<<resume
Business System Analyst, SAP CRM, Harley-Davidson Motor Company
Milwaukee WI 2010-2013
From 2010-2013 I served as a business system analyst for Harley-Davidson.
My role: I was a business system analyst supporting a SAP CRM system. I sustained/enhanced a SAP CRM system.
My customers: My customers were a set of dealer mentors, call center agents who mentored motorcycle sales people on how to use CRM to maximize vehicle sales. I would complete their support tickets, analyze enhancement requests, and monitor system performance.
My responsibilities and achievements:
Integrations: CONNECT Global had integrations with many lead sources (online, test lead, dealership web sources). As a business system analyst I would monitor IDOC queue for failed messages, configure new lead sources, perform regression testing as needed.
Data Quality: Provided subject matter expertise to replace SAP customer master system with IBM Infosphere. Ensured that the customer create/read/update/delete rules of new system correctly maintained and updated the CRM data.
Support for dealer show: Each year provided support for annual dealer show. The system would be demonstrated for new customers at the show. Created test data for the "show environment", created logons for show users, tested integrations set up with other system for the show. Provided on call support from the office in case any issues came up at the show.
System Configuration: Each dealership could have customized sales process steps, pre- and post- sale activities, letters forms. I configured the system for dealership preferences.
Leadership and mentoring: Mentored contract data analysts to perform many of the routine data setup and data management tasks. This included training them on configuring activities, dealership letters, how to reassign data to new users, retire
In the end, Harley-Davidson decided to move the CONNECT system from SAP CRM to Microsoft Dynamics.
Business System Analyst, SAP CRM, Harley-Davidson Motor Company
Milwaukee WI 2010-2013
From 2010-2013 I served as a business system analyst for Harley-Davidson.
My role: I was a business system analyst supporting a SAP CRM system. I sustained/enhanced a SAP CRM system.
My customers: My customers were a set of dealer mentors, call center agents who mentored motorcycle sales people on how to use CRM to maximize vehicle sales. I would complete their support tickets, analyze enhancement requests, and monitor system performance.
My responsibilities and achievements:
Integrations: CONNECT Global had integrations with many lead sources (online, test lead, dealership web sources). As a business system analyst I would monitor IDOC queue for failed messages, configure new lead sources, perform regression testing as needed.
Data Quality: Provided subject matter expertise to replace SAP customer master system with IBM Infosphere. Ensured that the customer create/read/update/delete rules of new system correctly maintained and updated the CRM data.
Support for dealer show: Each year provided support for annual dealer show. The system would be demonstrated for new customers at the show. Created test data for the "show environment", created logons for show users, tested integrations set up with other system for the show. Provided on call support from the office in case any issues came up at the show.
System Configuration: Each dealership could have customized sales process steps, pre- and post- sale activities, letters forms. I configured the system for dealership preferences.
Leadership and mentoring: Mentored contract data analysts to perform many of the routine data setup and data management tasks. This included training them on configuring activities, dealership letters, how to reassign data to new users, retire
In the end, Harley-Davidson decided to move the CONNECT system from SAP CRM to Microsoft Dynamics.