SAP IS-U Customer Service Lead | Utilities Transformation

EY; Raleigh (NC); Remote; USD 143.000 - 262.000; Vollzeit

Benefits dieser Stelle

Competitive compensation

Pension and 401(k)

Paid time off

Zusammenfassung

EY in the United States 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 utilities. You will own the Customer Service workstream, define the target service model, translate requirements into scalable designs, and drive solution quality across channels, with cross-functional collaboration.

You will guide functional consultants, oversee testing and cutover, and ensure production readiness while traveling 40–60% as

Qualifikationen

• Bachelor’s degree.
• 4–6 years SAP IS-U or SAP Utilities experience.
• 3+ years leading a functional workstream.
• Experience owning SAP IS-U Customer Service solution design and delivery.
• Experience with SAP Service Cloud v1 and SAP Service Cloud v2.
• Willingness to travel 40–60%.

Aufgaben

• 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 and move-out events, communications, correspondence, and service-level controls.
• Leading requirements gathering, fit-gap assessments, solution workshops, and design governance to translate customer operations, business, regulatory, and service requirements into scalable and maintainable SAP IS-U solutions.
• Driving cross-functional design and integration across Customer Service and related capabilities, including Billing, FI-CA, Device Management, Work Management, Retail Choice, SAP Service Cloud, and digital and contact center platforms.
• Defining integration and data-ownership principles across SAP IS-U and customer-facing platforms, including CRM, web, IVR, contact center, and other channels in scope.
• Leading the design of end-to-end customer journeys and service processes, ensuring customer interactions, account changes, billing and payment impacts, and field-work handoffs operate consistently across channels.
• Acting as the functional point of contact for customer-service data conversion activities, including data requirements, mapping, validation, customer service objects, and business readiness.
• Developing and overseeing functional specifications, solution documentation, configuration standards, process designs, and key design decisions to ensure consistency and quality across the workstream.
• Leading and coaching functional consultants, reviewing key deliverables, establishing clear ownership, and coordinating technical, integration, and vendor teams to resolve functional and cross-workstream issues.
• Driving customer service functional testing strategy, planning, coordination, execution, and defect resolution across end-to-end customer journeys, including service start and stop, account changes, service requests, exceptions, billing and payment impacts, and field-work handoffs.
• Managing workstream scope, estimates, dependencies, risks, service impacts, stakeholder decisions, and escalations while providing clear options and recommendations to business and technology leaders.
• Leading cutover planning, training, procedures, support transition, service metrics, production readiness, and post-go-live stabilization to support a consistent and stable customer experience.
• Building trusted relationships with client stakeholders and providing functional guidance on SAP IS-U Customer Service capabilities, customer operations, solution decisions, and transformation priorities.

Kenntnisse

SAP IS-U Customer Service

Utilities domain knowledge

Leadership / team coaching

Client-facing engagements

Requirements gathering

Ausbildung

Bachelor's degree

Tools

SAP Service Cloud

FI-CA

CRM integrations

Jobbeschreibung

EY in the United States 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 utilities. You will own the Customer Service workstream, define the target service model, translate requirements into scalable designs, and drive solution quality across channels, with cross-functional collaboration.

You will guide functional consultants, oversee testing and cutover, and ensure production readiness while traveling 40–60% as