Programmer/Analyst

## Job Summary

We are looking for SAP CRM Technical Lead(8+ years exp) who combines strong hands-on development expertise with a sharp production operations mindset. In this role you will:
•    Lead architecture, design, development, and optimization of SAP CRM solutions using ABAP, ABAP on HANA 
•    Own end-to-end delivery of development initiatives — from requirements and technical design through coding, testing, and deployment
•    Own large, cross-functional initiatives spanning SAP CRM, enterprise integrations, data models, and downstream consuming platforms
•    Translate ambiguous business requirements into scalable technical designs and implementation plans
•    Concurrently support and operate business-critical SAP CRM production systems — managing incidents, maintaining SLAs, and driving high customer satisfaction
•    Recommend and drive improvements in development standards, operational practices, and system architecture
•    Provide technical leadership for complex integrations involving SAP PO/PI, RFC/BAPI, IDoc, OData, REST/SOAP services and enterprise platforms
•    Actively contribute to AI/ML enablement within SAP CRM — including LLM integrations, MCP server development, AIOps
•    Partner closely with business analysts, architects, product owners, and other engineering teams to deliver reliable, secure, and maintainable solutions

## Job Requirements

SAP CRM Development:

- 8+ years of hands-on ABAP and ABAP on HANA development experience
- Deep functional knowledge of SAP CRM — Case Management, RMA/Service Orders
- Strong ABAP on HANA skills: CDS Views, AMDP, code push-down approach; HANA data modeling (Calculation Views, HANA procedures) is a plus
- Experience in SAP PI/PO
- SAP Gateway / OData service development experience

Integration & Middleware:

- Proven experience integrating SAP CRM with enterprise platforms including Identity Management, BI & Analytics and third-party systems
- Hands-on experience with RFC/BAPI, IDoc, SOAP/REST Web Services
- Experience with SAP PO (Process Orchestrator) for interface development, monitoring, and error reprocessing is a plus

Production Operations & Ticket Management:

- Proven experience supporting business-critical production SAP CRM systems with focus on SLA adherence and customer satisfaction
- Experience conducting Root Cause Analysis (RCA) and delivering permanent fixes
- Proactively monitors system health — batch jobs, interface queues, workflows, and HANA performance
- Contributes to change management — raising, reviewing, and executing production changes following CAB approvals

AI Integration:

- Hands-on experience integrating LLM APIs
- Experience building MCP (Model Context Protocol) servers exposing SAP CRM entities — Cases, RMAs, Customer data — as AI-consumable tools and resources
- Experience with AIOps techniques — intelligent ticket triage, incident pattern recognition, and LLM-assisted root cause analysis
- Applies Responsible AI practices: PII masking, hallucination guardrails, and AI interaction audit logging

Soft Skills & Ways of Working:

- Works collaboratively across programmer/analysts, functional consultants, architects, and cross-functional peers
- Tackles unstructured, complex problems independently — applies new perspectives and creative approaches
- Demonstrates sound judgment: identifies issues in advance and proposes scalable, permanent solutions
- Proactive subject matter expert

## Education

Bachelor's/Masters degree with 8+ years of relevant SAP CRM experience