SAP Service Cloud Consultant

Global Business Ser. 4u Inc.; India; Remote; INR 2,400,000 - 4,200,000; Part time

Job summary

Global Business Ser. 4u Inc. is seeking a knowledgeable SAP Service Cloud Consultant to implement and optimize SAP Service Cloud for clients.

You will design service processes, configure the system, and ensure seamless integration with SAP and third-party systems. The role requires 6–8 years of hands-on experience, strong knowledge of service processes, and expertise in configuring tickets, SLAs, workflows, and omnichannel solutions.

Qualifications

• 6–8 years of hands-on SAP Service Cloud implementations and support.
• Strong knowledge of B2B/B2C customer service processes.
• Configuration experience for tickets, SLAs, workflows, queues, escalation management.

Responsibilities

• Implement and configure SAP Service Cloud to meet client business needs.
• Analyze customer service processes and propose SAP-based solutions.
• Customize service scenarios including case/ticket management, SLAs, knowledge base, omnichannel integration, and field service.
• Integrate SAP Service Cloud with SAP ERP (S/4HANA), SAP FSM, and other platforms using middleware like SAP CPI.
• Conduct workshops, demonstrations, end-user training, and documentation.
• Support testing cycles (SIT/UAT), go-live prep, and post-go-live stabilization.
• Collaborate with stakeholders including business users, developers, and project managers.
• Keep up with new features and innovations within the SAP Customer Experience suite.

Skills

SAP Service Cloud

Customer service processes

Analytical skills

Communication skills

Presentation skills

Education

Bachelor's degree (CS/IS/Business)

Tools

SAP CPI

SAP Cloud Application Studio (SDK)

Job description

Job Title: SAP Service Cloud Consultant

Location: Remote

Job Type: Contract

Experience Level: Mid-level / Senior

Job Summary:

We are seeking a knowledgeable and proactive SAP Service Cloud Consultant to implement and optimize SAP s Service Cloud (part of SAP Customer Experience, formerly C/4HANA) for our clients. The consultant will play a key role in designing customer service processes, configuring the system, and ensuring seamless integration with other SAP and third-party systems.

Key Responsibilities:

• Implement and configure SAP Service Cloud to meet client business needs
• Analyze customer service processes and propose SAP-based solutions
• Customize service scenarios including case/ticket management, service level agreements (SLAs), knowledge base, omnichannel integration (email/chat/phone/social), and field service
• Integrate SAP Service Cloud with SAP ERP (S/4HANA), SAP FSM, and other platforms using middleware like SAP CPI
• Conduct workshops, system demonstrations, end-user training, and documentation
• Support testing cycles (SIT/UAT), go-live preparation, and post-go-live stabilization
• Work closely with stakeholders including business users, developers, and project managers
• Keep up with new features and innovations within the SAP Customer Experience suite

Required Skills & Qualifications:

• Bachelors degree in Computer Science, Information Systems, Business, or a related field
• 6-8 years of experience in SAP Service Cloud (C4C) implementations and support
• Strong knowledge of customer service business processes (B2B and B2C)
• Hands-on experience with configuration of service scenarios: tickets, SLAs, workflows, queues, escalation management
• Familiarity with SAP Cloud Application Studio (SDK) and key-user tools
• Experience with middleware (SAP CPI etc.)
• Ability to design custom objects, reports, and dashboards
• Excellent analytical, communication, and presentation skills
• SAP Service Cloud certification is a plus

Preferred Qualifications:

• Experience with SAP Field Service Management (FSM)
• Working knowledge of other CX modules (Sales Cloud, Marketing Cloud)
• Experience in agile project delivery environments
• Understanding of customer journey and service KPIs
• Prior experience in industries like utilities, retail, telecom, or manufacturing is a plus