Marcello Moreira Santana

 Hands-on exposure to Oracle Field Service (OFS) environments and integration with SAP CRM / Service processes.  Supported Service and Field Service processes across LATAM, focusing on dispatching, work orders, scheduling, and after-sales support.  Led pre-sales and solution design for Oracle Revenue Management & Billing integrated with Field Service and CRM platforms.  Delivered remote functional support and solution workshops in LATAM.  Conducted multilingual training (PT/EN/ES) for user adoption.

 Led and supported end-to-end implementations of SAP S/4HANA Service Management and FSCM, from requirements gathering to go-live, covering service order processing, contract management, billing configuration, and resource planning optimization.  Worked closely with key business stakeholders to translate operational needs into scalable system solutions, improving efficiency across service contract management, service billing, and order execution in SAP S/4HANA.

 Configured and customized SAP S/4HANA Service Management modules, including Service Orders, Service Contracts, Service Billing, and Resource Planning, ensuring full alignment with business requirements and seamless integration across SD, MM, FI, and CS modules.  Led SAP CRM migration to S/4HANA, integrated with Field Service processes and Salesforce Portal.

 Enhanced SAP CRM Service UI/UX integrated with Salesforce and S/4HANA migration.  Delivered remote operational support for service management processes.

 Led the SAP CRM (UI/UX) migration to SAP S/4HANA, ensuring streamlined processes.  Conducted end-user training, ensuring seamless adoption of new system functionalities.  Led the migration to SAP S/4HANA, optimizing financial processes such as Credit Management, Collections, and Dispute Resolution.  Implemented SAP Fiori applications.  Conducted training sessions for end-users, ensuring the smooth adoption of SAP FSCM functionalities, leading to improved user proficiency and system utilization.

 Delivered SAP CRM and SAP FSM (Field Service Management) functional enhancements for telecommunications services.  Provided post-implementation support, issue resolution, and process enhancements within the S/4HANA Service Management landscape, including configuration adjustments, functional improvements, and user training sessions.  Supported integration between CRM and Billing systems.

 Responsible for the Configuration and Functional Specifications for Rural Credit Contract Origination, which directly includes the Opportunity Management, Quotation, Business Partner, and Case Management modules;  Active participation in the Business Blueprint and Realization phase, with the implementation of the Xmethod methodology with ASAP 8 for Banking items.  Process Mapping with the BPM (Business Process Management) methodology using the ARIS Designer tool integrated with SAP Solution Manager.