SAP IS-U Customer Service Leader

EY; Milwaukee (WI); In loco; USD 143.000 - 285.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical and dental coverage

Pension and 401(k)

Flexible vacation policy

Paid holidays

Descrizione del lavoro

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. You will own the Customer Service workstream, define the target service model, translate requirements into scalable designs, and ensure alignment across customer journeys and channels.

You will lead functional teams, collaborate with business, digital, contact center, and program stakeholders to drive solution quality, integration, testing, deployment, and

Competenze

• Bachelor's degree required.
• Typically 4–6 years SAP IS-U or SAP Utilities experience.
• Proven experience owning SAP IS-U Customer Service design and delivery through implementation, testing, deployment, and stabilization.
• Experience integrating SAP IS-U Customer Service with Billing, FI-CA, Device Management, Work Management, CRM, web, IVR and contact center platforms.
• Willingness to travel 40–60% for client engagements.

Mansioni

• Own the SAP IS-U Customer Service workstream from design through deployment and stabilization.
• Define target customer service design across maintenance, service requests, move-in/move-out, correspondence and SLAs.
• Lead requirements gathering, fit-gap assessments, workshops, and governance for scalable SAP IS-U solutions.
• Drive cross-functional design and integration with Billing, FI-CA, Device Management, Work Management, Retail Choice, SAP Service Cloud, and related channels.
• Define integration and data ownership principles across SAP IS-U and customer-facing platforms (CRM, web, IVR, contact center).
• Lead end-to-end customer journeys and service processes to ensure consistent interactions across channels.
• Oversee data conversion activities, including requirements, mapping, validation and business readiness.
• Develop functional specs, design decisions, and documentation to ensure quality across the workstream.
• Coach functional consultants and coordinate with technical, integration, and vendor teams.

Conoscenze

SAP IS-U

Utilities customer ops

Requirements gathering

Cross-functional leadership

Communication

Formazione

Bachelor's degree

Descrizione del lavoro

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. You will own the Customer Service workstream, define the target service model, translate requirements into scalable designs, and ensure alignment across customer journeys and channels.

You will lead functional teams, collaborate with business, digital, contact center, and program stakeholders to drive solution quality, integration, testing, deployment, and