Management Project

Ravi Rajesh

acy6aw@r.postjobfree.com

+1-619-***-**** San Diego, CA

http://linkedin.com/in/ravirajesh/

Summary

Experience in defining, designing and delivering business solutions based on SAP CRM

Have worked with clients in diverse industries and possess insight on key customer pain points and customers’ expectation from a standard SAP CRM offering

Experience in refining and defining of Business Processes

Experience in writing Business Requirements Document (BRD), Business Process Document (BPD), Use Case Specifications and Functional Specification Document (FSD)

Have 4 Full life cycle implementation for SAP CRM Projects

An effective communicator with good relationship management and problem solving skills

Experience in managing multiple tasks simultaneously. Experience in coordinating large scale implementation with high profile stakeholders and multiple teams

Core competencies

SAP – ASAP Methodology Business Process Documentation

Project Management Business Requirement Gathering

Client Interfacing Blueprinting

Estimation Requirement Analysis

Test Management Software Development Life Cycle

Offshore Coordination SAP CRM

Team Leadership SAP CRM – Sales

Training & Mentoring SAP CRM – Marketing

Consulting SAP CRM - Services

Stakeholder Management SAP – Sales & Distribution (SAP ECC)

Customer Relationship Management SAP ERP

Functional Designing Functional Configuration

Functional Security Application Testing

Quality Assurance SAP CRM Cloud for Customer

MS Office HP ALM (Quality Center)

Project Summary

Client: CiNTAS, Mason, OH

Projects: Rental & Deep Clean Project

Project Duration: May 2016 – October 2016

Role: Senior SAP CRM Functional Consultant/ Business Analyst

Team Size: 30

Company: Emprise Consulting LLC.

Core Responsibilities:

Worked as CRM Functional Consultant on the Rental & Deep Clean project which involved work in the area of Sales & Services side of SAP CRM

Assessed capabilities of the enterprise in order to understand the changes needed to meet business needs per strategic goals.

Acted as a catalyst to align and bridge gaps between the business and technology.

Supported the key business process areas which included Garment Rentals, Non-Garment Rentals and Deep Cleaning

Worked with the business users to understand the key pain points and helped align the business processes with the SAP CRM solution.

Supported business processes using SAP CRM Services functionalities like Service Quotation, Solution Quotation, Solution Contract, Service Contract, Service Orders, Service Confirmations, Resource Planning Application Tool, Customer Interaction Center

Worked on design and development of Service Order, Service Confirmations, Internal Orders, Debit Memo, Credit Memo integration between SAP CRM, SAP SD and SAP FI (including Pricing & Billing)

Develop and document business processes and workflows through a consultative approach with business sponsors and key stakeholders, identifying benefits and performance measure indicators.

Supported the business solution and managed project documentation as well as configuration using the SAP Solution Manager (version 7.0) along with ChaRM for Transport Management

Had a good understanding of Pricing Condition Set-up in SAP-SD and Pricing Procedures in SAP-CRM

Had also supported pricing related testing which required integration between SAP CRM and SAP SD (SAP ECC)

Provided additional support to the testing team through execution of test cases for Garment and Non-Garment Rental Business Process using HP ALM tool

Exposure to CRM Middleware for configuring Transaction Replication from CRM to ECC, downloading of materials from ECC to CRM

Defect management and resolution for Deep Cleaning Business Process through Functional Configuration and coordinating with the technical development team for code fixes as and when needed

Client: San Diego Gas and Electricity, San Diego, CA (A subsidiary of Sempra Energy)

Projects: Reduce Your Use & Critical Peak Pricing

Project Duration: February 2014 – March 2016

Role: Lead - SAP CRM Functional Consultant/Architect (Version 7.0)

Team Size: 5

Company: Emprise Consulting LLC.

Core Responsibilities:

Have completed 2 end to end SAP CRM implementation for Reduce Your Use and Critical Peak Pricing Projects

Managed the CRM Functional Area of the Reduce Your Use & Critical Peak Pricing Project

Conducted the weekly meetings with the team member and the client team in order to keep the project on track

Managed the delivery of 22 Functional Designs and 8 Configuration Rationale documents

Tracked and monitored the progress of design items on daily basis and reported to Team Management

Have excellent understanding of the business processes across all the business themes

Led workshops with business users to gather and analyze business requirements. Key areas of analyses were Enrollment, Eligibility and Campaigns & Notifications. Conducted/participated (in) workshops over a period of 4 weeks with an average participation of 12 business users per session

Negotiated with business users on rationalizing the requirements list to adhere to the client budget and project timelines. Held multiple one-on-one meetings with influencers in various business units to cull and prioritize business requirements in order to meet existing project budgets and timeframes

Performed business analysis activities (requirement gathering sessions, use cases, process flow diagram, modeling, and mapping) on transformation projects

Responsible for the CRM Functional Area of the Reduce Your Use & Critical Peak Pricing Project

Worked on core CRM application across four business themes – Enrollment, Eligibility, Event Management, Campaigns & Notification

Have excellent understanding of the business processes across all the business themes

Architecting solution post requirement gathering through multiple brainstorming sessions

Authored functional design document and configuration rationale on the prioritized list of business requirements across four different business themes of Enrollment, Eligibility, Campaigns & Notifications and Event Management

Leveraged the SAP CRM Marketing & SAP CRM Services Module expertise for the solution design by following SAP Best Practices approach to deliver high quality RICEFW Objects (Few of the functionalities to name: SAP CRM Base Customization, Service Contracts, Installed Bases, Transaction Types, Action Management, Action Profiles, Date Profiles, Master Data - Product Configuration, Product Model, Attributes of Product, High Volume Segmentation, Campaigns, Enhancements and Interfaces)

Designed a system in SAP CRM 7.0 version for the “Reduce Your Use” Program which incentivized customers to reduce electricity usage during periods of high demand. Worked extensively with the Customer Program department to understand Campaign trigger, Communication with third parties and dependence on externalities such as weather patterns to translate business requirements into system behavior.

Leveraged SAP Queries (SQVI) in creating/deriving reports and dashboards for quicker analysis of large data.

Coordinated with different Non-SAP teams for batch interfaces to send out Customer Communications for Reduce Your Use Day Events

Performed Unit as well as Integration Testing of the various RICEFW objects to make sure the functional and business requirements were being met

Performed various iterations of regression testing to make sure the existing functionalities are not impacted

Coordinated in Go-Live Cutover Planning and Execution

Coordinated and Supported the Business Testing Team during the various phases of System Testing

Coordinated and Supported the post Go-Live Support through Warranty Period to the Business Users

Interviewed candidates to facilitate the hiring of team members

Client: San Diego Gas and Electricity (A subsidiary of Sempra Energy)

Project: Smart Pricing Program

Project Duration: June 2011 – November 2013

Role: Business Analyst/SAP CRM Consultant (Version 7.0)

Team Size: 15

Company: Accenture LLP.

Core Responsibilities:

Led assembly testing and rollout of 45 customer specific development enhancement throughout the life of the project. Led discussions with development teams and translated business requirements into technical specifications and vice-versa.

Managed the successful delivery of 45 RICEFW objects through Assembly Test which resulted in achieving the milestone of timely invoice generation

Tracked and monitored the status of all RICEFW Objects on a daily basis

Conducted daily meetings with the team in order to keep a check on the status of the tested RICEFW objects and escalate any issues or risk to higher management

Coordinated with the Offshore team on timely resolution of defects and making sure testing schedule has zero impact

Managed the utilization of offshore resources in the most optimum way to achieve maximum productivity in terms of defect resolution and RICEFW deliverables

Managed the Functional Security design for 8 different categories of business users within the SAP CRM Module – Users across Sempra Marketing and Sempra Enrollment/Event Management functionality area.

Documented To-Be Business Process Designs for Business Process Areas including Enrollment and Organization Management and then reviewing them with the business process owners for gap analysis. These Business Process area functionalities were achieved through following CRM functional areas – Service Contracts (Enrollments) and Organizational Model (Organization Management) respectively.

Architected and designed for Real Time Enrollment and Batch Enrollment for the master data updates flowing through the Central Billing System and then driving the designs to the completion of object build and integration testing. Real time Enrollment interface and Batch Enrollment are two major functionalities for Stage 2 and they were achieved using the Service Contract functionality within SAP CRM

Managed the key business process functionalities related to Marketing, Communication & Outreach and provided solution using the Campaign Management, High Volume Segmentation & Campaign Execution offerings from standard SAP CRM.

Led extensive interaction with offshore SAP development organization to draw functional specifications for four critical enhancements and three interface modifications that helped the client automate the Rate Enrollment functionality with SAP CRM for 1.4 million customers. (Rate Enrollment functionality was enabled within SAP CRM leveraging the Service Contracts (from SAP CRM Services Module) which stored the Rate a particular customer is currently enrolled on for the premise it is associated with.)

Owned and managed the Transport Management Process (Including Transport Creation & Migration) across environment using Solution Manager ChaRM (SolMan – ChaRM)

Managed defects across the different CRM Teams and coordinated the effort to their resolution with the offshore team – coordinated defect resolution with the Accenture and Client Leadership on daily basis.

Published status reports and shared with the Client Stakeholder and Accenture Management Team

Prepared multiple presentations to showcase the CRM system capabilities in meeting the business requirements for the client

Designed the Functional Security with the Corporate Controlling department of the client to create Business Roles for eight different job functions. Key considerations were segregation of data visibility and access to specific SAP transactions for users in these departments.(Identifying Security Component/Objects through PFCG Transaction, Running Traces in ST01 and Creation of Business Roles)

Owner for the SAP CRM Web UI System Configuration – Configuring Web UI Screen, Role Configuration Key, Business Roles, Navigation Bar Profile, Web UI Screen Elements/fields, SAP CRM Base Customization, Campaign Management, Campaign Execution, Status Profiles, Service Contract Transaction Type, Service Contract Status Profile, External List Management, High Volume Segmentation, Product Configuration, Product Model, Characteristics of Product, Product Set Type, Attributes & Values, Participating and conducting Business Requirement Gathering sessions with the key stakeholders

Coordinated and participated in Go-Live Cutover Planning and Execution – Executing Cutover tasks in timely and organized manner for the successful Go-Live.

Conducted 3 sessions on the new version of SAP CRM 7.0 for the client to familiarize and educate them

Mentored and guided the Offshore team about the different business process on the functional areas like Enrollment and Eligibility, their corresponding designs and standards followed across the project

Project Duration: March 2011 – June 2011

Client: SAP CRM CoEx, Accenture India Delivery Center

Role: SAP CRM Consultant

Team Size: 40 Members

Company: Accenture Services Pvt. Ltd.

Core Responsibilities:

Provided SME support to various projects across the India Delivery Center – Performing Code Reviews, Technical Design Reviews, Complex Issue resolution related to Service Order scenarios and Installed Bases.

Supported Pre-Sales and client Demo activities by configuring different scenarios of SAP CRM to prospective clients – Tata Steel Limited - Worked on the Account Management Demo for the client to showcase the effectiveness of the Account Management functionality within CRM

Conducted CRM Related trainings for large audiences – CRM Functional and Technical Overview Training to the IDC Employees

Helping across in CRM capability development – Resolving Queries on Discussion Forums, coming up with ideas on TechEd Demos, and providing help across CRM Practice for any project related matter.

Provided support for RICEFW Effort Estimation through standard Accenture developed ADM Estimator Tool – Helping projects team across IDC with RICEFW Estimation using Accenture standard ADM Estimator Tool.

Client: Shell International (Lubricants), UK (London)

Project Duration: February 2010 – March 2011

Role: Sales CRM Application Support Lead (CRM Version 7.0)

Team Size: 5 Members

Company: Accenture Services Pvt. Ltd.

Core Responsibilities:

Led the Application Support Work from India Delivery Center

Conducted Weekly and daily status meetings with key business stakeholders and end users for incident resolution requirement

Distributed Weekly Status Report to key stakeholders on the incidents reported by the users.

Prepared Causal Analysis Report and shared trend of incidents with the Process Focal Points so as to educate users if there is a gap in understanding of application. This resulted in reduction of number of incidents of similar nature by 60-70% over a period of 6 weeks

Conducted knowledge enhancement sessions for users on Groupware Integration which helped user understand the process flow of synchronization functionality and reducing specific nature incident by 80% over a period of 4 weeks/months

Excellent track record of providing incident resolution within the SLA time frame. Zero instance of missing the SLA time line.

Experience in CRM – Sales & Marketing domain spans across Groupware Integration, Business Partner Configuration, Master Data, Account Management, Account Planning, Organizational Management/Hierarchy (Org. Model), Partner Channel Management, Territory Management, Activity Management, Contact Management, Call Plans, Campaign Management, Opportunity Management, Sales Pipeline, Factsheets, DIT Upload Tools, etc.

Client: Shell International (Chemicals), US (Houston)

Project Duration: September 2009 – February 2010

Role: CRM Techno-Functional Lead (CRM Version 5.2)

Team Size: 5 Members

Company: Accenture Services Pvt. Ltd.

Core Responsibilities:

As a CRM Techno-Functional Lead, was responsible for (i) the delivery planning of the various components (Web UI Components, Enhancements, Interfaces, Conversions & Reports) (ii) develop the functional and technical specifications (iii) perform component testing to ensure adherence to business requirements and (iv) leading cutover activities with zero defects during the “go-live” phase from offshore development center.

Coordinated the RICEFW Status Tracking with Onshore Lead with a 100% rate of object delivery on time.

Possessed good understanding of CAMS system functionalities which helped in implementing changes on Account Plans and other activities like Trade Report, Collection Call Report and Credit Appraisal Request and also configuring Action Profile Changes

Developed Technical Designs for enhancements

Developed Prototypes/builds and Unit Testing

Participated in Cutover activity & ensured a successful Go-Live with zero defect

Client: Shell International (Lubricants), UK (London)

Project Duration: March 2009 – September 2009

Role: CRM Technical Consultant

Team Size: 25 Members

Company: Accenture Services Pvt. Ltd.

Core Responsibilities:

Was involved during Shell CRM (Version 5.2) Release 2.3 - Bundle 3 and Bundle 4 from the analysis stage

Developed in-depth knowledge about the Shell Lubes CRM Functionality - Campaign Management, Channel Management, Opportunity Management, One Order Framework, Account Plans, Call Plans, Fact Sheets, DIT, Alerts, etc.

Was also involved in the conceptualization of SAP CRM ISA aspect of the project to enable Business to Business sales order execution from end to end

Was involved in the prototyping of the SAP CRM ISA solution to showcase the capabilities that the solution could cater to Shell’s Business needs/requirements

Was involved in the design and development of solution for Shell Lubricant to address the process related to the Business Territories, Channel Management, Customer Contacts, Customer Accounts and Sales Opportunities using the standard SAP CRM offering of Territory Management, Partner Channel Management, Contact Management, Account Management and Opportunity Management

Leveraged the Extended Configuration Management tool to obtain the basic knowledge of configuring Web Application

Was involved in RICEF Estimation

Coordinated and assisted team members in completing their tasks and tracking the status of RICEF

Developed Functional Designs and Technical Designs for enhancements

Developed Prototypes/Builds and Unit Testing for those enhancements

Helped the Functional Designers during acceptance testing phase

Client: PepsiCo International, US (Houston)

Project: PepsiCo Equipment Services Management Support (ESM)

Project Duration: October 2008 – February 2009

Role: CRM Technical Team Lead/ Analyst

Team Size: 8 Members

Company: Accenture Services Pvt. Ltd.

Core Responsibilities:

Was leading and managing the work effort from offshore team standpoint

Was involved in production support for the ESM (Equipment Services Management) Stream of PepsiCo Equipment Division

Deep understanding of the Equipment Services Management process

Built on Techno-functional and hands-on execution skills while providing timely and accurate resolutions

Was responsible for prioritizing incidents and resource allocation for effective resolution of high visibility incidents

Assisted with Unit testing and Integration Testing of the resolved incidents to ensure the business scenarios and corresponding functionalities are working properly

Was responsible for publishing daily status reports for the resource utilization, incidents resolved vs. incidents in progress and other metrics

Demonstrated with effort and commitment towards incident resolution and escalating issues on timely manner to the concerned stakeholders

Conducted multiple knowledge transition sessions with the technical team to bring them on to speed with the business process of Equipment Services Management

Analyzed Production incidents in the area of SAP CRM – Services (Version 5.0) which were mainly related to Install Bases, Interaction Center, Service Orders, Warranty Management, etc. and, then providing a fix for them as per the SLA framework

Client: PepsiCo International, US (Chicago)

Project: PepsiCo OneUp (Release 3, Release 4, Release 5 and Release 6)

Project Duration: April 2006 – September 2008

Role: SAP ABAP/XI Consultant

Team Size: 60 Members

Company: Accenture Services Pvt. Ltd.

Core Responsibilities:

Worked on Data Dictionary, Reports, Interfaces (involving Change Pointers), and Enhancements - Modules mainly involved here were like Manufacturing, Logistics, Finance.

Worked on SAP ECC - Material Master (SAP MM) and SAP ECC - Sales & Distribution Module (SAP SD Module)

Worked on SAP XI Interfaces – Interfaces from Oracle to SAP-ECC and Vice Versa

Supported the Acceptance Testing phase and performed Gap Analysis for functionality pertaining to. Developed excellent working relationship with key users and helped them transition from legacy system to SAP system.

Supported post-implementation and maintenance efforts which helped me develop client interfacing and management skills.

Prepared documents at every stage: Development, Reviews, Testing and KT

Client: Serco, UK (London)

Project: Serco Formula 100

Project Duration: July 2005 – March 2006

Role: ABAP Developer

Team Size: 12 Members

Company: Accenture Services Pvt. Ltd.

Core Responsibilities:

Authored design document and implementing the design as ABAP Code for the respective modules – Project Systems.

Designed and executed test plans

Played the role of Defect Coordinator by managing defects and getting them resolved on schedule.

Participated in other related project activities like Global Delivery Dashboard (GDD), trainings etc.

Academics

2005 Masters in Computer Application, Ghaziabad, India

2002 Bachelors of Commerce from Delhi University, India

Certifications

Completed the OpenSAP Certification for “Experience SAP Cloud for Customer”

Completed “Certified Application Developer” certification which was awarded jointly by Accenture Solution Delivery Academy (ASDA) and Massachusetts Institute of Technology (MIT).

Additional Information

Awarded the “Accenture - Product Oscars” in the “People Developer Category” for being an effective people developer in Consumer Goods Industry vertical.

Awarded multiple times with the Celebrating Performance award in recognition of critical work done and effectively handling complex work.

Awarded the “Accenture - Super Trooper ACE Award” for one of the best team players.

Led the Global Career Program for employees from Accenture, India office at the Southern California Location. Helped the new onshore employees by comfortable on boarding and connecting regularly through Community Events

Organized friendly cricket matches for the colleagues over weekends which gave good opportunity to connect with each other

Enjoy playing golf, tennis and cricket

Languages: English (Fluent) and Hindi (Native)

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