Role & responsibilities

Preferred candidate profile

1

Role

SAP ISA Consultant (AMS Support)

2

Required Technical Skill Set

SAP Internet Sales (CRM-ISA) - Production Support and Enhancements

3

No. of Requirements

1

4

Desired Experience Range

7-10 Years

5

Location of Requirement

Hyderabad, Pune

Desired Competencies

Desired Competencies (Technical / Behavioral)

Must-Have

- Provide L2/L3 production support for SAP Internet Sales (CRM-ISA), covering incidents, service requests, problems, changes, and minor enhancements within agreed SLAs.
- Support end-to-end B2B and B2C web-shop processes, including customer logon, product catalog browsing, search, product selection, shopping cart, pricing, availability, order submission, and order-status scenarios.
- Configure and support web-shop settings, business partner access, product catalogs, navigation, sales-area assignments, transaction types, user roles, and relevant application parameters.
- Analyze and resolve issues involving customer authentication, catalog display, product data, pricing, tax, availability, cart processing, order creation, order history, and sales or service transactions.
- Support integration between SAP ISA, SAP CRM, SAP ERP or SD, product and catalog data, pricing, availability, order management, and relevant external payment, tax, logistics, or content services where applicable.
- Monitor Java application availability, application and system logs, interfaces, RFC or middleware communication, background jobs, queues, web sessions, and data replication relevant to Internet Sales.
- Investigate master-data and transactional-data inconsistencies involving business partners, users, products, catalogs, prices, sales areas, conditions, units of measure, and order documents.




- Perform root-cause analysis for recurring web-shop, integration, performance, and data issues, and coordinate permanent fixes with functional and technical teams.
- Prepare functional specifications, solution documents, configuration documents, interface mappings, test scripts, deployment plans, runbooks, and knowledge articles.
- Execute configuration changes, unit, integration, and regression testing, defect resolution, UAT support, release deployment, and post-production validation.
- Coordinate with e-commerce, sales, customer service, marketing, product, logistics, finance, and business stakeholders to maintain secure online sales processes.
- Work with SAP CRM, SD, MM, FI, Basis, Java, ABAP, integration, security, database, infrastructure, and external application teams for end-to-end resolution.

Good-to-Have

- Exposure to SAP CRM Web Channel or Internet Sales, SAP ERP or S/4HANA sales processing, and e-commerce support operations.
- Understanding of B2B and B2C web-shop processes, business partners, product catalogs, pricing, availability, sales orders, deliveries, and billing dependencies.
- Knowledge of SAP NetWeaver Java, Enterprise Portal, Web Dispatcher, RFC, SAP PI/PO or other middleware, and application-log or performance monitoring.
- Experience with ITIL-aligned AMS delivery, ticketing tools, SLA/KPI reporting, problem management, change management, and release management.




- Strong customer focus, ownership, analytical thinking, documentation discipline, and ability to work with globally distributed teams.

Role Description / Expectations from the Role 1 Own assigned SAP ISA incidents and service requests from acknowledgement through resolution, with accurate work notes, user communication, evidence, and closure.

2 Troubleshoot logon, catalog, search, product, pricing, availability, cart, checkout, order, status, interface, and performance issues.

3 Monitor web-shop availability, Java and application logs, interfaces, RFC or middleware messages, jobs, queues, and order-processing outcomes.

4 Perform impact analysis and implement controlled configuration, interface, report, workflow, and minor enhancement changes in line with change-management procedures.

5 Prepare functional specifications, solution documents, test cases, deployment and rollback plans, root-cause reports, and operational handover documents.

6 Execute unit and regression testing, support integration testing and UAT, resolve defects, and verify production deployment results.

7 Coordinate with business users and SAP CRM, SD, MM, FI, ABAP, Java, Basis, integration, security, database, and infrastructure teams.

8 Ensure quality and timely completion of support deliverables while meeting SLA, audit, documentation, security, and compliance requirements.

9 Maintain support runbooks, knowledge articles, interface inventories, configuration records, known-error documents, and shift handover notes.

10 Identify opportunities to improve web-shop availability, customer experience, performance, monitoring, automation, data quality, stability, and support efficiency.

📌 SAP ISA Consultant (Hyderabad)
🏢 Tata Consultancy Services
📍 Hyderabad