[Remote] SAP - IS-U Customer Service - Senior - Consulting - Location OPEN

Note: The job is a remote job and is open to candidates in USA. EY is hiring a Senior SAP IS-U Customer Service Consultant to deliver customer-facing SAP IS-U solutions for utility clients. The role supports requirements analysis, functional design and configuration, testing, data conversion, cutover, and production stabilization across customer and meter-to-cash processes.

Responsibilities

• Gathering and analyzing requirements for customer and account maintenance, service requests, move-in and move-out, transfers, start and stop service, and related customer processes
• Supporting the functional design and configuration of SAP IS-U Customer Service solutions, including business partner, contract account, utility contract, premise, service connection, and related customer master data
• Designing and supporting service-request, notification, correspondence, and customer-contact processes in alignment with the deployed SAP IS-U and contact-center solutions
• Translating service-operation requirements into reliable customer, account, contract, premise, and service-request workflows
• Coordinating end-to-end process impacts and dependencies across Billing, FI-CA, Device Management, Work Management, Retail Choice, digital channels, field service, and external contact-center systems
• Analyzing customer-impacting exceptions involving service activation, account changes, billing readiness, payment status, field-work requests, customer data, contract data, or system integrations
• Designing and documenting business requirements and end-to-end process flows for customer self-service web, mobile, and interactive voice response solutions integrated with SAP IS-U Customer Service and meter-to-cash processes
• Preparing functional designs, configuration documentation, test scenarios, process flows, data mappings, and other project deliverables
• Executing unit and integration testing and supporting user acceptance testing, regression testing, defect resolution, and production issue analysis
• Supporting customer, account, contract, premise, and service-point data conversion activities, including data mapping, validation, reconciliation, and cutover readiness
• Supporting cutover, data validation, production incidents, operational procedures, and post-go-live stabilization for customer and contract processes
• Collaborating with client stakeholders, business users, technical teams, integration teams, and project leadership to communicate issues, clarify requirements, and support timely solution decisions
• Providing knowledge transfer, user procedures, and functional guidance to client teams and junior project team members while clearly documenting customer and data impacts

Skills

• Strong functional knowledge of SAP IS-U Customer Service and the broader utility meter-to-cash process
• Hands-on knowledge of SAP IS-U business partner, contract account, utility contract, premise, service connection, and customer-service concepts
• Experience with utility customer-lifecycle processes, including customer and account maintenance, move-in and move-out, transfers, start and stop service, service requests, notifications, and customer contacts
• Understanding of customer-service dependencies involving Billing, FI-CA, Device Management, Work Management, field service, digital channels, and contact-center platforms
• Ability to translate business, regulatory, operational, and customer-experience requirements into practical SAP IS-U functional designs
• Strong analytical and problem-solving skills, including the ability to investigate customer-impacting exceptions and identify root causes
• Ability to collaborate effectively with business, functional, technical, data, and integration teams
• Strong written and verbal communication skills, with the ability to explain functional requirements and solution decisions to business and technology stakeholders
• Ability to manage assigned deliverables, dependencies, risks, and priorities in a client-service environment
• A bachelor's degree
• Typically, no less than 3 to 4 years of SAP IS-U or SAP Utilities experience, including at least three years of hands-on experience in SAP IS-U Customer Service
• Hands-on experience delivering functional requirements, configuration or solution design, testing, and production support in a utility environment
• Experience with SAP IS-U customer, business partner, contract account, utility contract, premise, service connection, and customer-service processes
• Experience supporting utility customer-lifecycle processes, including account maintenance, service requests, move-in and move-out, transfers, and start and stop service
• An understanding of meter-to-cash processes and the dependencies among Customer Service, Billing, FI-CA, Device Management, Work Management, field service, and connected systems
• Experience preparing functional specifications, configuration documentation, test scenarios, process flows, data mappings, and other project documentation
• Experience executing unit and integration testing and supporting user acceptance testing, regression testing, defect resolution, cutover, and production stabilization
• Experience supporting customer and contract data conversion activities, including data mapping, validation, reconciliation, or cutover readiness
• Experience working with business users, technical teams, integration teams, and project stakeholders to resolve functional and cross-workstream issues
• Strong analytical, communication, problem-solving, and stakeholder-management skills
• Prior consulting experience
• Experience with SAP S/4HANA Utilities
• Experience with SAP CRM, SAP Sales and Service Cloud, formerly SAP C4C, or a modern contact-center platform
• Experience with regulated or deregulated utility customer-service processes
• Experience designing or supporting customer self-service web, mobile, interactive voice response, correspondence, or omnichannel solutions
• Experience integrating SAP IS-U Customer Service with digital channels, contact-center platforms, field-service applications, or external customer-experience solutions
• Experience supporting high-volume utility customer-service operations or large-scale meter-to-cash transformations
• Knowledge of utility regulatory requirements, market operations, and customer-communication requirements
• Experience supporting customer and contract data conversion, cutover, operational readiness, reconciliation, or post-go-live production support

Benefits

• Medical and dental coverage
• Pension and 401(k) plans
• A wide range of paid time off options

Company Overview

Company H1B Sponsorship