA Application & HANA database.
- Experience in SAP Upgrade & Migration (OS/DB) is mandatory.
- Experience in SaaS products (Ariba, Salesforce, C4S etc.) integration with SAP Landscape is plus.
- Hands-on experience in any of hyper scaler (AWS/ Azure/ GCP) is needed.
Scope for the career :
- Have a scope of learning new technologies on SAP Products (S/4HANA, HANA Database, MDG, SaaS Products (Ariba, Salesforce etc.) & Cloud (AWS, Azure OR GCP)
- Will have access to all SAP internal training & learning materials to gain knowledge in latest technologies.
- Will gain exposure to all latest build architectures in one single place/ position which will be valuable/ useful in future.
- Generally this exposure is not available in any regular SAP Basis position.
- Will not be assigned/ dedicated to one single customer but will engage with Multiple customers in various Industries to gain knowledge about different SAP Landscape setups, Delivery processes & Challenges.
- Will rotate in different internal SAP dCEM CoE (Migrations, Upgrade, Escalation, Go-Live etc.)
Key tasks comprise the following :
- Technical Architecture, Landscape issues/ queries guidance to end customers.
- Supports sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services
- Contributes to onboarding/transitioning customers to SAP ENTERPRISE CLOUD SERVICES
- Orchestrates the overall service/project delivery according to planned scope, budget, and milestones
- Supports in de-escalations of critical customer situations
- Supports critical customer situations in conjunction with Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams and SAP Product Support, as applicable
- Contributes to customer release and maintenance activities
- Supports customers on technical requirements throughout their lifecycle within the SAP Enterprise
- Executes and supports problem management and continuous improvement
- Contributes to the liaison with different SAP stakeholders, esp.
- Virtual customer success partner involved in the accounts, to ensure customer success
- Supports in reviewing account status and analyzing if account needs to be transitioned to another team, based on growth in volume or complexity of the account overtime.
- Systematic and faster onboarding of associates: mandatory trainings documentation
- Enable continuous delta KTs on new topics and refresher sessions.
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