SAP Cloud for Customer (ISU Lead)

Job Description: Utilities experience a must. Implementing SAP Service Cloud for a utility client that is currently on CRM 7 and ISU (ECC 6). Experience with C4C Service cloud for Utilities and worked as functional lead on a C4C Utilities Implementation and upgrade projects. Good understanding of underlying technology and integration of S/4HANA backed system and C4C services knowledge. Drive the key activities of SAP Service cloud implementations; integrating to backend S/4HANA utilities solution. Present key workshops as defined by the methodology to help gather business requirements and translating requirements to design specifications of the customer solution. Scope, design and configure the system to meet business requirements. Create functional specifications and work with technical consultants on application customization. Work with integration SMEs, S/4HANA ABAP team on connection between SAP Sales & Service Cloud and back-end S/4HANA IS-U environment. Expectations: Communication arrangement and services setup, SOAP services configuration and end points changes in S/4HANA and C4C Integrations for Utilities solution. In-depth knowledge of business processes in Service Cloud Utilities Call Center solution. Hands-on experience in service Cloud module implementation. Hands-on experience with SAP Utilities Customer Service processes. Exposure to Integration set up with various SAP and non-SAP systems. Debug the issues due to SAP ECC to S/4HANA upgrade and Integration to C4C service cloud impacts. Drive Workshops with Business and IT team. MIMO process. Address management. Utilities exception management. BMD and TMD. Customer Inquiries, Interactions and Requests – Ticket Management. Exposure to SAP service cloud implementation methodology and deployment options. Design and configuration know-how (focus on design of ticket management process). Experience in conducting requirements gathering workshops and solution design. Experience on scoping and Fine-tuning the SAP C4C solution. Experience in Key user tools and screen adaptations. Experience in creation of Org structure and customer data. Exposure to Integration set up with various SAP and non-SAP systems. Experience in customizing and tailoring the reports as per customer requirements. Management of the design and requirement gathering workshops with the customer. Good communication and collaboration skills. Drive the key activities of SAP Service cloud implementations, integrating to backend S/4HANA IS-U solution. Create functional specifications and work with technical consultants on application customization Work with integration SME on connection between Service Cloud and back-end ISU environment. Familiar with the integration between the utility (Elec and Gas) industry's C4C Service Cloud and SAP S/4HANA ISU using CPI and SAP business processes.