SAP IS-U Customer Service Lead for Utilities Transformation

EY

Orlando (FL)

Remoto

USD 143.000 - 285.000

Tempo pieno

5 giorni fa

Candidati tra i primi

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Vantaggi offerti da questo lavoro

Medical and dental coverage

Pension and 401(k)

Flexible vacation policy

Paid holidays

Descrizione del lavoro

EY seeks an SAP IS-U Customer Service Manager to lead end-to-end SAP IS-U customer service design and delivery for utility transformation programs. You will own the Customer Service workstream, define the target service model, translate complex requirements into scalable solutions, and ensure alignment across journeys, channels and processes.

You will lead functional teams, collaborate with business, digital, and vendor partners, drive testing, cutover, and operational readiness, and coach

Competenze

Bachelor’s degree required.
Typically, 4–6 years of SAP IS-U or SAP Utilities experience including 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 and delivering customer processes across multiple SAP IS-U functions and connected customer channels.
Experience with customer and account maintenance, service requests, move-in/move-out processes, customer communications, and correspondence.
Experience leading end-to-end testing of utility customer journeys including service start/stop, account changes, exceptions, billing and payment impacts.

Mansioni

Own the SAP IS-U Customer Service workstream, including target processes and delivery plans from design through deployment.
Define the target customer service design across maintenance, service requests, move events, communications, and service-level controls.
Lead requirements gathering, fit-gap assessments, solution workshops, and design governance.
Drive cross-functional design and integration across related capabilities.
Define integration and data-ownership principles across SAP IS-U and customer-facing platforms.
Lead end-to-end customer journeys and service processes ensuring consistency across channels.
Oversee data conversion activities and readiness for customer service data.
Develop functional specifications, documentation, and configuration standards.
Lead and coach functional consultants and coordinate cross-workstream teams.
Drive customer service functional testing strategy, planning, and defect resolution.
Manage scope, estimates, risks, and stakeholder decisions.
Coordinate cutover planning, training, and post-go-live stabilization.