SAP Isu Lead

5 months ago

Mississauga, Canada Capgemini Full time

**Utilities Experience**: Essential for this role.
- ** SAP Service Cloud Implementation**: Experience in implementing SAP Service Cloud for a utility client currently using CRM 7 and ISU (ECC 6).
- ** C4C Service Cloud for Utilities**: Functional lead experience on C4C Utilities Implementation and upgrade projects.
- ** Technology and Integration**: Good understanding of underlying technology and integration of S/4HANA backed systems and C4C services knowledge.
- ** Implementation Activities**: Drive key activities of SAP Service cloud implementations; integrating with backend S/4HANA utilities solution.
- ** Workshops**: Present key workshops as per methodology to gather business requirements and translate them into design specifications.
- ** System Configuration**: Scope, design, and configure the system to meet business requirements.
- ** Integration Collaboration**: Work with integration SMEs and the S/4HANA ABAP team to connect SAP Sales & Service Cloud with the back-end S/4HANA IS-U environment.

**Expectations**:

- ** Communication Arrangement and Services Setup**: Setup SOAP services configuration and end points changes in S/4HANA and C4C Integrations for Utilities solution.
- ** Business Process Knowledge**: In-depth knowledge of business processes in Service Cloud Utilities Call Center solution.
- ** Service Cloud Module Implementation**: Hands-on experience in service Cloud module implementation.
- ** Customer Service Processes**: Hands-on experience with SAP Utilities Customer Service processes.
- ** Integration Setup**: Exposure to integration setups with various SAP and non-SAP systems.
- ** Debugging Issues**: Ability to debug issues due to SAP ECC to S/4HANA upgrade and integration to C4C service cloud impacts.
- ** Workshops**: Drive workshops with Business and IT teams.
- ** Processes**: Familiarity with MIMO process, address management, utilities exception management, BMD and TMD, and ticket management for customer inquiries, interactions, and requests.
- ** Methodology and Deployment**: Exposure to SAP service cloud implementation methodology and deployment options.
- ** Design and Configuration**: Knowledge of design and configuration, especially ticket management processes.
- ** Requirements Gathering**: Experience in conducting requirements gathering workshops and solution design.
- ** Scoping and Fine-tuning**: Experience in scoping and fine-tuning the SAP C4C solution.
- ** Key User Tools**: Experience with key user tools and screen adaptations.
- ** Org Structure and Customer Data**: Experience in creating org structures and customer data.
- ** Custom Reports**: Experience in customizing and tailoring reports as per customer requirements.
- ** Workshop Management**: Manage design and requirement gathering workshops with customers.
- ** Communication and Collaboration**: Good communication and collaboration skills.
- ** Implementation Activities**: Drive key activities of SAP Service cloud implementations, integrating with backend S/4HANA IS-U solution.
- ** Integration Familiarity**: Familiar with integration between the utility (Electric and Gas) industry’s C4C Service Cloud and SAP S/4HANA ISU using CPI and SAP business processes.
- The pay range that the employer in good faith reasonably expects to pay for this position is $39.30/hour - $61.40/hour. Our benefits include medical, dental, vision and retirement benefits. Applications will be accepted on an ongoing basis._

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