State
PA

Job Type
Contract Full-Time

Job Description

BCTG's client needs an experienced SAP CRM Service consultant to lead discovery and current-state assessment for a Technical Complaints & Quality Transformation initiative.

The Work
Complaint intake flows through SAP CRM before reaching S/4HANA. We need a CRM SME to lead workshops, document current-state processes, and deliver a solution assessment to inform future-state design across complaints, returns, investigations, and service execution.

What You'll Do

  • Lead discovery workshops on CRM Service and Customer Service processes
  • Document current complaint intake, returns, and service management processes
  • Identify custom developments, enhancements, and business rules in CRM
  • Assess current capabilities and flag opportunities to simplify/standardize
  • Deliver gap analysis, risks, and recommendations for future-state design

What You Bring

  • 8-10+ years SAP CRM functional consulting
  • Deep expertise in CRM Service, Service Orders, Service Requests, Installed Base
  • Experience with CRM integrated to ECC/S/4HANA
  • Strong workshop facilitation and process documentation skills
  • Medical device/life sciences or regulated industry experience a plus

Engagement
Functional lead role — discovery, assessment, and solution design (not hands-on config/dev). Independent consultant engagement.

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