Technical Specialist

Job description

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. 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