SAP - IS-U Customer Service - Senior - Consulting

Position: SAP - IS-U Customer Service - Senior - Consulting - Location OPEN
Location:

Anywhere in Country

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EY helps utilities organizations transform their operations through innovative SAP solutions that improve efficiency, enhance customer experiences, and support regulatory compliance. We work with clients across the utility value chain, helping them navigate complex business and technology transformations from strategy through execution.

As an SAP IS-U Customer Service Senior Consultant, you will support the design, configuration, testing, and implementation of customer-facing SAP IS-U solutions. You will work closely with business stakeholders and technical teams to translate utility service-operation requirements into effective functional solutions that support customer, account, contract, premise, service-request, and customer-contact processes across the meter-to-cash lifecycle.

** Your key responsibilities*
* In this role, you will work with clients and internal teams to deliver SAP IS-U Customer Service solutions. You will apply your functional knowledge, analytical skills, and utility industry experience to address complex customer-service requirements and support successful project delivery. This position may require regular travel to meet client needs.

Key responsibilities include:

+ Gathering and analyzing requirements for customer and account maintenance, service requests, move-in and move-out, transfers, start and stop service, and related customer processes.

+ Supporting the functional design and configuration of SAP IS-U Customer Service solutions, including business partner, contract account, utility contract, premise, service connection, and related customer master data.

+ Designing and supporting service-request, notification, correspondence, and customer-contact processes in alignment with the deployed SAP IS-U and contact-center solutions.

+ Translating service-operation requirements into reliable customer, account, contract, premise, and service-request workflows.

+ Coordinating end-to-end process impacts and dependencies across Billing, FI-CA, Device Management, Work Management, Retail Choice, digital channels, field service, and external contact-center systems.

+ Analyzing customer-impacting exceptions involving service activation, account changes, billing readiness, payment status, field-work requests, customer data, contract data, or system integrations.

+ Designing and documenting business requirements and end-to-end process flows for customer self-service web, mobile, and interactive voice response solutions integrated with SAP IS-U Customer Service and meter-to-cash processes.

+ Preparing functional designs, configuration documentation, test scenarios, process flows, data mappings, and other project deliverables.

+ Executing unit and integration testing and supporting user acceptance testing, regression testing, defect resolution, and production issue analysis.

+ Supporting customer, account, contract, premise, and service-point data conversion activities, including data mapping, validation, reconciliation, and cutover readiness.

+ Supporting cutover, data validation, production incidents, operational procedures, and post-go-live stabilization for customer and contract processes.

+ Collaborating with client stakeholders, business users, technical teams, integration teams, and project leadership to communicate issues, clarify requirements, and support timely solution decisions.

+ Providing knowledge transfer, user procedures, and functional guidance to client teams and junior project team members while clearly documenting customer and data impacts.

** Skills and attributes for success*
* To thrive in this role, you will need a combination of SAP IS-U Customer Service knowledge, utility industry experience, and strong client-service skills. Your ability to analyze complex customer-lifecycle requirements, collaborate across functional and technical teams, and communicate clearly will be important to delivering successful outcomes.

+ Strong functional knowledge of SAP IS-U Customer Service and the broader utility meter-to-cash process.

+ Hands-on knowledge of SAP IS-U business partner, contract account, utility contract, premise, service connection, and customer-service concepts.

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Experience with utility customer-lifecycle processes, including customer and…