Dhiman De

• Led the implementation of new Customer and Order Management for First Aid and Safety Services business using technologies such as Dynamics 365, Dynamics Connect (Mobile), SAP CRM, MDG, ECC, Mobile PRC with integration via Gateway and PI/PO
• Drive stabilization projects of Service order and Service Contract for Rental Business
• Manage and guide AMS vendor for proper resolution of production support Tickets (Assyst Tickets) within SLA.

Client Name: PepsiCo

Project Name: PepsiCo - PBNA Deployment of Global Template

• Led the implementation of Trade Funds, Claims and Settlement process for PepsiCo Beverages North America (PBNA)
• Collaborated closely with SMEs and Business to gather requirements for External/Third Party /Bottler Funding
• Worked closely with development team to implement enhancements and Interfaces required to streamline the process and integrate seamlessly between SAP CRM, S/4 HANA, SAP PS (Project Systems) and BW
• Played a pivotal role in the implementation of Support Funding Initiatives for PBNA
• Drive E2E solution right from Support Funding Initiatives, Customer Business Planning, promotion planning to Execution and Settlement and the actualization process
• Incident Management - analysis of critical settlement issues related to customer payment, issues related to incorrect accrual postings, issues related to dispute cases, issues related to settlement batch jobs/variants
• Coordination with BASIS and SAP for the critical performance related issues
• Worked closely with Business to streamline the areas for Deductions, Disputes, chargebacks, write-offs, guardrails for promotion approval, Claims approvals, Over settlement and Under settlement process
• Drive enhancement change requests related to Integration of TPM to Condition contract Management (CCM) for accruals against business volume, manual settlement and Final settlement.

• Responsible for 3rd level support to Bosch BT/ORG
• Extensively working in SAP CRM Sales and Service, Middleware, Hybris Billing
• Actively supported in Technical Upgrade from SP6 to SP12– Testing, Defect analysis, Side effect report, Performance measures, SAP Note Implementation
• Working extensively in Templates like Product Business, After Sales Service(Complaints, Warranties, Inhouse Repair Order, Spare Parts, Service Confirmation), Service Portal (Hybris Billing) projects and support
• Support enhancements/BRs and solve high priority tickets mostly related to 1
• Quotation Management and Pricing in Product Business (Pricing BADI, IPC pricing).2
• Middleware issues in After Sales Service for Complaints, In- House repair Order (IHR), Service Confirmation.3
• External Interfaces Issues in ASA as well in Service Portal (Hybris Billing)
• Also involved in Data cleansing and Data Migration activities
• Service Portal (Hybris Billing-SOM) Support (3rdlevel)
• Monitoring Replication Fulfillment Status of Provider Contract Items and Sharing Orders to CC and ECC
• Handling Interface issues Hybris YCOM(Portal) to SAP CRM via ODATA services
• Issues related to ECC to SAP CRM replication –Pricing condition download and also CRM->ECC – prospect2customer creation
• Issues related to Creation of Provider Master Agreement- PPR updates, sharing orders/Pooled Orders and sharing contracts creation and OData Services in case of provider order creation (subscribe services), Terminate Services, Change Services (Upgrade or downgrade).

Client Name: T-Mobile

Project Name: T-Mobile Uprising Program (SAP-CRM/Care Implementation- Postpaid & Prepaid Support)

• Prepare Detailed Design Document for RICEF Objects (Enhancements &Interfaces) with inputs from SDD (Solution Design Document) Sessions/E2E Sessions/Use Case/JAD Session Materials & Notes/Process Flows (Sequence Diagrams) – Ensuring all the functional requirements gathered from Business for Postpaid are addressed
• Worked a Feature Lead for complex areas such as BILLING (Scrum3) and ACCOUNT MANAGEMENT (Scrum1)
• WSDL Analysis / ISD study in SAP CRM for Data field mapping for Interfaces (Outbound)
• UI/UX Prototype Screens – Coordinating with UI/UX Team for preparing UI/UX prototype Screens as per design agreed and thereby follow up business approval and finally technical hand-offs
• Configuration done in following Areas for Postpaid -Account Management (Number Ranges/Grouping/ID Type/Address Type/BP Role/BP Relationships), -Product Configuration – Hierarchies/Categories and Create Product master
• -Interaction Center [Function Profile, Account Identification Profile, Business Transaction Profile, -Mapping Partner Functions to Transactions, Interaction History Profile, Inbox Profile (only provision)] -Multi-level categorization of Service Request (such as Payment Refund, Fraud Routing, General Inquiry etc.,) – both GUI and Manual Configuration in UI
• - Actions – Action Profile, Action Definition and Conditions
• - Involved in POC for Hybris Billing Sales Order Management.

Client Name: Atlas Copco

Project Name: Atlas Copco SAP CRM and C4C support

• Experience in configuring SAP Hybris Cloud for Customer (C4C) concepts like Scoping & Fine Tuning
• Having good knowledge on Data Integration concepts like communication systems & scenarios, communication arrangements and code list mapping
• Having good knowledge on SAP C4C project tenant landscape
• Extensively worked on Employees/Business Users Creation, granting access and generating passwords for the end –users, Organization Structure, Employee Delegates, web service message, monitoring, reporting & Dashboards
• Process Monitoring in C4C for Interfaces and check issues with regards to Interface Mapping both at field and table level
• Coordinating with different teams like Technical, ECC team, BASIS team and ensure tickets are closed within the stipulated time
• Prepare Knowledge Articles from SAP Solution Manager for future reference for each issue and elaborating the solution approach.

Client Name: Coca - Cola (CONA)

Project Name: TPM Implementation of Global Template

• Involved in the build phase to configure and set up the various areas of trade promotions, funds, claims, rebates etc
• Involved in middleware set up between CRM and ECC including the set up for the required sites and subscriptions
• Involved in all the integration activities including BI for planning layouts ECC integration for rebates, fund integration with promotions and claim settlement integration with CRM and ECC
• Resolving issues during testing phase, working closely with SAP and the business to get issue resolution as per business requirements.

Client Name: SABMiller

Project Name: Rollout Implementation of Global Template in SABMiller in CUG (Australia)

• Worked as a Associate consultant in the roll out implementation project in Australia (CUG)
• Involved in all the Middleware activities from ECC to SAP CRM – Download customer Master data /Material Master/ Org Structure, Registration of Queues in ECC and SAP CRM, Initial load/Request load/Delta load activities, Troubleshooting Errors – Object /BDoc/Queue level, Defining Sites/Subscription/Publication/Replication object in Administration Console, BDoc Display /Summary (SMW01/SMW02)
• Download Equipment Master to SAP CRM and maintaining Object and Installed Base.

• Worked as a Business Analyst in BSG (Business Solution Group) group
• Analyzing CRM enhancement or tickets resolution and replicated in the Testing Environment before Production Movement
• Responsible for understanding business requirement and preparing the TDD
• Manual Testing in CRM Next Application
• Provide support to BPRG team while performing the Unit Acceptance testing
• Coordination with vendor for the Issues resolution during the product testing phase
• Analyzing the Business Requirements with the Project Team and preparing the Test Cases
• Coordination with vendor for the Issues resolution during the product testing phase
• Worked with UAM (User Administration Management) Team
• Giving UAT Signoff to those to move in production after proper checking done in UAT.

• Handling and managing both channel partners and acquisition as well as servicing of HNI customer segment for various investment products.

• Key role in handling corporate accounts for salary account relationship (both business development and retention).