Our Toronto based client is seeking a highly skilled SAP C4C CRM Business Solution Architect for a 12-month contract position. The ideal SAP C4C CRM Business Solution Architect will have 5 + years supporting a utility industry process model (Electric, Gas and/or Water). This contract can be done remotely, however, all potential candidates must be able to work Eastern time zone hours.
Duties & Responsibilities:
- Engage with vendors to understand the software solution roadmaps and make recommendations based on business and domain knowledge on when new features or releases should be considered by Liberty.
- Monitor and maintain business process document repositories.
- Support the Director, EBS in the development of governance presentations, recommendations for project portfolios, roadmaps and investment plans as required.
- Perform other related duties as required.
- Developing an in-depth knowledge of the processes and technology for the customer's solution.
- Designing and building the appropriate techno-functional artifacts and knowledge necessary to ensure maximum business value from the platform while maintaining its stable operations.
- Work collaboratively with the organization's teams to assist with solution incident resolution, and support the enhancement Management process.
- Provide domain input as required for road-mapping and planning activities.
- Utilize industry and solution experience to develop a strong understanding of business processes and the implementation within the designated domain.
- Stay informed about new features, functions, and best practices for relevant technologies.
- Recommend technology-driven improvements and advocate for leveraging solution capabilities and features.
- Engage with AMS teams using in-depth process and cross-application knowledge to expedite triage.
- Support IT counterparts with business and process expertise to resolve incidents, service requests, and deliver enhancements.
- Lead and/or coordinate resolution of incidents, service requests, or enhancements as needed.
- Participate in the development and maintenance of solutions and process documentation.
- Create cohesive solution documentation for program artifacts transitioning to steady-state support.
- Contribute domain-specific readiness criteria and other artifacts for program teams to expedite implementation of future releases.
- Improve cutover performance through the provision of relevant artifacts.
- Participate in hyper-care triage and resolution activities.
- Engage program or business subject matter experts as needed for resolution.
- Contribute to service transition checklist development and management.
- Participates in ongoing change management and solution architecture activities post-cutover.
- Maintain alignment with the enterprise architecture and standards.
- Introduce solution and industry best practices and anticipate evolving business and regulatory requirements.
- Play a key role in the enhancement prioritization process.
- Ensures technical solutions are 'right sized' for the return on investment.
- Participates in maintaining a user network.
- Provide input on new training requirements.
- Conduct training and offer hands-on mentorship to the super user/process owner community.
- Steward/develops process and solution documentation for assigned process areas.
- Develop and implement best practices for the tools, methods, workflow, and deliverables related to solution documentation.
- Engage business and IT (Support and the Project team) stakeholders to ensure that there is solution documentation that is reflective of the Customer First solution at a regional and a global level.
- A good understanding of requirement traceability and the ability to traverse from requirements to solution and testing/training artifacts and vice versa.
- Understand the key domains, process models, user groups within assigned process areas and understand the measures for each and how they are reflected in the underlying system.
- Identify and champion best practices for across assigned process areas to support business in achieving goals laid out as part of their strategic roadmap.
- Provide input on scorecard / dashboard KPI’s and metrics, and supporting tools and enabling technologies.
- Deliver solution/application-based information, advice, input to Business Process Owner teams.
- Participate in architecture Review Board, Design Authority and other Change Control meetings as required.
- Provide subject matter expertise to near- and long-term planning activities (e.g. release definition and planning, upgrade strategies, annual planning etc.)
- Play a part in triage meetings and support AMS teams with business process expertise and business stakeholder / SME engagement.
- Assigned incidents, drive resolution, conduct root cause activities as appropriate.
- Participate in / lead enhancement Backlog management activities.
- Review application and technical monitoring data and advise leadership and appropriate business and active program stakeholders on trends and opportunities.
- Advise logical access/security stakeholders on process and business changes impacting current user role/profile design.
- Provide detailed input on required role/profile changes.
- Develop and maintain a network of stakeholders/process subject matter experts within the Business and other supporting functions.
- Maintain an understanding of relevant solution and technical architectures, roadmaps, policies and standards, including data, security and logical access.
- Apply knowledge to all customer first support activities to ensure alignment of the customer first solution.
- Maintain knowledge of industry best practices in the assigned domain and make appropriate recommendations to IT to support near and long term solution performance.
- Gain and maintain a working knowledge of business operations, policies / procedures / standards.
- Maintain strong product knowledge of the software supporting the customer first solution.
