SAP IS-U Customer Service Lead — Utilities Transformation

EY; New Orleans (LA); Remote; USD 143,000 - 262,000; Full time

Job summary

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 for utility clients. You will own the Customer Service workstream, define target service models, translate complex requirements into scalable SAP IS-U solutions, and coordinate across customer journeys, channels, and utility processes.

You will lead functional teams, collaborate with business, technical, digital, contact center, and program stakeholders to drive

Qualifications

• Deep functional knowledge of SAP IS-U Customer Service and utility operations.
• Experience owning SAP IS-U Customer Service solution design and delivery through implementation, testing and deployment.
• Experience designing customer processes across multiple SAP IS-U functions and connected channels.
• Experience leading requirements gathering, solution workshops, and design governance.
• Experience leading end-to-end testing of utility customer journeys.

Responsibilities

• Owning the SAP IS-U Customer Service workstream, including target processes, scope, solution decisions, delivery plans, quality, risks, and operational readiness from design through deployment and post-go-live stabilization.
• Defining the target customer service design across customer and account maintenance, service requests, move-in/move-out events, communications, and service-level controls.
• Leading requirements gathering, fit-gap assessments, solution workshops, and design governance to translate requirements into SAP IS-U designs.
• Driving cross-functional design and integration across Customer Service and related capabilities (Billing, FI-CA, Device Management, Work Management, Retail Choice, SAP Service Cloud).
• Leading the design of end-to-end customer journeys and service processes across channels.

Skills

SAP IS-U Customer Service

Utilities domain knowledge

Leadership of workstreams

Requirements gathering & design

Communication & stakeholder mgmt

Education

Bachelor's degree

Tools

SAP Service Cloud

Billing FI-CA

CRM / customer channels

Job description

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 for utility clients. You will own the Customer Service workstream, define target service models, translate complex requirements into scalable SAP IS-U solutions, and coordinate across customer journeys, channels, and utility processes.

You will lead functional teams, collaborate with business, technical, digital, contact center, and program stakeholders to drive