SAP SERVICE CLOUD FUNCTIONAL

7 days ago

Bellevue, WA, United States Texas State Library and Archives Commision Full time

10+ Years of Experience
• In-depth knowledge of CRM business processes in Service Cloud Utilities Call Center solution.
• Hands-on experience in service Cloud module implementation
• Hands-on experience with SAP Utilities Customer Service processes
• MIMO process
• Address management
• Utilities exception management
• BMD and TMD
• Customer Inquiries, Interactions and Requests
• Exposure to SAP service cloud implementation methodology and deployment options
• Design and configuration know-how (focus on design of ticket management process)
• Experience in conducting requirements gathering workshops and solution design
• Experience on scoping and Fine-tuning the SAP C4C solution
• Experience in Key user tools and screen adaptations
• Experience in creation of Org structure and customer data
• 1Exposure to Integration set up with various SAP and non-SAP systems
• Experience in customizing and tailoring the reports as per customer requirements
• Management of the design and requirement gathering workshops with the customer.
• Drive the key activities of SAP Service cloud implementations, integrating to backend ISU (ECC 6).
• 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.
• Familiar with the integration between the utility (Elec and Gas) industry's C4C Service Cloud and SAP ISU using CPI and SAP business processes

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