Sr. SAP Customer Relationship Management Analyst

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POST DATE 9/10/2016
END DATE 11/16/2016

Washington Gas Springfield, VA

Washington Gas
Job Classification
Full Time
Company Ref #
Springfield, VA
Mid-Career (2 - 15 years)
Job Type
Bachelors Degree
AJE Ref #


Auto req ID

Sr. SAP Customer Relationship Management Analyst

Springfield, VA

Job Description
NOTE: Expected start time frame for this position is in early calendar year 2017

Summary: Identifies and articulates opportunities for improvement in the SAP customer relationship management (CRM) operations, as well as business processes. Subsequently facilitates necessary changes utilizing internal and external technology resources. Participates in all aspects of the SAP project management process, including requirements gathering, writing functional specifications, configuration, testing, user training, implementation, and on-going support.

Tasks & Responsibilities:
Reviews and understands all existing processes as configured in the SAP CRM module, including Washington Gas specific enhancements and customizations.
Creates and maintains strong relationships with the SAP CRM business owners and related stakeholders, and acts as the liaison and main point of contact between them and technical resources.
Works with the business owners to identify opportunities for improvement and design solutions; delivers accurate business requirements to functional and technical IT resources.
Leads design phases of projects, including supplying functional and business knowledge to the design phase, verifying the end blueprint satisfies the actual business requirements of the project, and identifying potential conflicts with other business units or processes.
Leads overall functional and integration testing of assigned projects, as well as unit testing for any configuration done independently.
Creates accurate, accessible documentation as needed in order to transition knowledge to end users and support staff. Provides go-live project support and facilitates the knowledge transition process post go-live.
Updates all as-is and to-be processes pertaining to SAP CRM, with the goal of achieving and maintaining a steady state system and related processes.
Provides help to the business and end users by answering how do I* questions and ensuring training documentation is in line with supported business processes.
Observes all SAP CRM related batch-jobs, reports and workflows to ensure they are functioning as desired. Provides interventions and escalations where needed.
Expands SAP and related business process knowledge through the participation in related user groups and through vendor learning opportunities.

Skills & Abilities:
Bachelor's degree in Business, Computer Science, Information Systems or related field
5+ years information systems or customer service experience required, some SAP CRM experience preferred
Subject matter expertise in the SAP CRM module, including configuration experience and integrating the CRM module with other modules
Must be able to work independently with minimum supervision and guidance
Broad understanding of accounting and financial principles
Strong business and accounting acumen
Ability to coordinate resources and lead decision making processes
Strong communication and relationship building skills

WGL policy prohibits employee and applicant discrimination and harassment. Specifically, our objective is to recruit, hire, train and promote the most qualified persons without regard to race, ethnicity, religion, gender, age, national origin, marital status, sexual orientation, gender identity, family responsibilities, matriculation, physical or mental disabilities, political affiliation, or status as a protected veteran.