SAP Service Cloud Lead - Hybrid/Remote & Integration Expert

UST; Melbourne; Hybrid; AUD 180,000 - 260,000; Full time

Benefits offered by this job

Flexible/hybrid working arrangements

Health insurance

Novated Car Lease

Access to UST Perks

Job summary

UST is seeking an experienced SAP CX/CRM specialist to lead Service Cloud initiatives in Melbourne. You will drive fit-to-standard workshops, own the service cloud model, and define end-to-end specifications for integrations and workflows. The role requires coordinating cross-functional teams and ensuring readiness for go-live.

This hybrid role offers flexible working arrangements, health benefits, and exposure to multi-system transformation programs within a global digital transformation leader.

Qualifications

• 8-10 years SAP CX/CRM experience with strong SAP Service Cloud v1/v2 expertise.
• Minimum 2 end-to-end SAP Service Cloud / C4C implementation experiences.
• Strong functional knowledge of customer/service master data, service requests/tickets, activities, workflows, roles, approvals and agent processes.
• Experience designing C4C integrations, data migration, security and RICEFW requirements.
• Experience leading workshops, solution governance, estimates, testing readiness, cutover and stakeholder management.

Responsibilities

• Lead fit-to-standard and detailed-design workshops for customer-service capabilities.
• Own Service Cloud solution model, business configuration standards, roles/security, workflows, statuses and approvals.
• Define functional specifications for integrations, reports, enhancements, forms, conversions and workflows.
• Coordinate dependencies across identity, integration, development, migration and testing teams.
• Review configuration/development and lead functional quality, defect resolution, cutover readiness and hypercare.
• Service Cloud solution design and functional baseline.
• Process/configuration design documents and functional specifications.
• RICEFW and integration functional specifications.
• Migration, security and test-design inputs.
• Cutover, readiness and handover artefacts.

Skills

SAP Service Cloud/S4C certifications

Workshop leadership

Solution governance

RICEFW specifications

Stakeholder management

Tools

Axway

CI/CD

Job description

UST is seeking an experienced SAP CX/CRM specialist to lead Service Cloud initiatives in Melbourne. You will drive fit-to-standard workshops, own the service cloud model, and define end-to-end specifications for integrations and workflows. The role requires coordinating cross-functional teams and ensuring readiness for go-live.

This hybrid role offers flexible working arrangements, health benefits, and exposure to multi-system transformation programs within a global digital transformation leader.