SAP IS-U Customer Service Leader – Utilities Transformation

EY; Austin (TX); À distance; USD 143 000 - 262 000; Plein temps

Résumé du poste

EY seeks 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 the target service model, translate complex requirements into scalable SAP IS-U designs, and guide cross-functional teams through design, testing, deployment, and stabilization to deliver a consistent, compliant customer experience.

Qualifications

• Deep functional knowledge of SAP IS-U Customer Service and utility customer operations.
• Strong understanding of customer and account maintenance, service requests, move events, correspondence, customer journeys, and service-level controls.
• Strong understanding of the integration between SAP IS-U Customer Service and related capabilities, including Billing, FI-CA, Device Management, Work Management, Retail Choice, and customer-facing platforms.
• Ability to translate complex customer operations, business, and regulatory requirements into scalable SAP IS-U functional designs.
• Proven ability to lead complex SAP transformation initiatives and client-facing engagements.
• Strong analytical, problem-solving, facilitation, and decision-making skills.
• Ability to lead cross-functional teams and manage dependencies across business, functional, technical, digital, integration, and vendor workstreams.
• Strong written and verbal communication skills, with the ability to communicate complex solution decisions to both business and technology stakeholders.

Responsabilités

• Own the SAP IS-U Customer Service workstream from design through deployment and stabilization.
• Define target customer service design across maintenance, service requests, moves, and communications.
• Lead requirements gathering, fit-gap assessments, and design governance for scalable SAP IS-U solutions.
• Drive cross-functional design and integration with Billing, FI-CA, Device Management, and SAP Service Cloud.
• Define integration and data-ownership principles across SAP IS-U and customer-facing platforms.
• Lead end-to-end customer journeys and service processes across channels.
• Oversee data conversion activities, mapping, validation, and business readiness.
• Develop specifications, documentation, and change control for consistent workstreams.
• Coach functional consultants and coordinate cross-workstream teams to resolve issues.
• Plan testing, cutover, and operational readiness for a stable customer experience.

Connaissances

SAP IS-U Customer Service

Cross-functional leadership

Client-facing engagements

Data conversion

Testing strategy

Communication skills

Formation

Bachelor's degree

Outils

SAP Service Cloud

SAP IS-U

CRM

Description du poste

EY seeks 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 the target service model, translate complex requirements into scalable SAP IS-U designs, and guide cross-functional teams through design, testing, deployment, and stabilization to deliver a consistent, compliant customer experience.