SAP IS-U Customer Service Transformation Lead

EY; Des Moines (IA); Ibrido; USD 143.000 - 262.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health coverage

Pension/401(k)

Descrizione del lavoro

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 engagements across the US. You will own the Customer Service workstream, drive functional designs, and coordinate with business, technical, digital and program stakeholders to ensure successful deployments.

The role requires deep SAP IS-U expertise, strong leadership of cross-functional teams, and the ability to translate complex requirements into scalable

Competenze

• Bachelor’s degree in a related field.
• Typically 4–6 years of SAP IS-U or SAP Utilities experience, including substantial expertise in SAP IS-U Customer Service and 3+ years leading a functional workstream or team.
• Proven experience owning SAP IS-U Customer Service solution design and delivery through implementation, testing, deployment, and stabilization.
• Proven experience designing and delivering customer processes across multiple SAP IS-U functions and connected customer channels.
• Experience with customer and account maintenance, service requests, move-in/move-out processes, customer 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.
• Experience with SAP Service Cloud v1 and SAP Service Cloud v2.
• Strong experience with customer correspondence processes and solutions.
• Experience leading requirements gathering, solution workshops, functional design, integration decisions, testing, defect resolution, cutover, and operational readiness activities.
• Experience supporting customer-service data conversion activities, including data requirements, mapping, validation, and business readiness.
• Experience leading end-to-end testing of utility customer journeys, including service start and stop, account changes, exceptions, billing and payment impacts, and field-work handoffs.
• Experience leading cross-functional teams, managing dependencies and risks, and driving decisions with business and technology stakeholders.
• A flexibility and willingness to travel to meet client needs; travel is estimated at 40-60%.

Mansioni

• 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.

Conoscenze

SAP IS-U

Customer Service

Stakeholder management

Cross-functional leadership

Requirements gathering

Solution design

Testing strategy

Data conversion

Travel willingness

Formazione

Bachelor’s degree

Strumenti

SAP Service Cloud

CRM platforms

IVR systems

Descrizione del lavoro

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 engagements across the US. You will own the Customer Service workstream, drive functional designs, and coordinate with business, technical, digital and program stakeholders to ensure successful deployments.

The role requires deep SAP IS-U expertise, strong leadership of cross-functional teams, and the ability to translate complex requirements into scalable