About the position
Introduction
\uD83D\uDE80 Ready to level up your career in retail tech?
Join one of South Africa's most iconic retail brands - Pick n Pay - and be part of a team that's changing how we connect with customers! We're on the lookout for a sharp, tech-savvy go-getter to provide real-time support and solutions across our CRM platforms. If you love solving problems, collaborating across departments, and making systems work smarter, this is your playground. Come shape the future of retail with us!
As a Functional Consultant you will provide functional CRM support for incidents, service requests and small enhancements within agreed schedules through analysis, configuration, testing and training of system modules.
Duties & Responsibilities
Provide second level incident support to the business by analysing and clarifying the issue and resolving issues within the agreed service level agreement (SLA)
Ensure all support knowledge for resolving incidents, service requests is up to date
Configure approved system changes or enhancements in SAP CRM modules
Document or update functional specifications for system developments to be done and work with developer on requirements
Unit test system configuration changes or development changes before releasing the changes to QA system
Escalate support issues timeously to the Team Lead for support when a solution is not forthcoming
Ensures business compliance to processes and procedures
Monitor active processes i.e. daily batch jobs in the system, promotions setup and other operational activities etc.
Establish the cause of repeated incidents and recommend resolutions or procedural process changes to relevant stakeholders
Share resolution knowledge and experience with team and provide training and mentoring to team members where required
Ensure consistency, completeness and clarity of own deliverables, and their acceptance
Ensure alignment across SAP modules and non-SAP systems
Assist other team members whenever necessary
Desired Experience & Qualification
Tertiary qualification in information systems/business
Minimum of 1 year SAP CRM experience (functional analysis, implementation and configuration)
Knowledge of the CRM WEB UI - essential
Ability to be flexible when support demands are high and willing to perform rotational standby duties
Be willing to travel when required
Competencies
Service support / Customer service
Solution delivery
Problem solving ability
Interpersonal / Communication skills
Deadline management and Absorb pressure - Time Management and Driven
Conflict management
Attention to detail
Team player
Analytical
