SAP CRM Support Consultant

CONTEXT

Our client, a major player in its sector, runs a complex SAP landscape in which CRM is not a peripheral tool but a daily operating backbone. Sales, service, and support teams depend on it to manage customer interactions, resolve requests, and keep critical information flowing. Over time, the platform has accumulated customisations, integrations, and workarounds, and the support organisation must now keep it stable while improving the quality of service. The organisation is looking for a senior SAP CRM support consultant for a two-year mission in Brussels. The role is anchored in application maintenance: you will be the person who understands why an incident happened, how to fix it safely, and what should change so that it does not come back. You will work between business users who need answers and technical teams who need precise information. This is a hands-on role for someone who enjoys the detective work of support, the discipline of maintenance, and the satisfaction of turning recurring problems into durable improvements. The team is pragmatic, service-oriented, and focused on keeping critical processes running while gradually reducing technical debt. You will have the opportunity to influence support standards, documentation, and the way incidents are analysed and resolved.

ACTIVITIES

• Provide senior-level support for SAP CRM applications, investigating incidents, analysing root causes, and coordinating fixes with technical teams.
• Manage and prioritise support tickets, ensuring clear communication with business users and realistic resolution commitments.
• Perform application maintenance activities, including configuration checks, small enhancements, corrections, and regression testing support.
• Monitor recurring issues and identify patterns that point to deeper design, data, or integration problems.
• Document solutions, known errors, workarounds, and maintenance procedures so that the support knowledge base becomes a genuine operational asset.
• Collaborate with functional analysts, developers, basis teams, and business owners to ensure changes are assessed, tested, and released safely.
• Support incident and problem management routines, including post-incident reviews and improvement actions.
• Translate business needs into clear functional requirements for small changes or fixes, while protecting the stability of the existing platform.
• Participate in release and change management activities, helping to assess risk and prepare test scenarios.
• Contribute to continuous improvement by proposing simplifications, automation opportunities, and better monitoring or alerting practices.

EXPECTED ACHIEVEMENTS

You will be expected to stabilise and improve the SAP CRM support service, reducing the volume and impact of recurring incidents. Business users should experience faster, clearer, and more reliable support, with fewer surprises and better communication during resolution. Your documentation and root-cause analysis will make the support organisation less dependent on individual knowledge and more able to resolve issues consistently. Over the two-year mission, you will help shift the team from reactive firefighting toward structured problem management and preventive maintenance. Success will be visible in improved service levels, cleaner change execution, stronger knowledge sharing, and a measurable reduction in technical debt around the CRM application. You will also leave behind better support practices and a clearer understanding of how SAP CRM supports the organisation’s critical operations.

ENVIRONMENT

The role is based in a structured SAP support and application maintenance environment. You will work with SAP CRM, incident and problem management processes, ticketing tools such as ServiceNow or a comparable platform, and standard ITIL-based support routines. The technical landscape includes CRM configurations, integrations, user roles, and data flows that require careful analysis before any change. You will collaborate with functional and technical teams, business users, and release managers, using documentation and testing tools to keep changes controlled. Methodologically, the team combines ITIL service management, root-cause analysis, regression testing, and continuous improvement. The pace is driven by service levels and business criticality, so the ability to stay calm, communicate clearly, and prioritise effectively matters as much as technical depth. English is the working language; French or Dutch is an advantage in Brussels. The environment rewards curiosity, precision, and the discipline to close the loop on every incident.