Description

Lead functional implementations of SAP Service Cloud for the utilities sector, focusing on integration with backend ISU (ECC 6).

Responsibilities

• Drive 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.

Preferred Skills

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

Key Skills

Education

Any Graduate