Senior Associate, SAP CRM - Utilities
Responsibilities
Support the execution of CRM projects and initiatives that align with client business goals to enhance customer experience and improve service delivery.
Contribute to the implementation, configuration, and support of SAP CRM solutions, with a focus on SAP Service Cloud v2.
Participate in end-to-end delivery activities across design, build, test, and deployment, as needed for the engagement.
Support and lead SAP CRM project delivery activities (e.g., planning, status reporting, and RAID management) to help teams execute on time and with quality.
Collaborate and learn from a high-performing team of SAP CRM professionals, and work alongside client stakeholders to deliver high-quality outcomes across the project lifecycle.
Support gathering and documenting business requirements and translate them into functional specifications and user stories for configuration and development.
Analyze current-state CRM processes, identify improvement opportunities, and support the design of optimized future-state workflows.
Coach and review work products of Analysts/Associates.
Act with integrity, professionalism, and personal responsibility to uphold KPMG's respectful and courteous work environment.
Qualifications
- Three (3) to five (5) years of recent experience in the SAP C4C/ Service Cloud V1/V2.
- Bachelor's degree from an accredited college or university in information technology, business administration, or a related field, or alternatively significant experience in SAP.
- Experience with SAP for Utilities (IS-U) and hands-on experience with SAP Service Cloud v2 preferred; SAP certification in CRM or related modules with experience in S/4HANA is a plus.
- Solid understanding, or appetite to learn, of the utilities industry and its specific business processes.
- Strong communication and interpersonal skills with the ability to work on large-scale projects and collaborate within cross-functional teams.
- Familiarity or experience with other SAP CX solutions, such as SAP Sales Cloud, SAP Commerce Cloud, and SAP Emarsys Customer Engagement.