SAP ISU CRM Customer Service/CRM Consultant

WHO WE ARE:
Founded in 2007, DTI (Diversified Technology, Inc.) is a successful African American owned IT Consulting/Staffing firm based in Chicago's Loop.
WHAT WE DO:
We focus on providing delivery, staffing, and supported services such as enterprise integration/implementations including, but not limited to, CRM, EAM, ERP, PMO, and QA. We service clients in SLED (state/local gov't & education), financial services, fortune, public utility, as well as regularly partnering with Big 4 SI partners.
SAP IS-Utilities Customer Service / CRM Consultant
We are seeking an experienced SAP IS-Utilities (IS-U) Customer Service / CRM Consultant with strong functional expertise in the Utilities industry, supporting both Electricity and Gas business processes for a 2-3year engagement in the NY area.
Expect travel up to 25%.
Experience & Qualifications

• Minimum 8–10 years of SAP IS-Utilities experience, with strong focus on Customer Service and CRM.
• Strong Utilities industry experience supporting Electricity and Gas business processes.
• Hands-on experience with SAP IS-U Customer Service and related customer-facing processes.
• Experience working on large-scale SAP Utilities implementations, upgrades, enhancements, and production support engagements.
• Ability to work closely with business stakeholders, functional teams, technical teams, and integration partners.

Key Functional Skills

• Strong knowledge of Business Partner, Contract Account, Contract, Premise, Connection Object and Installation processes.
• Experience with Move-In, Move-Out, Customer Onboarding, Account Maintenance and Service Requests.
• Strong understanding of Customer Interaction Center / CRM processes, including customer inquiries, complaints, service orders, and interaction management.
• Experience with Electricity and Gas service processes, including service initiation, disconnection, reconnection, transfers, and account changes.
• Understanding of Meter-to-Cash processes and integration across Customer Service, Device Management, Meter Reading, Billing, Invoicing, and FI-CA.
• Experience with Service Orders, Notifications, Field Service integration, and related customer service processes.
• Understanding of Market/ Retail processes and deregulated utility environments is preferred.
• Familiarity with SAP S/4HANA Utilities and modern SAP customer engagement solutions is highly desirable.

Responsibilities

• Lead and support requirements gathering, Fit-to-Standard / Fit-Gap workshops, solution design, configuration, testing, and deployment.
• Translate Electricity and Gas business requirements into scalable SAP IS-U solutions.
• Configure and support IS-U Customer Service and CRM functionality.
• Develop functional specifications for enhancements, interfaces, conversions, and reports.
• Coordinate integrations with Billing, FI-CA, Device Management, Metering, Field Service, CRM and external utility systems.
• Support SIT, UAT, defect resolution, cutover, go-live, and post-production stabilization.
• Troubleshoot complex production issues and perform root-cause analysis.
• Work directly with utility business users and provide functional guidance and best-practice recommendations.
• Collaborate effectively with onsite/offshore teams and cross-functional SAP teams.

Preferred Skills
Experience with S/4HANA Utilities, SAP CRM / Customer Engagement, BPEM, Fiori, AMI/Smart Meter integrations, deregulated/retail utility markets, and utility-specific interfaces would be an advantage.
The ideal candidate should have strong communication and stakeholder-management skills and be capable of independently leading the Customer Service/CRM workstream for a large Electricity and Gas utility transformation.
Please click on the link below for our company benefits
DTI is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, gender identity, sexual orientation, national origin, ancestry, age, disability, marital status, veteran status, or any other protected characteristic under Illinois state or federal law. All qualified applicants are encouraged to apply, and employment decisions are based solely on merit, qualifications, and business needs.