SAP CRM Functional Analyst / Project Manager - Hybris C4C Marketing

Published: May 16, 2017
Company Name
The Kineta Group
Consultant Name
David Patterson
Consultant Email
Consultant Phone


The Functional Coordinator for SAP Hybris C4C Marketing 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 Marketing 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 Marketing 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 Marketing Change Control Board, and passed to the Functional Coordinator from the IT Demand Manager.
  • The CRM Marketing 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 Marketing Order Processing in ERP, and SAP Master Data Management Teams.


Global CRM Competency Center Resource Management

  • The Global CRM Competency Center is staffed by IT employees in Germany and Columbia, MD as well as Local IT Support resources in Germany, Columbia, and Singapore. During the CRMnext Project execution and roll-out phases, the CRM Resources will be split between the CRMnext Project, and the CRM Competency Center.  During this phase of the project, those global resources which assigned to the CRMnext Project will take direction from the IT Project Manager.  Those global resources assigned to the CRM Competency Center (excluding IT Demand Managers) will take functional direction from the Functional Coordinator.


Following the Completion of CRMnext Project

  • Performs the role of Project Manager for the small to mid-sized SAP Hybris C4C projects for the CRM Marketing areas. Leads all phases of the project from Project Prep to Go-Live.  Ensure delivery of Business Requirements captured by the IT Demand Manager from the business representatives, utilizing the Global CRM Competency Center for functional configuration and SAP Contract Developers for technical customization.


  • Bachelor's degree in Computer Science, Engineering, Technology, Business, or other pertinent area of study, or equivalent combination of education and experience.
  • Expertise in SAP Hybris C4C or SAP ERP implementations with focus on CRM or Marketing Order Processing
  • Expertise in SAP Business Intelligence and/or Business Objects reporting and analytics
  • Minimum of 10 years combined SAP Hybris/SAP ERP experience


  • SAP Certification for one or more Subject Matter Areas
  • PMI Certified Project Manager
  • Multi-Lingual in English and German
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