Job Title:  T&T-M&C-Senior Analyst | SAP C4C | Bengaluru

The Team

Customer has to do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth. Learn more about: Customer

Your Work Profile

Role Title: SAP C4C Business Analyst Product: SAP Cloud for Customer (C4C), SCV2

Role Overview

The SAP C4C Analyst bridges business requirements and the SAP Cloud for Customer platform across Sales and Service workstreams. The analyst is accountable for functional design, configuration support, integration alignment, and continuous improvement of C4C-enabled processes spanning the full customer engagement lifecycle.

Key Responsibilities

Functional Design & Configuration

• Gather and document business requirements for Sales Cloud and Service Cloud workstreams
• Map requirements to C4C solution capabilities including:
• Lead & Opportunity Management — pipeline tracking, forecast management, activity planning
• Customer Quotation Management — quote creation, pricing, approval workflows
• Omnichannel Customer Engagement — interaction channels, escalation paths
• Customer Contract Monitoring — entitlement management, renewal tracking
• Customer Claims & Returns Management — complaint handling, return authorization
• Warranty Management — warranty rights, claim processing
• Retail Execution — visit planning, in-store execution, survey management
• Support system configuration and personalization in alignment with business rules

Integration & Data Management

• Work with integration teams on C4C–ERP/S/4HANA scenarios including:
• Opportunity-to-Order (with C4C Sales Order or Quote)
• Activity & Opportunity Management integration
• Service Management integration
• Ensure data quality for Customer Master Data Management — account hierarchies, contact roles, business partners
• Support integration with SAP Master Data Governance (MDG-C) for customer data governance

Analytics & Reporting

• Design and validate embedded analytics and dashboards covering:
• Customer Service Analytics — ticket KPIs, SLA tracking, agent performance
• Customer Data Analytics — segmentation, engagement scoring
• Opportunity & Pipeline Management — win/loss analysis, forecast accuracy
• Create and maintain custom reports, KPI tiles, and data sources within C4C

Testing & Quality Assurance

• Prepare and execute functional test cases, integration test scripts, and UAT scenarios
• Support EarlyWatch Check reviews and health assessments for SAP C4C environments
• Document defects, manage resolution cycles, and track sign-off

Preferred Qualifications

• SAP Certified Associate — SAP Sales Cloud or SAP Service Cloud
• Experience with SAP S/4HANA or ECC in a Sales/Service context
• Exposure to SAP MXP (Multi Experience Platform) or SAP Build tools
• Agile/Scrum delivery background