Job Description The SAP Customer Service and Service Contract Management (�CS/CM�) Business Analyst serves as primary CS/CM technical and functional support for the business. The selected individual will work closely with the CS/CM Demand Management staff, Business Process Owners and other business stakeholders to collect, understand, and analyze business demands and carry them out as directed in a systematic and proactive way. This position will also be responsible for technical support for all SAP CS/CM issues and change requests, and reports directly to the EWT IT Manager for SAP. Primary Responsibilities � Consults in the creation of business functional requirements and enhancements for SAP CS/CM, proposing alternative options where applicable. � Design, implement and configure minor to major functionalities in SAP CS/CM, CATS & CO integration, automated billing, and reporting. � Utilize, develop and debug ABAP code, SAP System Configuration changes, LSMW, and SmartForms (a plus). � Prepares technical specifications based on the functional requirements to support the development of reports, interfaces, conversions, enhancements, forms and workflows. � Work with other cross functional teams during development and configuration activities to ensure impact to other SAP modules and processes is considered � Act as the IT liaison to internal and third party ABAP developers (when necessary) to ensure that development estimates are realistic, provide guidance on requirements, and monitor progress � Design, document, and execute test plans to ensure business requirements and functional specifications are implemented properly and meet business objectives � Level two support for SAP CS/CM topics. Address and resolve help desk tickets in a timely and efficient manner, providing hands-on user support as needed � Support the development and validation of CS/CM report content created within non-SAP reporting applications � Support SAP integration activities as needed for mergers, acquisitions, carve-outs, and upgrades Ability to utilize and debug ABAP code, SAP System Configuration changes, LSMW, and Smart Forms. Position Requirements � Bachelor of Science degree in Information Technology, Engineering or related discipline and 5+ year�s equivalent work experience is required � SAP CS/CM certification preferred, including strong understanding of interfaces and relationships between CS/CM and other SAP modules � Prior participation in at least one SAP implementation with primary responsibility for CS/CM blueprinting, technical configuration and development � Ability to learn and analyze complex business processes � Strong analytical and problem solving skills � Excellent oral, written and interpersonal communication skills � Detailed understanding of all CS/CM business processes and their integration with other SAP modules (e.g. MM, PP, WM, PS, SD, HR, FI and CO), and ability to understand process complexities and propose improvement options. � Minimum of 5 years of experience providing requirements definition, customizing, developing functional and technical specifications, testing, and end-user training including on-site support. � Knowledge and experience with SAP Sales & Distribution (SD), Material Management (MM), Production Planning (PP) and Warehouse Management (WM) is a plus