SAP ISU CRM Customer Service/CRM Consultant

• Lead and support requirements gathering, Fit-to-Standard / Fit-Gap workshops, solution design, configuration, testing, and deployment.
• Translate Electricity and Gas business requirements into scalable SAP IS-U solutions.
• Configure and support IS-U Customer Service and CRM functionality.
• Develop functional specifications for enhancements, interfaces, conversions, and reports.
• Coordinate integrations with Billing, FI-CA, Device Management, Metering, Field Service, CRM and external utility systems.
• Support SIT, UAT, defect resolution, cutover, go-live, and post-production stabilization.
• Troubleshoot complex production issues and perform root-cause analysis.
• Work directly with utility business users and provide functional guidance and best-practice recommendations.
• Collaborate effectively with onsite/offshore teams and cross-functional SAP teams.

• Minimum 8-10 years of SAP IS-Utilities experience, with strong focus on Customer Service and CRM.
• Strong Utilities industry experience supporting Electricity and Gas business processes.
• Hands-on experience with SAP IS-U Customer Service and related customer-facing processes.
• Experience working on large-scale SAP Utilities implementations, upgrades, enhancements, and production support engagements.
• Ability to work closely with business stakeholders, functional teams, technical teams, and integration partners.

Key Functional Skills

• Strong knowledge of Business Partner, Contract Account, Contract, Premise, Connection Object and Installation processes.
• Experience with Move-In, Move-Out, Customer Onboarding, Account Maintenance and Service Requests.
• Strong understanding of Customer Interaction Center / CRM processes, including customer inquiries, complaints, service orders, and interaction management.
• Experience with Electricity and Gas service processes, including service initiation, disconnection, reconnection, transfers, and account changes.
• Understanding of Meter-to-Cash processes and integration across Customer Service, Device Management, Meter Reading, Billing, Invoicing, and FI-CA.
• Experience with Service Orders, Notifications, Field Service integration, and related customer service processes.
• Understanding of Market/ Retail processes and deregulated utility environments is preferred.
• Familiarity with SAP S/4HANA Utilities and modern SAP customer engagement solutions is highly desirable., Experience with S/4HANA Utilities, SAP CRM / Customer Engagement, BPEM, Fiori, AMI/Smart Meter integrations, deregulated/retail utility markets, and utility-specific interfaces would be an advantage.

The ideal candidate should have strong communication and stakeholder-management skills and be capable of independently leading the Customer Service/CRM workstream for a large Electricity and Gas utility transformation.

Founded in 2007, DTI (Diversified Technology, Inc.) is a successful African American owned IT Consulting/Staffing firm based in Chicago’s Loop.