Senior SAP IS-U Customer Service Consultant

EY; Lorida (FL); Remote; USD 103,000 - 205,000; Full time

Job summary

EY is seeking an SAP IS-U Customer Service Senior Consultant to design, configure, test, and implement SAP IS-U solutions for utility clients. You will translate requirements across the meter-to-cash lifecycle and work with business and technical teams to deliver customer, account, contract, and service‑request processes.

You may travel to meet client needs; strong communication and functional design skills are essential for success in this role.

Qualifications

• A bachelor’s degree.
• 3 to 4 years of SAP IS-U or SAP Utilities experience, including at least three years in SAP IS‑U Customer Service.
• Hands-on experience delivering functional requirements, configuration or solution design, testing, and production support in a utility environment.
• Experience with SAP IS‑U customer, business partner, contract account, utility contract, premise, service connection, and customer-service processes.
• Experience supporting utility customer‑lifecycle processes, including account maintenance, service requests, move‑in and move‑out, transfers, and start and stop service.
• Experience preparing functional specifications, configuration documentation, test scenarios, process flows, data mappings, and other project documentation.
• Experience executing unit and integration testing and supporting user acceptance testing, regression testing, defect resolution, cutover, and production stabilization.
• Experience supporting customer and contract data conversion activities, including data mapping, validation, reconciliation, or cutover readiness.
• Experience working with business users, technical teams, integration teams, and project stakeholders to resolve functional and cross‑workstream issues.
• Strong analytical, communication, problem‑solving, and stakeholder‑management skills.
• A flexibility and willingness to travel to meet client needs; travel is estimated at 40-60%.

Responsibilities

• Gathering and analyzing requirements for customer and account maintenance, service requests, move‑in and move‑out, transfers, start and stop service, and related customer processes.
• Supporting the functional design and configuration of SAP IS‑U Customer Service solutions, including business partner, contract account, utility contract, premise, service connection, and related customer master data.
• Designing and supporting service‑request, notification, correspondence, and customer‑contact processes in alignment with the deployed SAP IS‑U and contact‑center solutions.
• Translating service‑operation requirements into reliable customer, account, contract, premise, and service‑request workflows.
• Coordinating end‑to‑end process impacts and dependencies across Billing, FI‑CA, Device Management, Work Management, Retail Choice, digital channels, field service, and external contact-center systems.
• Analyzing customer‑impacting exceptions involving service activation, account changes, billing readiness, payment status, field‑work requests, customer data, contract data, or system integrations.
• Designing and documenting business requirements and end‑to‑end process flows for customer self‑service web, mobile, and interactive voice response solutions integrated with SAP IS‑U Customer Service and meter‑to‑cash processes.
• Preparing functional designs, configuration documentation, test scenarios, process flows, data mappings, and other project deliverables.
• Executing unit and integration testing and supporting user acceptance testing, regression testing, defect resolution, and production issue analysis.
• Supporting customer, account, contract, premise, and service‑point data conversion activities, including data mapping, validation, reconciliation, and cutover readiness.
• Supporting cutover, data validation, production incidents, operational procedures, and post‑go‑live stabilization for customer and contract processes.
• Collaborating with client stakeholders, business users, technical teams, integration teams, and project leadership to communicate issues, clarify requirements, and support timely solution decisions.
• Providing knowledge transfer, user procedures, and functional guidance to client teams and junior project team members while clearly documenting customer and data impacts.

Skills

SAP IS-U Customer Service

Utility industry experience

Client-service skills

Analytical and problem-solving

Communication skills

Collaboration across teams

Willing to travel

Education

Bachelor’s degree

Tools

SAP IS-U

SAP CRM

SAP S/4HANA Utilities

SAP Sales and Service Cloud

Job description

EY is seeking an SAP IS-U Customer Service Senior Consultant to design, configure, test, and implement SAP IS-U solutions for utility clients. You will translate requirements across the meter-to-cash lifecycle and work with business and technical teams to deliver customer, account, contract, and service‑request processes.

You may travel to meet client needs; strong communication and functional design skills are essential for success in this role.