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Total Client Management System Lead with SAP C4C

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Date: Dec 23, 2020

Location: Mississauga, ON, CA

Company: Hatch

Requisition ID: 37168 

Job Category: Information Technology; Technology 

Location: Mississauga, ON, Canada  


With over six decades of business and technical experience in the mining, energy, and infrastructure sectors, we understand that challenges are changing rapidly in every industry. We respond quickly with solutions that are smarter, more efficient, and innovative. We draw upon our 9,000 staff with experience in over 150 countries to challenge the status quo and create positive change for our clients, our employees, and the communities we serve.


Looking to take the next step in your career? Hatch is currently seeking a highly motivated CRM / SAP C4C Functional Lead to join the Digital group in Mississauga, starting February 2021.


Digital solutions have become a key component of the strategic direction and vision of today’s modern organizations. Hatch is at the forefront of successfully implementing emerging digital services into our clients’ projects and operations that can unlock a step change in their performance.   


Join our diverse team and award-winning culture and be part of our clients’ digital transformation journey by working to define the best methods and making sure they are supported by the right technology and an enabled workforce. This journey will lead to improve project outcomes, being able to leverage the digital twin, systems integration and interoperability, support for decision-making, autonomous execution, and integrated operations and performance centers. 


The iPas TF Team in Hatch Digital configures, programs, and maintains the SAP enterprise applications used by Hatch’s Shared Services, Management, and client-facing Consultants and Project Teams. These components include SAP C4C (Cloud for Customer), SAP ECC (modules include FI, CO, SD, PS, and CPM), Concur, SuccessFactors, Fiori Launch Pad, Business Warehouse, Business Objects and the SAP Analytics Cloud.


At Hatch, our CRM system is based on C4C and is part of the Total Client Management (TCM) solution. It is a key platform, used by most of Hatch’s senior consultants and engineers. The TCM platform is recently released and significant upgrades are planned.


As the incumbent you would be tasked with leading future extensions and improvements, managing ongoing maintenance, and ensuring the operational integrity of the full TCM solution including C4C, its integration into ECC and other systems and reporting.


As a Functional Lead (Solution Analyst), you will proactively work with business owners, business representatives, users, and other Functional Consultants to understand and translate business requirements into tangible solutions. You will be responsible for design, configuration, and implementation of solutions as well as user support and issue resolution.


You are a team player, yet an independent thinker, comfortable with sharing and accepting ideas in an open manner. You are a hard worker, able to take on demanding and time-constrained tasks.


Hatch is a global company and responsibilities include supporting and providing solutions primarily but not limited to Canada, Australia, South Africa and South America.


As the successful candidate, you will:

  • Design and implement systems solutions: In collaboration with other team members (other Functional Consultants and Technical Team members), provide advice to management and stakeholders, recommend a course of action for required CRM and C4C/TCM solutions in the following areas: solution scoping, requirements analysis, gap analysis, feasibility, functional design, application configuration, technical specification, testing, production deployment, support, and training
  • Actively engage with all interested stakeholders and representative user groups in determining business challenges, requirements, and solution strategy. Communicate options and recommendations, liaise with, and deliver specifications to the technical team members, review progress, demonstrate interim work results, conduct testing, and release to production
  • Gather and review business requirements for enhancements and ensure they are in line with existing processes and architectural direction
  • Respond to business and project priorities, adjust plans as required, negotiate scope, budget and timing for fixes and enhancements, collaborate to develop roadmaps for future initiatives
  • In collaboration with other team members, plan and coordinate testing changes, upgrades, and new services, ensuring applications will operate correctly in current and future environments
  • Configure the C4C/TCM solutions, manage development and integration with other enterprise systems, including the future S/4 HANA and the required Business Partner integration
  • Manage configuration and development work done by external consultants as required
  • Support C4C/TCM users, C4C/TCM adoption, development of help material, train the C4C/TCM support resource
  • Problem troubleshooting, including activities such as issue resolution and root cause analysis
  • Adhere to and contribute to Hatch standards applicable to the SAP environment
  • Manage initiatives and documentation according to standards and need
  • Keep abreast of SAP / technological advances and inform the business of any business opportunities or constraints due to such developments
  • Support organizational change


You bring to the role:

  • B.Sc. or Business degree or equivalent
  • 3 – 5 years of SAP CRM or C4C systems implementation experience, specifically experience in business requirements definition, hands-on configuration, functional/technical specification documents, and management of development and support
  • 5 years’ experience in working with Business Owners to define and prioritize requirements and create and drive a product road map to align with company objectives
  • Strong understanding of the CRM business processes, including concepts surrounding Opportunity Management, User roles, Account Management and Sales Scenarios.
  • Strong understanding of the integration points with other enterprise applications, including master data management
  • Experience in leading small IT projects, including leading all test cycles
  • Experience in engaging with external vendors and consultants
  • Experience in working with developers on technical solutions
  • Experience in training business users and supporting the preparation of training documents
  • Strong written and verbal communication skills, and excellent inter-personal skills
  • Results-oriented, self-starter, capable of working independently and within a team environment to meet deadlines
  • Excellent problem solving/analytical skills and knowledge of analytical tools
  • Superior attention to detail, problem solving and organizational skills
  • Ability to self-learn new systems and technologies
  • Willing to work outside of normal business hours as part of a global team and to travel if required


Nice to Have:

  • General understanding of Professional Services business processes
  • C4C / CRM experience in a professional services industry
  • Experience with design thinking and usability design principles
  • Experience with SAP Cloud Platform and SAP Analytics Cloud


Why join us?

  • Develop innovation partnerships
  • Think locally, work globally
  • Engage with people who make a difference


What we offer you?

  • Flexible work environment
  • Long term career development


We are committed to fostering a workforce in each of our locations that reflects the diversity of the communities in which we operate. Hatch is an Equal Opportunity Employer that considers employment applicants without regard to age, race, colour, national origin, citizenship, religion, creed, sex, sexual orientation, marital status, disability or any other protected status. If you have any special needs requirements, please let us know. We will do our utmost to accommodate, in accordance with applicable local legislation. 

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