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# SAP ISU CRM Customer Service/CRM Consultant

- **Company:** DTI
- **Location:** United States
- **Experience:** Experienced
- **Contract:** Contract
- **Skills:** FI-CA, SAP (Applications), SAP CRM, SAP IS-U, Sap Fiori, SAP S/4HANA
- **Published:** October 15, 2026
- **Apply:** https://www.dice.com/job-detail/4056e800-df8d-491b-be19-ae7ebe3739ee

## About the Role

* 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.

## Description

* 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.