Lead SAP IS-U Customer Service Manager

EY; Sacramento (CA); Vor Ort; USD 143.000 - 262.000; Vollzeit

Benefits dieser Stelle

Medical and dental coverage

Pension and 401(k) plans

Paid time off

Zusammenfassung

EY is seeking an SAP IS-U Customer Service Manager in the United States to lead the end-to-end design and delivery of SAP IS-U customer service and operations solutions. You will own the Customer Service workstream, align processes across channels, and drive solution quality through cross-functional collaboration with business, IT, digital, and vendor teams.

The role requires management of end-to-end delivery, data conversion, testing, cutover, and post-go-live stabilization, with travel

Qualifikationen

• Bachelor’s degree required.
• 4–6 years SAP IS-U or SAP Utilities experience, including expertise in SAP IS-U Customer Service and 3+ years leading a functional workstream or team.
• Experience owning SAP IS-U Customer Service solution design and delivery through implementation, testing, deployment, and stabilization.
• Experience designing customer processes across SAP IS-U functions and connected channels.
• Experience integrating SAP IS-U Customer Service with related capabilities and customer channels such as Billing, FI-CA, Device Management, Work Management, CRM, web, IVR, and contact center platforms.

Aufgaben

• Own the SAP IS-U Customer Service workstream, including scope, decisions, delivery plans, and post-go-live stabilization.
• Define target customer service design across customer maintenance, service requests, move events, communications, and service-level controls.
• Lead requirements gathering, fit-gap assessments, workshops, and design governance for scalable SAP IS-U solutions.
• Drive cross-functional design and integration across Customer Service and related capabilities.
• Lead end-to-end testing of utility customer journeys, including service start/stop, account changes, billing impacts, and field-work handoffs.

Kenntnisse

SAP IS-U Customer Service

Utility operations

Requirements gathering

Team leadership

Stakeholder management

Ausbildung

Bachelor’s degree

Tools

SAP Service Cloud

CRM systems

Data conversion

Jobbeschreibung

EY is seeking an SAP IS-U Customer Service Manager in the United States to lead the end-to-end design and delivery of SAP IS-U customer service and operations solutions. You will own the Customer Service workstream, align processes across channels, and drive solution quality through cross-functional collaboration with business, IT, digital, and vendor teams.

The role requires management of end-to-end delivery, data conversion, testing, cutover, and post-go-live stabilization, with travel