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SAP Cloud for Customer (C4C) / SAP Marketing Cloud Business Analyst

Date: May 3, 2021

Location: Kilkenny OR Dublin, KK, IE

Company: Glanbia

Glanbia Business Services (GBS)

SAP Cloud for Customer (C4C) / SAP Marketing Cloud Business Analyst


A vacancy has arisen for the role of SAP Cloud for Customer (C4C) / SAP Marketing Cloud Business Analyst at Glanbia Business Services. This is a permanent position will report to the SAP Customer Engagement CoE Manager and will be based in either Kilkenny or Dublin but will be remote for now.


This role sits at Professional Step 1 on the Career Framework. 



Are you an experienced SAP based CRM IT professional and see yourself working with our best people on global projects, creating and enabling new business practices or developing new technology platforms to support our business?

If so, then we want to talk to you! At Glanbia Business Services (GBS), the Global IT and Finance Shared Services division of Glanbia, we currently have an opportunity for an experienced SAP based CRM Business Analyst (Customer Experience Suite (formerly C/4 HANA) and SAP CRM On premise) to join our team.



Key elements of the role

  • SAP Business Analyst to help drive the delivery of initiatives within the CRM functional areas utilizing primarily SAP’s Customer Experience Suite of products
  • Gain understanding of the Glanbia SAP processes, configuration and enhancement points in place across our various divisions and being able to help in the support of these.
  • Help design, develop and deliver enhancements in the form of specific mini-projects and change requests.
  • Participate on multiple (and sometimes concurrent) implementation and continuous improvement projects, including:
    • Help Definition of scope, based on workshops with business representatives and knowledge of existing core model.
    • Definition of blueprint and securing sign-off by relevant process representatives from the business.
    • Leading build activities including configuration, investigation of enhancement points and definition of technical programming specifications etc.
    • Defining and supervising build and test cycles, and supporting training content material preparation.
    • Leading cut-over planning and execution and providing initial high-attention post-live support.
    • Hand-over of design to application support team post project.
  • Develop relationships with Business Unit management and Key Users to drive the effectiveness of the primarily SAP based Customer Experience suite solutions.
  • Develop feasible implementation plans by resource type.
  • Design and deliver value-added systems initiatives to drive business value.
  • Coordinate with the various resources to ensure a timely implementation.
  • Delivering progress report to the business unit and IT management teams.
  • Compliance with Glanbia documentation standards.
  • Provide SAP Customer Experience suite (formerly C/4 HANA) expertise to respond to business requirements, and to contribute pro-actively to continuous improvement to Glanbia’s Customer Engagement implementations.
  • Provide assistance to the Application Support team in the resolution of complex support calls escalated by them.
  • Technical mentoring and development of graduates and new joiners to the team where required.
  • Some national and potentially international travel to project locations may in time be required as part of the role.




  • Minimum of bachelor’s degree in IT or related discipline.
  • SAP Customer Experience Suite certifications across any/all of the modules but specifically SAP Sales Cloud, SAP Service Cloud and SAP Marketing Cloud
  • SAP Certified in CRM 7.0 is desirable.




  • At least three years’ experience in hands-on configuration and implementation roles within SAP CRM On Premise and/or SAP Customer Experience Suite modules.  Cloud based experience would be the preference
  • Experience in a senior CRM role in at least one full-cycle implementation.
  • Proven track record of successful project delivery
  • Basic ABAP coding knowledge a benefit
  • Experience of SAP ECC and non-SAP integrations using SAP CPI would be a benefit
  • Experience with other CRM technologies (eg Salesforce, Microsoft Dynamics) a plus
  • Experience working with both internal and external teams to deliver on project goals and objectives



  • Ability to display a high degree of professionalism in dealing with managers and users.
  • Technically and commercially focused with high levels of enthusiasm and energy.
  • A team player who has the ability to motivate others, making it fun while getting the job done.
  • Enjoys working in a fast-paced, innovative environment where the focus is on continuous improvement and the challenge to make things better.
  • Able to take direction as well as work under one’s own initiative