SAP ISU Service Cloud SME

CX Analyst – Service Cloud V2

Overview

In this role, you will:

• Analyze client business processes and requirements to develop tailored SAP Service Cloud v2 solutions.
• Lead the design, configuration, and testing of SAP Service Cloud v2 modules to ensure alignment with client needs.
• Collaborate with cross‑functional teams, including technical developers and business analysts, to integrate SAP Service Cloud v2 with other enterprise systems.
• Provide expert guidance on utilities industry best practices and regulatory compliance within the SAP Service Cloud v2 environment.
• Conduct training sessions and workshops to drive successful end‑user adoption of implemented solutions.
• Manage project timelines, deliverables, and stakeholder expectations throughout the implementation lifecycle.
• Troubleshoot and resolve complex issues during deployment and post‑go‑live phases.
• Ensure solution quality through repeated design, configuration, and testing cycles.
• Work closely with project teams to ensure seamless system integration and functional alignment.

• Proven SAP Service Cloud v1/v2 implementation experience within the Utilities industry.
• Strong ability to write functional specifications, configure systems, and perform effective problem‑solving.
• Solid understanding of key utility business processes such as meter‑to‑cash, customer service, and billing.
• Demonstrated success in delivering SAP Service Cloud projects in a consulting environment.
• Excellent communication, presentation, and stakeholder management skills.

• SAP Service Cloud certification or equivalent industry-recognized credentials.
• Experience conducting training workshops or end‑user enablement sessions.
• Prior involvement in complex multi‑system integrations.

Flexible working arrangements as per Cognizant’s standard policies, project needs, and client engagement requirements.

The annual salary for this position is between $159,000 – $186,500, depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Please note, this role cannot offer visa transfer or sponsorship now or in the future.

Cognizant offers the following benefits for this position (subject to applicable eligibility requirements):

• Medical, Dental, Vision, and Life Insurance
• Paid Holidays plus Paid Time Off
• 401(k) plan with contributions
• Long‑term and Short‑term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan