Key Responsibilities

🔹 AMS Support & Incident Management

• Provide L2/L3 support for SAP C4C issues
• Troubleshoot and resolve: Sales & Service processes (Leads, Opportunities, Quotes, Tickets), UI issues, workflow failures, and business rule errors
• Handle SLA-based tickets using tools like ServiceNow / JIRA / Remedy

🔹 C4C Functional Support

• Support end-to-end processes: Lead → Opportunity → Quote → Order (integration to ECC), Service Ticket → Service Request → Resolution
• Manage: Business configuration (Fine-Tuning / Adaptation), Pricing, territory management, activity management, Service processes and SLA configurations

🔹 Integration with ECC

• Support integration scenarios between C4C ↔ ECC: Master data replication (Customers, Materials, Pricing), Transactional data (Sales Orders, Quotes, Service Requests)
• Troubleshoot: Middleware issues (SAP CPI / PI/PO), IDocs / Web services / OData APIs
• Monitor and resolve message failures in: Communication Arrangements, Message Dashboard

🔹 Enhancements & Change Requests

• Work on CRs and enhancements: UI adaptations (Key User Tools), Business rules and workflows, Custom fields and extensions.
• Prepare functional specs and coordinate with technical teams (SDK / PDI)

🔹 Data & Master Data Handling

• Ensure consistency of: Business Partners / Customers, Products / Pricing data
• Handle: Data replication issues, Data correction activities

🔹 Testing & Deployment

• Perform: Unit Testing, Integration Testing (C4C ↔ ECC), UAT support
• Support release cycles and transport management

🔹 Documentation & Knowledge Management

• Maintain: Functional documentation, KT materials, Configuration guides
• Conduct knowledge transfer sessions

🔹 Continuous Improvement

• Identify opportunities to: Improve user experience, Optimize business processes, Enhance integration stability

Required Skills & Experience

✔ Experience

• 8–12 years of SAP experience
• 3+ years in SAP C4C (Sales Cloud / Service Cloud)
• Strong exposure to ECC AMS / Support projects

✔ Functional Expertise (C4C)

• Strong knowledge of: Sales Cloud (Leads, Opportunities, Quotes), Service Cloud (Tickets, SLAs, Service Requests)
• Experience with: Business configuration & fine-tuning, Pricing and territory management

✔ Integration Skills

• Strong understanding of: C4C ↔ ECC integration scenarios
• Experience with: SAP CPI (Cloud Platform Integration) / PI/PO, IDocs, Web Services, OData APIs
• Knowledge of: Communication Systems & Arrangements, Code List Mapping

✔ Technical Awareness

• Exposure to: C4C SDK (PDI development), ABSL scripting (nice to have)
• Understanding of: Data replication frameworks

✔ Tools & Methodologies

• ITSM tools: ServiceNow / JIRA / Remedy
• Understanding of: Incident, Problem, Change Management

Good to Have

• Experience with: SAP Sales Cloud V2 / Service Cloud V2, SAP BTP integrations
• Exposure to: Fiori apps / APIs
• Basic understanding of: SAP S/4HANA