Summary:

The Business Systems Analyst will leverage strong functional expertise in SAP Customer Service (CS) and SAP Sales & Distribution (SD) to support and enhance the end-to-end Quote to Cash (QTC) cycle. This role is responsible for delivering high-quality SAP solutions that align with customer service and commercial business processes. The analyst will drive continuous improvement, standardization, and best practices across global teams while ensuring system stability, scalability, and operational excellence. Exposure to Salesforce CRM will support cross-platform alignment and integration initiatives.

Key Responsibilities

Collaborate with business stakeholders and cross-functional teams to gather, analyze, and document business requirements in a fast-paced global environment.
Translate business requirements into detailed functional specifications for projects, enhancements, and production support activities.
Configure and support SAP Customer Service (service orders, service contracts, warranties, repairs) and SAP Sales & Distribution (order management, pricing, billing, shipping, returns).
Partner with product owners and technical teams in the design, testing, and deployment of SAP solutions while leveraging standard SAP capabilities.
Perform root cause analysis for production issues and implement sustainable, long-term solutions.
Provide day-to-day application support, troubleshooting, and break-fix resolution.
Participate in integration testing with external systems, including Salesforce and other enterprise applications.
Identify and recommend process improvements to enhance customer service operations and order-to-cash efficiency.
Develop and maintain functional documentation, process flows, and support procedures.
Support Agile/Scrum delivery methodologies and participate in sprint planning, testing cycles, and release activities.
Manage multiple priorities while meeting stakeholder expectations in a dynamic environment.
Provide on-call support for critical priority issues when required.

Core Competencies and Skills:

Strong knowledge of SAP Customer Service (CS)
Working knowledge of SAP Sales & Distribution (SD)
Solid understanding of end-to-end Quote to Cash (QTC) processes
Experience with service management, service contracts, warranties, and repair processes
Knowledge of order processing, pricing, billing, and invoicing
Exposure to Salesforce CRM and integration concepts
Strong analytical, troubleshooting, and root cause analysis skills
Ability to translate technical solutions into business-friendly language
Experience in process improvement and operational optimization
Effective communication and stakeholder management skills
Ability to work independently in a global, cross-functional environment
Strong documentation and functional design expertise

Scope of Responsibilities:

Applies company policies, SAP standards, and best practices to resolve business and system issues.
Works on assignments of moderate scope requiring analytical evaluation and solution design.
Exercises sound judgment within defined procedures and business frameworks.
Builds collaborative working relationships internally and externally.
Operates with minimal supervision while managing day-to-day deliverables.

Experience/Education:

Education:
Bachelor s degree or equivalent work experience required.
SAP certification in Customer Service or Sales & Distribution preferred.

Experience:
Minimum of 2+ years of experience supporting SAP Customer Service, with additional experience in SAP Sales & Distribution.
Experience supporting Quote to Cash processes in a global environment preferred.
Exposure to Salesforce CRM and cross-system integrations is a plus.

Exposure to S/4HANA project is a plus.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

SAP Customer Service - Business Systems Analyst

Job Description

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