Senior Functional Analyst

2 weeks ago

Montreal, Quebec, Canada Syntax Full time $80,000 - $140,000 per year

Job Title: Senior Functional Analyst – SAP Sales & Service Cloud version 2

Location: North America (US or Canada)

Department: SAP Customer Experience (CX) department – Consumer Industry

Reports to: Romain Gril Type: Full-time / Permanent

Language: English (French is a plus)

Position Summary:

We are seeking a highly skilled and experienced Senior Functional & Technical Analyst to lead and support initiatives around SAP Sales & Service Cloud, with a strong focus on integration with SAP S/4HANA. The ideal candidate will play a key role in designing, implementing, and optimizing end-to-end business processes across Sales and Customer Service solutions.

Key Responsibilities:

  • Drive functional and technical analysis for SAP Sales & Service Cloud initiatives, ensuring alignment with business objectives.
  • Lead ERP integration efforts, including configuration of SAP S/4HANA to support seamless data and process flows.
  • Design and implement integration scenarios between SAP Sales & Service Cloud and SAP S/4HANA using middleware technologies such as SAP Cloud Platform Integration (CPI).
  • Design side-by-side extensions and custom applications leveraging SAP Business Technology Platform (BTP).
  • Architect and deliver end-to-end solutions that span across SAP CX products (e.g., Emarsys, SAP Commerce Cloud, Customer Data Platform, CPQ) and third-party platforms.
  • Apply expertise in integrating SAP Service Cloud with Contact Center solutions to enhance customer service capabilities.
  • Configure and tailor SAP Sales & Service Cloud functionalities, including Lead & Opportunity Management, Service Ticketing, and Business Rules.
  • Support data migration activities, system testing, and go-live readiness to ensure successful project delivery.
  • Collaborate closely with business stakeholders to capture requirements and translate them into scalable, high-performance SAP solutions.
  • Provide ongoing support post-implementation and identify opportunities for continuous improvement.
  • Serve as a trusted advisor and mentor to junior team members, fostering knowledge sharing and capability development.
  • Ensure all solutions adhere to internal governance standards and SAP best practices.

Required Qualifications:

  • Bachelor's or Master's degree in Computer Science, Information Systems, or related field.
  • 7+ years of experience in SAP CRM/Sales & Service Cloud, a first experience on SAP Sales or Service Cloud version 2 in a plus.
  • Proven experience with SAP S/4HANA integration
  • Strong understanding of SAP Cloud architecture and integration technologies (OData, IDoc, BAPIs, APIs).
  • Hands-on experience with SAP CPI or other middleware platforms.
  • Excellent analytical, problem-solving, and communication skills.
  • Fluent in English; French) is a plus.

Preferred Skills:

  • SAP Certified in Sales & Service Cloud Version 2.
  • Solid expertise in SAP S/4HANA, with strong knowledge of Master Data, Sales & Distribution, and Customer Service modules (preferred).
  • Certified and experienced in SAP Field Service Management and SAP CPQ (preferred).
  • Proficient in SAP Business Technology Platform (BTP), including: SAP Integration Suite
  • SAP Event Mesh
  • SAP AppBuilder
  • Identity Authentication Services (IAS) for Single Sign-On
  • Practical experience working in Agile/Scrum environments.

Strong understanding of Customer Experience (CX) processes and related SAP and non-SAP tools.

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