Need 10+ CRM Functional Consultant - Hybrid – 3 days onsite per week – Elgin, IL (Hybrid Need Only Locals)
Mohan Sai Ram Gurram
Location: Hybrid – 3 days onsite per week – Elgin, IL (Hybrid Need Only Locals)
Duration: 12-Month Contract
Our client is undertaking a strategic initiative to modernize their Warranty and Case Management platform. They currently utilize Oracle Service Cloud and are evaluating replacement SaaS solutions that offer greater flexibility, scalability, and integration capabilities across multiple ERP environments.
This role will serve as the primary functional resource throughout the evaluation and implementation process, partnering with business stakeholders, software vendors, and technical teams to ensure the selected solution aligns with business requirements and operational processes. The ideal candidate will have hands-on experience with CRM and Warranty Management implementations, strong business process analysis skills, and the ability to bridge business and technical teams.
Responsibilities
- Participate in the evaluation, assessment, and selection of a new Warranty & Case Management platform.
- Review vendor responses, participate in product demonstrations, and help assess solutions against business and functional requirements.
- Gather, document, and validate business and functional requirements.
- Conduct current-state and future-state process reviews, workflow evaluations, and gap analyses.
- Facilitate requirements gathering sessions and working meetings with business stakeholders.
- Create and maintain functional requirements documentation, user stories, process flows, and business specifications.
- Serve as the primary functional liaison between business stakeholders, software vendors, and technical teams.
- Partner with technical resources to define functional requirements for integrations and assist with development planning.
- Review proposed solutions and configurations to ensure alignment with business requirements.
- Support testing efforts, including test planning, test case review, defect resolution, and user acceptance testing.
- Assist with implementation, deployment, and post-go-live support activities.
- Collaborate across business, vendor, and IT teams to ensure successful delivery of the solution.
Required Experience
- End-to-end CRM implementation experience.
- Hands-on Warranty Management implementation experience.
- Experience gathering, documenting, and managing business and functional requirements.
- Experience conducting business process reviews and workflow evaluations.
- Experience creating functional specifications, process documentation, and user stories.
- Experience working with cross-functional business and technical teams.
- Experience participating in software/vendor evaluation and selection activities.
- Strong communication, facilitation, and stakeholder management skills.
- Ability to translate business requirements into functional specifications for technical teams.
Preferred Experience
- Oracle Service Cloud (RightNow) experience.
- ERP integration experience.
- Experience working with JD Edwards (JDE).
- Experience supporting multi-ERP environments.
- Familiarity with SAP, Oracle ERP, or similar enterprise platforms.