Principal Enterprise Applications SAP Customer Management Consultant

Basic Qualifications

• Bachelor's degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.

• At least 11 years of experience with Information Technology.

• The Position may require travel to the client location which is in Miami, FL

Preferred Qualifications

• To provide functional knowledge with hands-on experience for Electricity, Gas or Water Industry.
• Hands on experience configuring the IS-U system.
• Drive Business Workshops, Blueprint Sessions, develop BBPs/BBDs FS, Test Scenarios, conduct Trainings, perform Testing, and provide defect management support for Customer Management module.
• Communicate complex requirements to and from Technical and Non-technical stakeholders
• Analyze client business processes and requirements to develop tailored Customer service solutions.
• Configure and hands on with the testing of Customer service Cloud Utilities solution to ensure they are aligned with business requirements
• Provide expert guidance on utilities industry best practice with Utilities customer service Solution
• Manage project work and customer expectations throughout the project life cycle
• Ability review and provide guidance to functional team in business process document/functional specs write-up; configure the system and problem solving
• Collaborate with cross-functional teams both internal and external, including developers and offshore teams
• Hand-on experience in configuring SAP S4HANA IS-U for system integration with external CRM solutions.
• Solid understanding of utility business process, especially in customer service: customer interaction, account identification and MIMO process
• In-depth understanding of SAP ISU data model
• In-depth understanding of SAP Customer Service Project Life Cycle in pre and post go live activities
• In-depth understanding of MIMO process
• In-depth understanding of SAP Service Cloud Utilities Call Center standard functionalities
• In-depth understanding of data replication between CRM solution and SAP S4HANA IS-U
• Minimum of one green field end-to-end SAP CRM 7.X Utilities Call Center implementation

The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email, or face to face.