Description

Lead functional implementations of SAP Service Cloud for the utilities sector, focusing on integration with backend ISU (ECC 6). Drive requirements gathering, solution design, and configuration of ticket management processes.

Responsibilities

• Drive key activities for SAP Service Cloud implementations, ensuring seamless integration with backend ISU environments.
• Lead requirements gathering workshops and manage solution design sessions with customers.
• Design and configure ticket management processes and customize reports to meet specific business requirements.
• Create functional specifications and collaborate with technical consultants on application customization.
• Work with integration SMEs to manage connections between Service Cloud and back-end ISU systems.

Required Skills

• 10+ years of experience in SAP CRM and Service Cloud environments.
• Deep knowledge of CRM business processes within Service Cloud Utilities Call Center solutions.
• Hands-on experience with SAP Utilities Customer Service processes, including MIMO, Address management, and Utilities exception management.
• Expertise in BMD, TMD, Customer Inquiries, Interactions, and Requests.
• Proven experience in scoping and fine-tuning SAP C4C solutions.
• Experience in designing Org structures and managing customer data.
• Proficiency in key user tools and screen adaptations.
• Familiarity with integration between C4C Service Cloud and SAP ISU using CPI.
• Understanding of SAP Service Cloud implementation methodology and deployment options.

Preferred Skills

• Knowledge of integration setups between various SAP and non-SAP systems.

Key Skills

Education

Any Graduate