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SAP Service Cloud CX Functional Consultant

    Functional Consultant with Utilities experience

    1.        In-depth knowledge of CRM Business Processes in Service Cloud Utilities Call Center solution

    2.       Hands-on experience in service cloud module im

    3.       Hands-on experience with SAP Utilities Customer Service processes

    a.       MIMO process

    b.      Address management

    c.       BMD and TMD

    d.      Customer Inquiries, Interactions and Requests

    4.      Exposure to SAP service cloud implementation methodology and deployment options

    5.       Design and configuration know-how (focus on design of ticket management process)

    6.       Experience in conducting requirements gathering workshops and solution design

    7.       Experience in scoping and fine tuning the SAP C4C solution

    8.       Experience in key user tools and screen adaptations

    9.       Experience in creation of Org structure and customer data

    10.    Exposure to integration set up with various SAP and non-SAP systems

    11.      Experience in customizing and tailoring the reports as per customer requirements

    12.     Management of the design and requirement gathering workshops with customer

    13.     Good communication and collaborative skills

    14.    Drive key activities of SAP Service Cloud implementations, integrating to backend ISU (ECC-6)

    15.     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.

    16.    Familiar with the integration between the utility (Electric and Gas) C4C Service Cloud and SAP ISU using CPI and SAP business process

    Job Category: Consultant
    Job Type: Contract
    Job Location: Remote

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