Job Description

Job Summary

Lead the end-to-end solution architecture and functional design for SAP Service Cloud V2.

• Design and configure the SAP Service Cloud V2 Add-On for Utilities to support utility customer service and contact center processes.
• Lead discovery, fit-to-standard, design, and configuration workshops with business and IT stakeholders.
• Translate Utilities customer service requirements into scalable SAP Service Cloud V2 solutions.
• Define the integration architecture between SAP Service Cloud V2 and SAP S/4HANA Utilities.
• Identify and design the required SAP-delivered Utilities integration scenarios and integration flows.
• Work with SAP Integration Suite resources to configure and validate standard integration packages and iFlows.
• Design end-to-end processes involving Business Partner / Customer, Contract Account, Contract, Connection Object, Premise, Point of Delivery, Installation, Device / Meter, Billing and Invoice information, Payments, Collections, Security Deposits, Payment Plans / Promise to Pay, and Move-In / Move-Out processes.
• Define Service Cloud communication configurations and connectivity requirements with SAP S/4HANA.
• Collaborate with S/4HANA Utilities, Integration Suite, Security, BTP, and development teams on the end-to-end architecture.
• Define the appropriate use of standard functionality versus extensions while following SAP Clean Core principles.
• Design extensions using Service Cloud V2 extensibility capabilities and, when required, SAP BTP.
• Define Service Cloud V2 business roles, access requirements, service processes, routing, queues, agent experience, customer interactions, case management, knowledge, and email processes.
• Lead integration and end-to-end testing strategy and support SIT, UAT, cutover, go-live, and hypercare.
• Provide functional and technical leadership to the Service Cloud implementation team and ensure solution decisions are properly documented.

Key Responsibilities

Lead the end-to-end solution architecture and functional design for SAP Service Cloud V2.

• Design and configure the SAP Service Cloud V2 Add-On for Utilities to support utility customer service and contact center processes.
• Lead discovery, fit-to-standard, design, and configuration workshops with business and IT stakeholders.
• Translate Utilities customer service requirements into scalable SAP Service Cloud V2 solutions.
• Define the integration architecture between SAP Service Cloud V2 and SAP S/4HANA Utilities.
• Identify and design the required SAP-delivered Utilities integration scenarios and integration flows.
• Work with SAP Integration Suite resources to configure and validate standard integration packages and iFlows.
• Design end-to-end processes involving Business Partner / Customer, Contract Account, Contract, Connection Object, Premise, Point of Delivery, Installation, Device / Meter, Billing and Invoice information, Payments, Collections, Security Deposits, Payment Plans / Promise to Pay, and Move-In / Move-Out processes.
• Define Service Cloud communication configurations and connectivity requirements with SAP S/4HANA.
• Collaborate with S/4HANA Utilities, Integration Suite, Security, BTP, and development teams on the end-to-end architecture.
• Define the appropriate use of standard functionality versus extensions while following SAP Clean Core principles.
• Design extensions using Service Cloud V2 extensibility capabilities and, when required, SAP BTP.
• Define Service Cloud V2 business roles, access requirements, service processes, routing, queues, agent experience, customer interactions, case management, knowledge, and email processes.
• Lead integration and end-to-end testing strategy and support SIT, UAT, cutover, go-live, and hypercare.
• Provide functional and technical leadership to the Service Cloud implementation team and ensure solution decisions are properly documented.

Skill Requirements

Lead the end-to-end solution architecture and functional design for SAP Service Cloud V2.

• Design and configure the SAP Service Cloud V2 Add-On for Utilities to support utility customer service and contact center processes.
• Lead discovery, fit-to-standard, design, and configuration workshops with business and IT stakeholders.
• Translate Utilities customer service requirements into scalable SAP Service Cloud V2 solutions.
• Define the integration architecture between SAP Service Cloud V2 and SAP S/4HANA Utilities.
• Identify and design the required SAP-delivered Utilities integration scenarios and integration flows.
• Work with SAP Integration Suite resources to configure and validate standard integration packages and iFlows.
• Design end-to-end processes involving Business Partner / Customer, Contract Account, Contract, Connection Object, Premise, Point of Delivery, Installation, Device / Meter, Billing and Invoice information, Payments, Collections, Security Deposits, Payment Plans / Promise to Pay, and Move-In / Move-Out processes.
• Define Service Cloud communication configurations and connectivity requirements with SAP S/4HANA.
• Collaborate with S/4HANA Utilities, Integration Suite, Security, BTP, and development teams on the end-to-end architecture.
• Define the appropriate use of standard functionality versus extensions while following SAP Clean Core principles.
• Design extensions using Service Cloud V2 extensibility capabilities and, when required, SAP BTP.
• Define Service Cloud V2 business roles, access requirements, service processes, routing, queues, agent experience, customer interactions, case management, knowledge, and email processes.
• Lead integration and end-to-end testing strategy and support SIT, UAT, cutover, go-live, and hypercare.
• Provide functional and technical leadership to the Service Cloud implementation team and ensure solution decisions are properly documented.

Other Requirements

Lead the end-to-end solution architecture and functional design for SAP Service Cloud V2.

• Design and configure the SAP Service Cloud V2 Add-On for Utilities to support utility customer service and contact center processes.
• Lead discovery, fit-to-standard, design, and configuration workshops with business and IT stakeholders.
• Translate Utilities customer service requirements into scalable SAP Service Cloud V2 solutions.
• Define the integration architecture between SAP Service Cloud V2 and SAP S/4HANA Utilities.
• Identify and design the required SAP-delivered Utilities integration scenarios and integration flows.
• Work with SAP Integration Suite resources to configure and validate standard integration packages and iFlows.
• Design end-to-end processes involving Business Partner / Customer, Contract Account, Contract, Connection Object, Premise, Point of Delivery, Installation, Device / Meter, Billing and Invoice information, Payments, Collections, Security Deposits, Payment Plans / Promise to Pay, and Move-In / Move-Out processes.
• Define Service Cloud communication configurations and connectivity requirements with SAP S/4HANA.
• Collaborate with S/4HANA Utilities, Integration Suite, Security, BTP, and development teams on the end-to-end architecture.
• Define the appropriate use of standard functionality versus extensions while following SAP Clean Core principles.
• Design extensions using Service Cloud V2 extensibility capabilities and, when required, SAP BTP.
• Define Service Cloud V2 business roles, access requirements, service processes, routing, queues, agent experience, customer interactions, case management, knowledge, and email processes.
• Lead integration and end-to-end testing strategy and support SIT, UAT, cutover, go-live, and hypercare.
• Provide functional and technical leadership to the Service Cloud implementation team and ensure solution decisions are properly documented.