SAP CRM Principal Analyst & Team Leader

• Oct 2020 - Present

Active participation in projects, workshops, and solution designs enhances user experience. Provide guidance, training, and mentorship to the team. Emphasize skill development, self-reliance, and critical thinking. Achieved improvements, including increased Support Call closures and a stable system environment. Successfully integrated CRM and Plant Implementation enhanced corporate CRM systems. Report to Integration Services Stream Lead and Enterprise Solution Head, and oversee a team consisting of a Senior Analyst, Junior Analyst, and an Intern. Key Deliverables • Lead the implementation of the SAP CRM system within the organization, ensuring it aligned with business requirements. • Gather and analyze business requirements related to customer relationship management and translate them into functional specifications for system configuration and customization. • Collaborate with stakeholders, business users, and technical teams to design and architect SAP CRM solutions. • Configure the SAP CRM system based on the defined business requirements, ensuring proper integration. • Plan and oversee the migration of data from legacy systems to SAP CRM, ensuring data integrity and completeness. • Conduct user training sessions to familiarize CRM users with system functionalities. • Develop test scenarios and conduct system testing to ensure the SAP CRM system functions correctly. • Maintain documentation related to system configuration, customizations, and business processes. • Identify opportunities for process improvement and system optimization within the CRM environment. Show less

SAP CRM Management Consultant

• Apr 2019 - Sep 2020

Zimele Technologies is an IT service provider that specializes in ICT based business solutions for utilities, public, retail, real estate management and facilities management sectors. Understand client business processes, map them to SAP CRM, collect and analyze client requirements, document them, configure SAP CRM accordingly, and coordinate with technical team for technical needs. Provide support and maintenance post-implementation. Report to Company CEO and CRM Director. Key Deliverables • Internal work and projects for company, along with presenting solutions to clients. • Help with the tender process for numerous government clients and support the City of Tshwane’s CRM and Finance systems. • Contract for SAP through Zimele, supporting the Botswana Water Utilities Company’s SAP CRM system. • Evaluate the internal staff training needs, and scheduling of SAP Courses. Key Projects • Finalized the integration of the Gauteng Liquor Board’s CRM system and their ESRI GIS system. • Deployed and configured a local SAP Multichannel Foundation component, in preparation to be used in future projects. • Presented this solution to the Municipality of San Diego, USA. Show less

Senior SAP CRM Analyst

• Jul 2018 - Apr 2019

Supporting and Documenting the current CRM applications for the City - Corporate Call Center, IT Service Management, Transport Information Center, Events Permitting, Facilities Management, Immovable Properties Management System, CCTV Center and Employee Interaction Center. Some of these projects will be Enhanced with a second phase, which I will be facilitating. While still offering assistance and consultation to the EPIC CRM Solution.

SAP ERP Associate Consultant

• Oct 2016 - Jul 2018

Promoted to Senior Analyst overseeing Corporate and EPIC SAP systems. Collaborated across departments to address resource scarcity. Supported and documented CRM applications for City's Corporate Call Centre, IT Service Management, Transport Information Centre, Events Permitting, Facilities Management, Immovable Properties Management System, CCTV Centre, and Employee Interaction Centre. Provided aid and consultation for EPIC CRM Solution. Key Projects• Assisted with the solution and integration design of the EPIC Contraventions system with the EPIC CRM system. Show less

Art Associate

• Jul 2015 - Mar 2016

Business Analyst & Project Manager

• Jul 2014 - Jul 2015