SAP Service Cloud Lead (Melbourne, Australia)

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

• 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.

Role Description

Key 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.

Deliverables

• 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.

Required Skills And Experience

• 8-10 years of overall relevant 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.

Desired Skills And Experience

• SAP Service Cloud / C4C certification.
• Experience integrating with SAP ERP/S/4HANA, SAP CDC, BTP Integration Suite, portals or contact-center solutions.
• Experience with service analytics/reporting and complex multi-system transformation programmes.

Benefits & Perks

• Flexible/hybrid working arrangements.
• Health insurance.
• Novated Car Lease.
• Access to UST Perks (Reward Gateway), which offers discounts across major retailers.

Diversity and Inclusion are among the founding blocks of how UST as an organisation translates its values of Humility, Humanity, and Integrity into practice.

About UST

For more than 25 years, UST has worked side by side with the world's best companies to make a real impact through digital transformation. Together, with over 30,000 employees in 30+ countries, we build for boundless impact—touching billions of lives in the process.

Skills

• Axway
• Backend Development
• CI/CD
• Code Review
• Cybersecurity
• E-commerce
• Frontend Development
• Full-Stack Development
• Functional Testing
• Performance Tuning
• Production Support