Customer Service Business Process

SAP Certified SCM Consultant with total **+ years of experience of which 15+ years’ experience in SAP Sales and Distribution module covering Order to Cash process &15 years Domain experience in Supply Chain Management – Global roll outs, Implementations, Enhancements, Application Support & E2E Testing projects with customers like Boeing, Microsoft, Roche, Hasbro, Thomson Reuters, Schneider, Nilgiris and Inoac Corporation among many others

WORK SUMMARY

Strong in at Configuration level in SAP SD OTC (Order to Cash), integration with SAP MM (procure to Pay) and SAP FI (account determination, account receivables)

Two full cycle implementations in SAP SD module at client locations (JAPAN, USA) involved from blueprint preparation stage of the project to realization and go live/support activities with ASAP and Agile Methodologies.

Handled SAP Implementation, production support, testing projects

Strong working experience in Batch jobs, IDocs, ABAP Proxy, user-exits, and enhancements.

Well versed in customizing and configuring the basic functions like base customization, Organizational data determination, Partner processing, Transaction processing, Text determination, Activity management, Status profiles.

Assisted team on Predictive Analytics & Machine Learning for identifying patterns and predicting future outcomes related to invoice error and time for revenue recognition

Integrated with SAP and Chat BOT using Realtrack tool to provide improved Customer Service experiences.

Integrated SAP ERP environment with IBM WebSphere e-commerce (WCS) application portfolio using Mule soft as ESB

Worked with development teams to complete RICEF objects, Process streamline by enhancement using user-exists and configurations – Process automation.

Assisted in change management process / Projects as a Support Service Engineer. Participating in design reviews to understand new requirements for rollout countries and fit issues

Worked in various industries as Automobile, Media, Consumer products, Manufacturing, Retail, Consulting, etc.

Hands on experience in Outbound Deliveries, Outbound IDocs, EDI, Picking/Packing, Goods Issues, Invoicing/Billing, Invoice Lists, Inventory Management, user-exists, RICEF objects and Print Programs.

ABAP program debugging, creating functional and technical program specification, creating user exits for sales order, delivery, and billing, and creating user requirements for copy controls, creating customized fields and tables and user exits for adding customer specific information to SAP table like VBAK

Expertise in SAP Tables, Fields, ABAP Query: Simple reports, Debugging, User exits, Enhancements automation

Working experience in support projects in SAP CI (Convergent Invoicing) / SAP CC (Convergent Charging) module, and SAP OER (Object Event Repository), handling L3 support issues.

Experience in Testing Project using SAP TAO (Test Acceleration and Optimization)

Projects Worked

BOEING – Renton, USA. Sep 2018—Till Date.

Management Consultant –Functional

Identify and implement system improvements within sales, logistics, and supply chain and customer service

Responsible for business requirement collection in the area of Sales, Billing and Interfaces.

Analysis of legacy systems, convert all the relevant data to SAP required Data.

Configured sales document type’s contract, order, shipping, billing, invoice lists.

Configured the links with item category groups and item categories.

Developed custom billing documents and custom layout sets.

Configuration of Customer master, Customer texts, Pricing, Material Listings and Exclusions, Output condition, condition records

Configured partner functions, condition types and output messages.

Expertise in identifying user exits for enhancement, wrote functional specifications.

Developed test scripts and testing data and performed testing.

Business Partner, SD Master Data, Order Management, Billing, Estimation & Pricing, Condition types, Output management, project related billing, and Integrations with other modules.

In depth knowledge on Interfaces connecting SAP and non-SAP systems. Worked on IDOCs, BAPIs, RFCs and Customs programs.

Translating Functional Specifications into Application design documents, co-ordination with ABAP team, testing of new functionality or Enhancements, Prepare Test plans and Test scripts, Perform Unit tests and integration tests.

Wide experience in performing FMEA and developing solutions.

Researched, developed, and communicated alternatives to existing processes and products, resolved change requests from business owners

MICROSOFT- Redmond, USA. Jun 2016—Aug 2018.

SAP Track Lead

Identifying and generating blue prints for automation to improve user experience. (Chat BOT, Revenue Recognition using Machine Learning and data science in reducing open revenue incidents)

Maintained and presented dashboard metrics to the customer executive level team on invoicing / possible delay in posting to accounting transactions volume data.

Involved in designing and developing an interface between SAP and web applications – Realtrack tool.

Led the team and driving Quarter / year end closure calls coordinating with MSFTE’s, Service Desk, Service operations and Service Engineering team on all ageing business critical and revenue impacting incidents ensuring zero RLOT and CLOT.

Configured Business Partner, Contract Account, Billable item class, Billable item, and Main and Sub transactions in Billing Document Items in SAP convergent Invoicing module for a Rollout project to cater business operations in India.

Assisted in change management process / Projects as a Support Service Engineer. Participating in design reviews to understand new requirements for rollout countries and fit issues

Handled tickets in SAP SD, MM, OER and CC/CI Modules.

Prepared Knowledge based articles (quick reference guides) and publishing it for service desk to handle queries from business

Knowledge transition on Microsoft processes to new joiners in the project.

Identifying & Eliminating Non-Value Additions and Waste in Non-Ticketing Efforts.

Wide experience in performing FMEA and developing solutions.

Researched, developed, and communicated alternatives to existing processes and products, resolved change requests from business owners

ROCHE – Indianapolis, USA. Dec 2015—Jun 2016

SD Consultant

Involve in business process design, analyze requirements and arrive at functional solution (Blueprint) for to be business process.

Design, configure, develop and implement SAP functional modules.

Design functional specifications for reports, interfaces, enhancements, workflow and forms.

Modify, test and implement SAP application software.

Utilizes SAP knowledge and expertise to identify issues and implementation opportunities.

Perform unit, system, integration and regression testing through the project life cycle.

Analyze critical issues and defects and provide SAP solutions accordingly

Documented Knowledge based document to help to resolve by Business team on the day-day based activity issues.

Prepared Application support Handbook for new joiners with Business processes.

HASBRO Inc. – Rhode Island, USA Apr 2015—Nov 2015 Module Lead

Configuring SAP system as per the context of business requirement

Configured sales order management with partner determination, organization determination, output determination, and text determination.

Defined transaction type, item category, schedule line category, item category determination and copy controls between transaction types

Configured pricing procedure, access sequences, condition tables and pricing procedure determination

Designing and development of interfaces between SAP and other applications (Order submit/acknowledgement, shipping- Picking and PGI.)

Transformed business requirement document into functional specifications and organized with technical team for custom development

Prepared test cases documents and monitored and assisted testing team while execution of test cases during Unit &Regression testing phase.

Documented the entire configuration done and involved in the end user training and Knowledge Transfer sessions and Production Support

Obtaining client business team and IT team signoff for the developed objects, configuration rationale document, Functional specifications, test scenarios and test documents.

Working on defects reported during testing phase, analyzing root cause analysis, coordinating with tech team for development and closure.

Supporting Client IT team and monitoring production system during cut over phase

Resolution provided for defects identified during post go-live period (production support)

MICROSOFT - Hyderabad, India Jun2012—Mar2015

SAP Track Lead

Configured Business Partner, Contract Account, Billable item class, Billable item, and Main and Sub transactions in Billing Document Items in SAP convergent Invoicing module.

Supported as a Service Engineer in SAP CI module for a Rollout project to cater business operations in India.

Assisted in change management process / Projects as a Support Service Engineer. Participating in design reviews to understand new requirements for rollout countries and fit issues

Handled tickets in SAP SD, MM, OER and CC/CI Modules.

Handling prioritized production support issues, extensive production support using help desk agents.

Prepared Knowledge based articles (quick reference guides) and publishing it for service desk to handle queries from business

Knowledge transition on Microsoft processes to new joiners in the project.

Monitored / supported on critical Batch Jobs,IDOCs, revenue impacting and high priority tickets during Quarter end and Year End financial periods

Thomson Reuters – Hyderabad, India June/2011-May/2012 Team Member

As part of the day to day activity trouble shoot and monitor the Idoc flow, check for errors, coordinate with end users correct them and to rerun the Idoc

Handling level 2 tickets assigned to me on priority and closing the reported issues within the specified SLA.

Monitoring and resolving issues related to IDOCs and Batch Jobs as a part of month end activities

Involved in knowledge transfer sessions from our senior consultants

For all the issues related to master data maintenance, interacting with MDM team and coordinating with Business users, followed guidelines for solutions

Issues related to configuration: communicating with process team with constructive ‘issue and solution’ document, follow-up with Process team and business users till the changes are moved to production system, after testing in quality environment.

Prepared KT documents and provided KT on interfaces and processes to the of support team and new on board members.

Supporting team members on understanding the critical issues and driving towards the closure of tickets.

Created and generated quick report thru by joining tables in SQVI for reporting business transactions information to Finance (accounts receivable) team.

Schneider Electric – Bangalore, India Feb/2011-May/2011 Project Lead

Understanding the Business process and Validating SAP SD test scripts in relation to business process.

Researching and obtaining the relevant test master data

Documentation of test master data

Undergoing manual testing for all the test scripts

Modifying test scripts wherever it is required

Creating test objects for automation testing development

Executing automation testing in SAP TAO (Test acceleration and Optimization tool)

NILGIRIS DAIRY FARM LTD – Bangalore, India Apr/2010 – Jan/2011

Module Lead

Daily routine includes resolving all the relevant tickets reported by the business users within the timelines

Modification of Existing customized programs, Automated a Sales order creation process through a excel file with ABAP team from presentation server, and attached to a transaction code ZSD_ORDER_CREATE.

Worked with development teams to complete RICEF objects, Process streamline by enhancement using user-exists and configurations.

Configured system to post into separate G/L accounts (SD - FI integration) for free goods materials in sales orders.

SAP system enhanced to restrict in creating multiple pro forma invoices, based on the requirement finance IT department

Restricted in Creation of Credit memo with reference to an invoice document which is cancelled. (cancelled invoice documents should be taken as a reference to create credit memo)

Enhancement done for restricting the invoice document cancellation after the corresponding Goods receipt documents is created, during third party sales Scenario.

Prepared functional specifications document for an enhancement - automatic closure of all open sales orders which are aged more than 2 days.

Worked with ABAP programmers in giving Functional Specifications for Preparing Reports and Developing Enhancements, User Exits to Meet the Business Requirements of the Client

INOAC – Nagoya, Japan June/2007--Mar/2010

Team Member

End to End SAP implementation process and role was into application development and maintained in SAP Sales and Distribution module.

Interaction with Business users and Business IT team, understanding the requirements, designing solutions, and creating the Business Blue Print Documents.

Designing solutions and development of inbound & Outbound SD interfaces for all applications which interact with SAP R/3 thru SAP XI.

Interface business requirement document transformed into Functional & Technical Specification document, developed interface objects using ABAP Proxy methods, coordinated with SAP XI team and tech team while designing the interfaces.

Prepared Mapping sheet to map the business process with the fields in SAP based on the file contents / transactions used as a template while designing the interfaces from external application tool and net weaver tool.

Preparing functional specifications based on business requirement documents, obtaining sign off from client team members, taking up with technical team for technical development

Prepared test cases, test scenarios for each business transaction related inbound and outbound interface, validated with business IT team and executed testing accordingly.

Responsible for Unit / Integration and Regression testing with offshore team members and core business IT team members

Documentation of Test case and test results, training core team members on each business process as documented in Business blue print document

User – exits were modified to store data in custom tables which are used in Interfaces and reports.

Involved in interfacing and integration of MM & SD with PP and FI/CO modules.

Configured to create automatic purchase order creation while saving sales order in third party sales scenario

Used LSMW to customer master data, customer material info records and other master / condition records during cut over activities.

Designed functional specification document in context of business requirement discussion to upload all the open sales orders business transaction from existing applications into SAP application during Production go-live phase

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