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Senior SAP CRM Specialist

Job description

You act as a key player in the evolution and support  of the SAP CRM application and its interfaces in the NMBS system landscape; this includes:

  • Service processes to manage complaints and fines
  • Lead and opportunity management
  • Contract management processes
  • Master data management (customers, products, ibases, ….)
  • Fiori applications
  • Marketing management ( target groups, territory management, …)
  • Interfaces to and from different Legacy Applications via SAP PI and SAP Bdocs and Idocs
  • Interfaces to and from other SAP systems
  • You provide day-to-day excellence in Functional & Technical Application Support which entails:
  • End to End responsibility for resolving assigned incidents/requests
  • Diagnosing/Analyzing issues and changes, design solutions
  • Preparation of  functional/technical specifications using technical expertise
  • Customizing in SAP CRM

Major Accountabilities:

  • Incident handling, problem and change management, including the unit-, integration- and regression testing of the solution. This also includes drawing up functional specifications for the development team and customizing the SAP CRM application.
  • Work with NMBS Process Leads, NMBS key users and other BA CS members to operationally manage assigned change requests, bug fixes and small operational enhancements. Ensure fit with the existing solutions to achieve customer/user satisfaction, engagement/adoption by the business.
  • Actively bring in best practices, out-of-the box thinking, insights and technology trends to help improve the SAP CRM application and level of service regarding the application.
  • Proactively try to improve support, training, processes and communication with regard to the SAP CRM application
  • Actively participate in small or larger projects that involve changes to the SAP CRM application.

You will report to the Customer Service (CS) Business Area Lead and will work closely with the NMBS Customer Service and Sales & Marketing Process Leads.


  • University (Master) degree or equivalent experience
  • Strong analytical skills to analyze functional requirements and translate these into functional specifications and technical implementations
  • At least 5 years of experience in customizing and maintaining SAP CRM modules:
    • (Customizing) Experience with  the CRM web UI (CRM 7.0)
    • SAP OData and Fiori Design experience
    • Strong Experience with the SAP CRM Sales, Service and Marketing module.
    • Middleware/Integration experience. Experience and technical skills for the integration of SAP CRM with other (SAP) systems and solutions
    • SAP BRF plus knowledge is an advantage
    • Experience in integration with SAP ECC and Convergent Invoicing (FICA) is considered an advantage
  • Strong communication skills and able to verbally communicate, read and write in Dutch, French and English
  • Strength in building and reinforcing good governance, risk management and strong operational practices
  • Enthusiastic team player able to work independently
  • Strong analytical and problem solving mind, knowing how to separate main issues from side-issues and getting them solved quickly
  • Proactive entrepreneurial mindset, injecting new ideas and bringing them to life
  • Leadership style and approach via Trust / Credibility / Result and Quality Oriented
  • Communicates well and often to stakeholders providing insights and promoting good application & data usage
  • Able to relate, influence and understand the stakeholders/business perspectives