SAP IS-U Customer Service Lead

EY; Richmond (VA); À distance; USD 143 000 - 262 000; Plein temps

Avantages offerts par ce poste

Flexible vacation policy

Paid holidays

Total Rewards package

Résumé du poste

EY is seeking an SAP IS-U Customer Service Manager to lead end-to-end design and delivery of SAP IS-U customer service solutions. You will own the Customer Service workstream, define the target service model and functional approach, translate complex requirements into scalable solutions, and ensure alignment across journeys and channels.

You will lead functional teams and collaborate with business, technical, digital, and vendor stakeholders to drive solution quality, testing, deployment, and

Qualifications

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

Responsabilités

• Own the SAP IS-U Customer Service workstream, including target processes and delivery plans.
• Define target customer service design across maintenance, service requests, move-in/move-out, communications and controls.
• Lead requirements gathering, fit-gap assessments and design governance.
• Drive cross-functional design and integration across related capabilities and platforms.
• Lead end-to-end testing of utility customer journeys and resolve defects.
• Manage scope, estimates, dependencies, risks, and escalations for the workstream.
• Plan cutover, training, and production readiness for ongoing stability.

Connaissances

SAP IS-U

Customer service

Cross-functional leadership

Requirements gathering

Solution design

Stakeholder management

Data mapping

Formation

Bachelor’s degree

Outils

SAP Service Cloud

SAP IS-U

CRM systems

Description du poste

EY is seeking an SAP IS-U Customer Service Manager to lead end-to-end design and delivery of SAP IS-U customer service solutions. You will own the Customer Service workstream, define the target service model and functional approach, translate complex requirements into scalable solutions, and ensure alignment across journeys and channels.

You will lead functional teams and collaborate with business, technical, digital, and vendor stakeholders to drive solution quality, testing, deployment, and