SAP IS-U Customer Service Lead – Utilities

EY; Arlington (VA); Remoto; USD 143.000 - 297.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical and dental coverage

401(k) retirement plans

Paid time off

Descrizione del lavoro

EY is seeking an SAP IS-U Customer Service Manager to lead end-to-end SAP IS-U customer service design and delivery for a major utilities transformation. You will own the customer service workstream, translate complex requirements into scalable solutions, and collaborate with cross-functional teams to ensure quality and operational readiness.

You will guide functional consultants, drive testing strategies, and manage cutover, training, and post-go-live stabilization while maintaining strong

Competenze

• Bachelor's degree required.
• Typically 4–6 years of SAP IS-U or SAP Utilities experience with substantial expertise in SAP IS-U Customer Service and 3+ years leading a functional workstream or team.
• Proven 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.

Mansioni

• Own the SAP IS-U Customer Service workstream, including target processes, scope, solution decisions, and deployment readiness from design through stabilization.
• Define target customer service design across maintenance, service requests, move events, communications, and service-level controls.
• Lead requirements gathering, fit-gap assessments, and design governance for scalable SAP IS-U solutions.
• Drive cross-functional design and integration across related capabilities (Billing, FI-CA, Device Management, etc.).
• Lead end-to-end testing of utility customer journeys, including service start/stop and billing impacts.
• Manage workstream scope, estimates, risks, and stakeholder decisions with clear options.

Conoscenze

SAP IS-U Customer Service

Customer operations

Solution design

Requirements gathering

Cross-functional leadership

Travel readiness

Formazione

Bachelor's degree

Strumenti

SAP Service Cloud

Descrizione del lavoro

EY is seeking an SAP IS-U Customer Service Manager to lead end-to-end SAP IS-U customer service design and delivery for a major utilities transformation. You will own the customer service workstream, translate complex requirements into scalable solutions, and collaborate with cross-functional teams to ensure quality and operational readiness.

You will guide functional consultants, drive testing strategies, and manage cutover, training, and post-go-live stabilization while maintaining strong