SAP - IS-U Customer Service - Senior - Consulting

Location:

Chicago

Other locations:
Anywhere in Country

Date:
Oct 20, 2026

Requisition

Location:

Anywhere in Country

At EY, we’re all in to shape your future with confidence.

We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.

Join EY and help to build a better working world.

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.

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.

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…