SAP IS-U Customer Service Lead, Utilities Transformation

EY; Seattle (WA); À distance; USD 143 000 - 262 000; Plein temps

Avantages offerts par ce poste

Medical and dental coverage

Pension and 401(k) plans

Paid time off

Flexible vacation policy

Résumé du poste

EY is seeking an SAP IS-U Customer Service Manager to lead the end-to-end design and delivery of SAP IS-U customer service solutions for utility transformations across the United States.

You will own the Customer Service workstream, define the target service model, translate complex requirements into scalable SAP designs, and coordinate with business, technical, digital, contact center, and vendor teams to ensure solution quality, testing, deployment, and operational readiness.

Qualifications

• Bachelor’s degree required.
• Typically, 4–6 years of SAP IS-U or SAP Utilities experience, including leadership of 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 with customer maintenance, service requests, move-in/move-out, communications, and correspondence.
• Experience integrating SAP IS-U Customer Service with related capabilities and customer channels such as Billing, FI-CA, Device Management, Work Management, CRM, web, IVR, and contact center platforms.
• Travel 40–60% to meet client needs.

Responsabilités

• Own the SAP IS-U Customer Service workstream, including target processes, scope, solution decisions, delivery plans, quality, risks, and readiness.
• Define target customer service design across maintenance, service requests, move events, communications, and service-level controls.
• Lead requirements gathering, fit-gap assessments, workshops, and governance to translate requirements into scalable SAP IS-U solutions.
• Drive cross-functional design and integration across Customer Service and related capabilities (Billing, FI-CA, Device Management, Work Management, Retail Choice, SAP Service Cloud).
• Define integration and data ownership principles across SAP IS-U and customer-facing platforms (CRM, web, IVR, contact center).
• Design end-to-end customer journeys and service processes across channels with consistent interactions and billing/payment impacts.
• Lead data conversion activities for customer-service data, including requirements, mapping, validation, and business readiness.
• Develop functional specifications, documentation, configuration standards, and design decisions to ensure consistency and quality.
• Coach and manage functional consultants, coordinate with technical/integration/vendor teams, resolve cross-workstream issues.
• Lead functional testing strategy, planning, execution, and defect resolution for end-to-end customer journeys.

Connaissances

SAP IS-U Customer Service

Utility operations

Requirements gathering

Leadership

Cross-functional leadership

Solution design

Testing coordination

Client-facing engagements

Communication

Travel readiness

Formation

Bachelor's degree

Outils

SAP IS-U

SAP Service Cloud

CRM

IVR

Description du poste

EY is seeking an SAP IS-U Customer Service Manager to lead the end-to-end design and delivery of SAP IS-U customer service solutions for utility transformations across the United States.

You will own the Customer Service workstream, define the target service model, translate complex requirements into scalable SAP designs, and coordinate with business, technical, digital, contact center, and vendor teams to ensure solution quality, testing, deployment, and operational readiness.